Director Operational Readiness

US-NY-New York
Requisition ID
17-7748
Division
Venues
Functional Area
Venue Management

Overview

The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences.  The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; The Chicago Theatre; and the Wang Theatre in Boston.  Other MSG properties include legendary sports franchises: the New York Knicks (NBA), the New York Rangers (NHL) and the New York Liberty (WNBA); two development league teams -- the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and one of the leading North American esports organizations, Counter Logic Gaming.  In addition, the Company features popular original entertainment productions -- the Christmas Spectacular and New York Spectacular – both starring the Radio City Rockettes, and through Boston Calling Events, produces outdoor festivals, including New England’s preeminent Boston Calling Music Festival.   Also under the MSG umbrella is TAO Group, a world-class hospitality group with globally-recognized entertainment dining and nightlife brands: Tao, Marquee, Lavo, Avenue, The Stanton Social, Beauty & Essex and Vandal.  More information is available at www.themadisonsquaregardencompany.com

EEO Statement

At MSG we value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.

Responsibilities

The Director Operational Readiness will provide leadership, vision, and strategy to ensure that projects and procedures are successfully implemented following a standard methodology.  The Director will ensure that The Madison Square Garden Company initiatives are implemented through measurement-based strategy that focuses on process improvement, guest & employee experience to create a consistent, repeatable, scalable solution. The Director is the focal point of implementation and lifecycle support, which includes leading project managers and process engineers.

This position interfaces with senior management throughout the company to collaborate on strategic and tactical solutions that impact Customer Service.  The Director works closely with cross functional leaders to design and implement sustainable solutions, as well as drive success-based metrics for all project implementations. The Director of Operational Readiness will report into the SVP Operational Readiness.


  • Lead change management initiatives collaborating with Venue Operations, Sales, Marketing, HR, IT and other functional groups to manage change. Ensuring operational readiness to mitigate impacts to the frontline employee and guest experience.
  • Critical to this position is working with leaders cross functionally and implement strategic initiatives aimed at improving the guest experience across all our venues.
  • The Director will provide leadership, vision, and strategy to ensure that projects and procedures are successfully implemented following a standard methodology and governance.  The Director will ensure that initiatives are implemented through measurement-based strategy that focuses on process improvement and variation reduction. The Director is the focal point of implementation and lifecycle support for customer experience across Madison Square Garden Venues and other functions.
  • Execution of cross functional governance and communication to drive better experiences with our customers – both within Operations and between Operations, IT, Product, Marketing & Sales, etc.  Responsible for timely and successful implementation, defining clear success metrics and closing the loop on feedback to functional groups.
  • The responsibilities include but are not limited to the implementation of operational enhancement opportunities that drive customer experience, operational efficiency, process improvement, budgetary compliance and projections.  This position will also include the responsibilities to insure that all the defined strategies and tactics are accomplished as well as defining and supporting future strategies and goals.
  • Establish a change agent network to measure progress and impact of changes implemented. Engage appropriate groups to focus on continuous improvement.

Qualifications

Required Qualifications:

 

Management Skills

  • 10 or more years of experience in either of the following:
  • Product Management, Professional Services (Consulting), Business unit management, Development, implementation and maintenance of large-scale systems, and initiatives preferably across multiple hardware and software platforms and / or across multiple organizations
  • 10 or more years of hands-on project/program management experience on major technology and BU projects demonstrating the strategic use of technology to improve business processes and to support critical business strategies
  • 10 or more years of facilitation/leadership experience in which several of the following abilities have been demonstrated:
  • Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred. Educational requirements may differ from job to job based on the role. MBA in Business or MS in Engineering is strongly desirable.
  • Exceptional management ability that can develop and energize a multi-disciplined organization, which includes project managers, process engineers, and others.
  • Demonstrated organizational management skills in a highly complex, fast growing environment including personnel management (hiring, recruiting, staffing, mentoring, coaching and reviewing), budget management and business planning.
  • Excellent interpersonal skills and ability to effectively communicate with peers, sponsors, staff, senior management, vendors, and contractors. Expertise in formal project management methodologies and their implementation.
  • Broad understanding of IT and business processes, challenges and opportunities.
  • Broad experience in the introduction of new technologies and standards.
  • Ability to effectively adapt to and apply rapidly changing technology to business needs
  • Project Management Professional (PMP) certification
  • Experience managing projects in an agile development organization (PMI-ACP certification a plus).
  • Excellent presentation and facilitation skills
  • Excellent analytical skills
  • Demonstrated ability to resolve roadblocks to delivery in multi-organization teams where no direct management responsibility exists
  • An ability to present and discuss technical, functional and management information in a clear and concise way that explains complex topics is persuasive and promotes consensus.
  • Strong analytical, problem-solving and conceptual skills.
  • Ability to perform multiple tasks and adjusts priorities based on workload and direction from management and customer.
  • Highly flexible, creative and inquisitive.
  • Ability to lead and motivate cross-functional teams.
  • Experience interfacing with senior/executive leaders

Technical/Functional Competencies

  • Expertise in formal project management methodologies and their implementation.
  • Passion for customer experience and implementing transformational change.
  • Broad experience in the introduction of new technologies and standards.
  • Ability to effectively adapt to and apply rapidly changing technology to business needs
  • Project Management Professional (PMP) certification
  • Experience managing projects in an agile development organization (PMI-ACP certification a plus).
  • Excellent presentation and facilitation skills
  • Excellent analytical skills
  • Demonstrated ability to resolve roadblocks to delivery in multi-organization teams where no direct management responsibility exists

Key Experiences/Achievements preferred

  

  • Strategic thinking and leadership and relationship management
  • Managing resources to meet goals across multiple projects/programs
  • Developing efficient and effective solutions to diverse and complex business problems
  • Certified in Six Sigma and Lean Six Sigma practices preferred – Black Belt or Master Black Belt a plus.
  • Experience in organizing, planning and executing large-scale projects from conception through implementation, involving internal personnel, contractors, and vendors; ability to analyze project needs and determine resources needed to meet objectives.
  • Full systems and software implementation and project management life cycle experience with both custom development and package-based application deployment, including experience working within a formal systems development life cycle methodology.

 

General

  • Expertise in formal project management methodologies and their implementation.
  • Passion for customer experience and implementing transformational change.
  • Broad experience in the introduction of new technologies and standards.
  • Ability to effectively adapt to and apply rapidly changing technology to business needs
  • Project Management Professional (PMP) certification
  • Experience managing projects in an agile development organization (PMI-ACP certification a plus).
  • Excellent presentation and facilitation skills
  • Excellent analytical skills
  • Demonstrated ability to resolve roadblocks to delivery in multi-organization teams where no direct management responsibility exists

Education

Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.

Educational requirements may differ from job to job based on the role.

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