Who we are: 

At the United Center, we bring excitement to life through sports, entertainment, and community. Home to the Chicago Bulls (NBA) and Chicago Blackhawks (NHL), we’ve welcomed over 70 million fans and host more than 200 events annually, from premier sporting events and concerts to family shows and special industry events. In the role as the Training Manager, you will help our team bring the next round of stories to life on the United Center campus.  

Ready to take center stage?

The Training Manager will lead the development and delivery of impactful training programs for our part-time Guest Services Representatives (GSRs) and Team Leaders for At Your Service (AYS), our in-house staffing company for the United Center and Chicago White Sox. This role plays a vital part in ensuring our staff consistently delivers exceptional guest experiences across all events.

What you’ll do:

• Design and implement onboarding and ongoing training programs tailored to part-time event staff, in close collaboration with Guest Service managers to ensure alignment with team needs and operations goals.
• Own and lead the full lifecycle of the AYS part-time training program, including its design, deployment, tracking, and ongoing management, ensuring alignment with organizational goals and employee growth initiatives.
• Develop engaging training materials including manuals, videos, presentations, and hands-on workshops.
• Coordinate and facilitate in-person and virtual training sessions.
• Ensure training content aligns with venue policies, safety protocols, and customer service standards through collaboration with event operations and guest services teams.
• Audit staff performance during events and gather feedback to refine training programs.
• Maintain accurate training records and ensure compliance with internal and external standards.
• Assist with recruitment and orientation of new part-time staff as needed.
• Lead the Secret Shopper Program, including selecting evaluation dates, designing evaluation tools for shopper use, reviewing and summarizing collected data, presenting findings to leadership and Guest Services managers, and proposing targeted training solutions to address identified areas of improvement.
• Lead the development and implementation of the GSR Mentor Program, including identifying and preparing interested GSRs to serve as mentors, providing them with coaching and peer-support training, and overseeing the program to ensure its effectiveness in enhancing team performance and engagement.
• Create a structured Team Leader in Training Program, providing qualified Guest Service Reps and Guest Service Rep Mentors with structured training and evaluation to support their promotion into Team Leader roles, and equipping Guest Service managers with tools and guidance to effectively assess candidate readiness.
• Mentor and support Guest Services Representatives and Team Leaders to foster professional growth and enhance team performance.
• Creation and development of microlearning programming.
• Develop and implement metrics to measure the effectiveness of training programs and the overall quality of guest service, using the data to guide continuous improvement and support decision making.

What you’ll need:

• Bachelor’s degree in Human Resources, Communications, Hospitality, or a related field.
• Minimum of 2 years of experience in training and development, preferably in a hospitality, event-based, or high-volume setting.
• Strong organizational skills with the ability to manage multiple projects in a fast-paced environment.
• Excellent communication, facilitation, and presentation skills
• Knowledge of instructional design and adult learning principles
• Proficiency with digital training platforms, learning management systems, and communication tools
• Experience in stadiums, arenas, or large-scale venues is preferred
• Previous experience in a teaching role is preferred
• Learning and development certifications are preferred

The pay range for this role is $85,000-90,000 annually. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. The total compensation package for this position may also include annual performance bonus, 401K retirement plan with company match, paid time off and commuter benefits. Additional perks include access to our state-of-the-art gym with free fitness classes, catered meals, fun events and free parking.