CLIENT EXPERIENCE MANAGER

Company: Waveguide
Location: Cambridge
Posted on: February 18, 2026

Job Description:

Job Description Job Description Salary: $90,000-105,000 Founded in 1996, Waveguide LLC is an internationally renowned independent consultant in audiovisual design, information technology design, acoustics consulting, on-site technology management and workplace data analytics. Waveguide is headquartered in Charlotte, North Carolina, with regional consulting locations in Atlanta, Los Angeles, New York, Chicago, Houston, Raleigh, Tampa and Portland. Our award-winning designers and consultants create world-class communication environments that look as good as they perform. And our data analytics solutions empower facility managers with the resource insights they need to optimize building performance and our clients’ technology investment. Our trusted AV operations teams are among the most experienced and highly qualified in our industry. They are at our clients’ side to tackle the daily technical and logistical challenges of their meetings and events so they can focus on what matters most. At Waveguide, we build relationships. Whether it’s your relationship with a client, or the relationship of a technology system to its environment, our success and the success of our clients depends on how we apply our expertise to meet our clients’ needs. Together, we help create strategic technology plans that reflect the way people live, learn and work. We help design efficient buildings and infrastructure that save dollars and make sense. And we design effective technology systems regular people can actually use. But we’re only as good as our people. We are seeking associates who are passionate, creative thinkers and who will be tirelessly dedicated to building lasting relationships and finding innovative answers to our clients’ most challenging questions. Within Compass Group, Waveguide is part of the Eurest family that provides dining services to local, regional and national companies across the United States. Services include operating employee dining centers, on-site catering, executive dining rooms, and other managed services. Job Summary Waveguide’s hospitality team believes in using technology to elevate the human connection by inspiring confidence in our client partners. The confidence our world-class audiovisual technology hospitality team inspires allows our clients to deliver events that drive engagement – the gold standard of any successful meeting. To do that, our hospitality team is guided by our HERO ethos, which ensures we observe, respect and reflect our clients’ unique culture back to each attendee at all meetings and events. H ospitality – Always listening E xcellence – Always improving R esilience – Always flexible O wnership – Always trusted The Manager’s main role is to provide multi-site or single site management of the hospitality service they are overseeing. Managers are by nature managing people, either on their team or a third party team working towards the delivery of a program or project. The Client Experience Manager’s responsibility is to ensure the onsite delivery of technology hospitality and the positive relationship with all client leadership and client frontline team members. Their main focus will be to provide consistent communication with the client in order to ensure the partner relationship is always fully understood and on good footing. The Client Experience Manager will establish themselves as the primary point of contact for the client onsite as well as also promote the professional growth and development of the entire team. They should have a strong technical background, able to lead conversations with everyone from designers and integrators to end users and clients. The Client Experience Manager will report to either the Technology Hospitality Manager or the Director, Account Operations and will only be responsible for hospitality at a single client site. Other Managers, Leads, Advocates, Experts and Specialists at their client site will report directly to them. If there are other Managers at the site then their individual program team members will report to that Manager first. Responsibilities Team Leadership and Management Lead, coach, and develop an on?site AV support team to ensure high?performance service delivery. Oversee workflow execution including scheduling, task assignments, and performance management. Establish, refine, and implement service processes and standard operating procedures. Event Operations and Live Production Operate and Support Large-Format Hybrid Events Provide Local Technical Support for Live Audiences, Presenters, Remote Participants, and Panel Discussions Manage Stage Audio Including Wireless Microphones, Table Mics, Headsets, Lecterns, and Dante Audio Routing Coordinate Video Playback, Multi-Source Switching, Content Routing, and LED Wall Output Monitor, Adjust, and Optimize Event Audio, Video, Lighting, and Video Feeds System Monitoring and Maintenance Perform Routine Preventative Maintenance Checks on all AV Equipped Spaces Create, Track, and Escalate tickets to stakeholders and vendors Manage and Coordinate with Integration Vendor for Service Visits, escalations, troubleshooting, and new builds/upgrades User and Presenter Support Provide rehearsal support, presenter briefings, microphone management, and confidence monitor setup Support technical production for leadership events, town halls, high-profile internal and external meetings Media Production Manage and Maintain a Media Production Pipeline for Event Photography, Headshot Sessions, and Small-Scale Videography Required Core Competencies 3–5 years’ experience in live AV event operations Strong understanding of AV signal flow and live production workflows Ability to work independently, prioritize shifting demands, communicate clearly and calmly under pressure Experience troubleshooting camera/audio/display issues in real-time production environments A passion for delivering extraordinary service continually challenging in pursuit of the user experience and aspiring for improvement performance. Superb communication and engagement skills Strong stakeholder skills to manage expectations and resolutions Strong influencing, networking, and team working skills Preferred Qualifications QSC Q-SYS Level 1-2 Certification Dante Level 1-3 Certification Hands on competence with digital audio consoles (Yamaha DM7C, TF3) Wireless Mic RF Coordination Experience Blackmagic Design ATEM Certification (or proven multi M/E switcher experience) PTZ operation and shading (Panasonic UE150) Knowledge of LED wall systems (Planar DirectLight Pro) Experience or Certification with MTR Systems AV Networking Experience Click here to Learn More about the Compass Story Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. Associates at Waveguide are offered many fantastic benefits. Medical Dental Vision Life Insurance/ AD Disability Insurance Retirement Plan Paid Time Off Paid Parental Leave Holiday Time Off (varies by site/state) Personal Leave Associate Shopping Program Health and Wellness Programs Discount Marketplace Identity Theft Protection Pet Insurance Commuter Benefits Employee Assistance Program Flexible Spending Accounts (FSAs) Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information. https://www.compass -usa.com/wp- content/uploads/2023/08/2023_WageTransparency_Waveguide.pdf Applications are accepted on an ongoing basis. Waveguide maintains a drugfree workplace. Req ID: 1499864 Waveguide XUE BAI [[req_classification]]

Keywords: Waveguide, Worcester , CLIENT EXPERIENCE MANAGER, IT / Software / Systems , Cambridge, Massachusetts