Audience Services Manager

About the Role

The Audience Services Manager delivers exceptional customer service both internally and externally, ensuring consistent adherence to high service standards. This managerial role is cross-trained in all aspects of Audience Services and involves working independently as well as part of a team in a fast-paced, ever-changing environment.

Responsibilities

• Direct Reports: Manage the Show Supervisors, Audience Services Representative 2, and Audience Services Representative 1 teams, overseeing their training, performance, workflow, and professional development. Provide coaching and support to front-line patron experience staff.
• Audience Services Staff Training:
  • Design and lead a comprehensive training program for all Audience Services staff.
  • Direct and facilitate onboarding and training for new hires.
  • Develop, schedule, and facilitate ongoing monthly and quarterly training sessions in collaboration with the Senior Audience Services Manager.
• Staff Scheduling:
  • Create, review, distribute, and edit monthly work schedules for Show Supervisors and Audience Services Representatives 1 & 2.
  • Provide support and backup for all Audience Services staff as needed.
• Resolving Customer Service Escalations: Respond to and resolve all customer issues escalated from the Audience Services Representative 2 team.
• ADA and Accessibility Communication:
  • Oversee and train staff to ensure consistent, compliant responses to patron accessibility needs and requests.
  • Assist with requests for ASL, BLV, Open Caption, Audio Description, and Touch Tours.
  • Work closely with Front of House staff to provide excellent, individualized service.
• Liaison with Programming Department:
  • Manage communication about last-minute new shows, additional performances, cancellations, venue changes, and other unusual situations to all Audience Services staff.
  • Oversee the processing of patron refunds when applicable.
• Promo Codes Creation: Assist with building promo codes for Performing Arts Series events, Marketing, Education & Community Engagement, Development, and other departments using Ticketmaster Archtics and Account Manager.
• Other duties as assigned, with flexibility to take on new roles or responsibilities as the company evolves.

Requirements

• At least five years of experience in box office or performing arts venue management.
• Strong customer service background with proven conflict resolution skills.
• Advanced experience supervising staff, coaching team members, and managing employee performance.
• Proficiency with Ticketmaster Archtics ticketing software; working knowledge of Ticketmaster Account Manager, TMWin Host, and TM1 preferred.
• Experience with Salesforce and Prism preferred.
• Proficient PC skills and ability to learn new software.
• Excellent written and verbal communication skills; ability to communicate effectively both internally and externally.
• Strong organizational, time management, and prioritization abilities.
• Ability to work independently while contributing to a collaborative team.
• Intermediate math and accounting proficiency.
• Ability to solve problems with tact and diplomacy.
• Thrives in a fast-paced environment while maintaining consistency and attention to detail.
• Consistent and punctual attendance required.

Work Environment & Physical Requirements

• Work is primarily on-site across multiple venues, with occasional remote work.
• Schedule varies based on performance needs, including evenings and weekends.
• Ability to stand, walk, and navigate stairs for extended periods.
• Ability to work at a computer for extended periods, sitting or standing.
• Corrected vision close to 20/20 is necessary to use the computer screen effectively.

Pay

$29.25/hour - $40.95/hour (midpoint $35.10).

Benefits

• Medical, dental, and vision insurance.
• Long-term disability (LTD), short-term disability (STD), and life insurance.
• Paid vacation, sick leave, and holidays.

Schedule

Hybrid model, combining on-site and remote workdays.