Theatre Customer Service Manager

Florida Atlantic University’s Theatre and Dance Department is seeking a Theatre Customer Service Manager in Boca Raton, FL.

About the role

To provide an excellent patron experience at all performances, the Service Manager oversees the supervision and training of head ushers and volunteers. This position coordinates multiple venue performances on the same evening with volunteer and staff assistance, ensuring excellent customer service from front-of-house staff. The role manages front-of-house operations, making decisions regarding production emergencies, safety, and the financial interests of the college in conjunction with or in the absence of the chair or director. The Service Manager provides leadership in emergency situations, including fire alarms and inclement weather warnings.

Responsibilities

• Learn, assist, and train in evacuation procedures and emergency conditions.
• Exhibit professional and courteous demeanor when interacting with the public in a variety of situations.
• Distribute information, manage, and coordinate head ushers, volunteers, parking garage, and police activity.
• Staff and organize all public and preview performances.
• Manage printed program distribution and secure programs and other patron materials.
• Maintain the appearance of the lobby and all public areas; communicate with Facilities as necessary to ensure a clean environment.
• Resolve conflicts with any patron issues.
• Train, schedule, and/or supervise Assistant House Managers and Backup House Managers.
• Recruit and coordinate volunteer ushers.
• Coordinate performance timelines with stage management, including pre-show chats, curtain speeches, intermission, and post-show chats.
• Maintain ticket-scanning equipment, hearing-impaired devices, and walkie-talkies for communicating with the stage manager.
• Prepare and distribute all identified Front of House reports.
• Work closely with chairs and directors to ensure proper front-of-house staff is in place for all performances.
• Post proper directional signage, guiding patrons to the correct theatre.
• Attend pre-audience previews as needed to support production operations.
• Manage late seating in accordance with departmental/college policy.
• Coordinate with the box office to address unique seating requests for VIPs, award judges, and critics.
• Perform job-related duties as assigned.

Requirements

• A master’s degree from an accredited institution in an appropriate area of specialization; or a bachelor’s degree from an accredited institution in an appropriate area of specialization and two years of relevant experience.
• Ability to perform the physical demands of the position, including lifting objects weighing up to 50 pounds.

Benefits

• Excellent benefit packages including medical (PPO/HMO: $50 per month single & $180 per month family), dental, vision, life insurance, flexible spending plans, and Employee Assistance Program (EAP).
• State retirement options including tax-deferred annuities and Roth 403(b) plans.
• Public Service Loan Forgiveness (PSLF) program for state employees.
• Sick Leave Pool Program.
• Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at the President’s discretion).
• Paid Community Engagement Volunteer Service Day.
• Employee Educational Scholarship Program (EESP) for eligible staff/faculty—tuition assistance after 6 months of full-time employment (may extend to spouses and dependent children for in-unit faculty, eligibility rules apply).

Pay

$50,000 - $55,000 annually.

Schedule

Days and hours vary, including nights, weekends, and holidays as required by the program and performances.