The Audience Services Manager delivers exceptional customer service both internally and externally, ensuring consistent adherence to high service standards. They must be able to multi-task and function in a fast-paced ever-changing environment. This is a role that involves working independently as well as part of a team.
This position is a managerial role that is crossed-trained in all aspects of Audience Services. A successful candidate requires strong time management, prioritization, handling the needs of a diverse workforce, effective staff support skills, and must be able to respond to the evolving needs of the Audience Services team. This position requires work to be done in-person and on-site. The work schedule follows a hybrid model, combining on-site and remote workdays.
The pay range for this role is : $29.25/hour - $40.95/hour (midpoint $35.10) and has medical, dental, vision, LTD, STD and Life insurance as well as paid vacation, sick leave and holidays.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Direct Reports
The Audience Services Manager directly manages the Show Supervisors, Audience Services Representative 2, Audience Services Representative 1 teams, overseeing their training, performance, workflow, and professional development. This role provides training, support, coaching and management to the front line of our patron experience and services staff.
Audience Services Staff Training
- Design and lead a comprehensive training program for all Audience Services staff, ensuring consistency, knowledge retention, and a high standard of service across the team.
- Direct and facilitate the onboarding and training of all new Audience Services hires, ensuring a strong and consistent start.
- 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 staff work schedule for Show Supervisors and Audience Services Representatives 1 & 2 with assistance from Audience Services Supervisor
- Provide support and backup when needed for all Audience Services staff
Resolving Customer Service Escalations
- Respond and appropriately resolve all customer issues that are escalated from the Audience Services Representative 2 team
ADA and Accessibility Communication
- Oversee and train Audience Services Show Supervisors and Representatives 1 & 2 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 of booked shows, cancellations, and change of venue or 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 as needed using Ticketmaster Archtics and Account Manager
Other duties may be assigned as needed with flexibility to take on new roles or responsibilities as the company evolves.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, experience, knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
QUALIFICATIONS
- At least five years of experience in box office or performing arts venue management required.
- 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 required
- Working knowledge of Ticketmaster Account Manager, TMWin Host and TM1 preferred
- Experience with Salesforce and Prism preferred
- Proficient PC skills and the ability to learn new software
- Excellent written and verbal communications 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 regularly solve problems with tact and diplomacy
- Thrives in a fast-paced environment while maintaining consistency and close attention to details
- Consistent and punctual attendance required
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
- Work is primarily on-site across multiple STG 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, most of the time is spent sitting or standing for extended periods
- Vision – corrected vision close to 20/20 is necessary to use the computer screen effectively
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.