Senior Manager of Audience Services in pikesville, Maryland

Senior Manager Of Audience Services

Everyman Theatre is seeking a Senior Manager of Audience Services to begin this Fall for the start of its upcoming season of plays. At Everyman Theatre, the Senior Manager of Audience Services serves as our lead supervisor for all front-of-house operations and manages a team of house managers, box office representatives, ticketing service agents, concessions supervisors, and volunteer ushers. Reporting directly to the Director of Marketing & Audience Engagement, the Senior Manager is charged with creating a positive and welcoming environment for all those who enter our venue.

To be successful, one must be comfortable engaging in frontline interaction with patrons, volunteers, vendors, community members, guest artists, and staff. This role is instrumental in overseeing all service activities that shape the audience experience, from ticket purchase through final curtain call.

Note:

This is a full-time position that requires frequent evening and weekend shifts. To be effective, one must be able to work during a majority of the performances during a show's run.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Audience Experience & Front-of-House Operations
• Lead all front-of-house operations to ensure an outstanding experience for every audience member.
• Supervise and develop a team of house managers, concessions supervisor, bartenders, and box office / ticketing service representatives.
• Handle staff scheduling for all performances. A typical shift may have 4-6 front of house (FOH) associates working, plus volunteer ushers.
• Coordinate staffing support for other events and activities at the theatre, as needed. (Education performances, special events, donor receptions, etc.)
• Serve as Manager-on-Duty during performances, resolving patron concerns and supporting staff.
• Manage relationships with FOH vendors and partners, including hiring of security.
• Monitor and ensure smooth lobby traffic, access, and seating for performances and events. Establish and maintain standards of excellence in accordance with industry trends and best practices.
• Maintain safe, welcoming, and well-presented public spaces. Anticipate and meet the requirements of special needs patrons.
• Team Leadership
• Foster a positive, collaborative, and service-focused team culture.
• Develop customer service standards, operational procedures, and staff training.
• Lead FOH planning meetings for each production.
• Collaborate with the Audience Services Coordinator to recruit, hire, train, schedule, and support front-of-house staff and volunteers.
• Work closely with the Director on managing an operating budget for all FOH functions.
• Organizational Collaboration
• Partner with Marketing, Philanthropy, and other departments to support revenue goals.
• Collaborate with the Marketing team on audience communications, lobby signage, and coordinated efforts to engage attendees around various sales touch points. (e.g.: a subscription information table or personalized seat notes for select attendees.)
• Collaborate closely with the Patron Communications Coordinator to review audience feedback and implement continuous improvements to the patron experience.
• Help develop policies and practices that reflect and promote Everyman Theatre's core values of People, Community, and Excellence.
• Participate in ongoing institutional initiatives and special projects.
• Make sure performance-specific reports are communicated to appropriate staff and leadership in a timely manner.

DESIRED

QUALIFICATIONS:

• Experience working in hospitality service for a mid- to large-size venue. (min 250 capacity). Previous experience at a professional theatre or performing arts venue a plus.

• Successful management experience, with a passion for delivering exceptional customer service. The ideal candidate has 5+ years in a similar role.

• Demonstrated ability in working with the public, with conflict resolution skills.

• Ability to provide clear leadership while emphasizing collaboration and teamwork.

• Basic knowledge of CRM/ticketing systems (Patron Manager, Tessitura, or similar) and high proficiency in ticketing operations for live events.

• Strong written, verbal, and interpersonal communication…