Audience Services Manager

Porchlight Music Theatre, the award‑winning center for music theatre in Chicago, seeks a motivated, highly organized individual to join our dynamic team for our 26/27 season at The Biograph Theatre, 2433 North Lincoln Avenue, Chicago, IL. The Audience Services Manager provides day‑to‑day supervision of all front‑of‑house operations and ensures a safe, efficient, satisfying and memorable experience for all audiences while maximizing ticket sales and donated income.

This part‑time, hourly position begins early August and runs through May 2027.

• Lead for all front‑of‑house activities, providing a positive customer experience and ensuring a safe and pleasant patron environment
• Train, manage, supervise, and schedule box office and front‑of‑house personnel
• Oversee all ticketing operations through Patron Manager including order processing, sales reconciliation, daily/weekly/monthly sales reports
• Prepare and maintain box office financial and attendance records, including receipts, deposits, ticketing reports, and event summaries in coordination with PMT leadership
• Oversee inventory and readiness of box office and front‑of‑house supplies
• Respond to audience concerns and service issues professionally and efficiently
• Oversee safety and emergency preparedness program for audiences and respond to emergency situations as needed
• Collaborate with all departments as needed for the overall success of special events/rentals
• Manage volunteer ushers (Saints)
• Anticipate and meet the requirements of special needs patrons ensuring ADA standards are met
• Serve as the Patron Manager lead, configuring new events, maintaining data, and designing reports
• Maintain and update the organization’s audience services policy and procedure manual
• Oversee concession operations, including the ordering and inventory management of food, beverages and supplies

Required:

• Minimum 3 years’ experience working in audience services for a professional performing arts organization
• Strong experience in Patron Manager
• Availability to work flexible hours including evenings and weekends
• Excellent phone skills with a friendly and supportive personality (both on the phone and off)
• Punctuality and professionalism
• Commitment to providing a healthy and safe work environment

Preferred:

• Love of the arts, especially musical
• Ability to work efficiently in a collaborative team setting and liaison with internal and external stakeholders
• Ability to multitask in a fast‑paced work environment while maintaining great attention to detail
• Ability to effectively prioritize responsibilities and work activities
• Flexibility and willingness to adapt as business demands