Audience Services Manager

Seattle Theatre Group•Seattle, WA

7d•$29 - $41•Hybrid

About The Position

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.

Requirements

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.
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.

Nice To Haves

Working knowledge of Ticketmaster Account Manager, TMWin Host and TM1 preferred.
Experience with Salesforce and Prism preferred.

Responsibilities

Directly manages the Show Supervisors, Audience Services Representative 2, Audience Services Representative 1 teams, overseeing their training, performance, workflow, and professional development.
Provides training, support, coaching and management to the front line of our patron experience and services staff.
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.
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.
Respond and appropriately resolve all customer issues that are escalated from the Audience Services Representative 2 team.
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.
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.
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.
Take on new roles or responsibilities as the company evolves.