Audience Services Manager

Pomona College • Claremont, CA

2d • $70,400 - $71,000

About The Position

ABOUT POMONA COLLEGE: Located near Los Angeles, California, Pomona College is widely regarded as one of the nation’s premier liberal arts colleges. Established in 1887, Pomona College is known for small classes, a challenging curriculum, close relationships between students and faculty, and a range of student research and leadership opportunities. Pomona is a member of The Claremont Colleges. JOB PURPOSE: The Audience Services Manager oversees all front-of-house and audience-facing operations at Bridges Auditorium, ensuring a high-quality patron experience while supporting efficient, well-coordinated events. This role serves as the primary point of contact for audience services planning and execution, working closely with clients, internal teams, and external service providers throughout the event lifecycle. The Audience Services Manager balances client-facing coordination, operational planning, and show-day leadership. On event days, the role functions as the senior decision-maker for all audience services matters. Outside of event execution, the role coordinates proposals, prepares operational documentation, compiles post-event reporting, and supports new and evolving audience-facing revenue initiatives. This position reports to the Director and collaborates closely with the Business Administrator, Production, and Box Office teams.

Requirements

• High School Diploma or GED is required, or an equivalent combination of education and experience.
• Minimum 5 years of professional experience in venue, theater, or live event operations experience is required.
• Required venue experience with audience services or front-of-house management.
• Proficiency with POS systems.
• Strong organizational, communication, and problem-solving skills.
• Ability to work evenings, weekends, and event-based schedules.
• Demonstrated ability to exercise independent judgment in live event environments.

Nice To Haves

• Bachelor’s degree is preferred.
• Experience in a college or university setting preferred.

Responsibilities

• Client Coordination & Event Planning Serve as the initial client contact for audience services–related inquiries. Schedule and lead client walk-throughs; gather operational needs and requirements. Coordinate with internal departments and external service providers to define service needs and obtain cost estimates. Coordinate audience services proposals for client review and approval, initially in close collaboration with the Director and, over time, independently with Director-level review. Serve as a point of contact for client questions related to audience services, pricing clarification, and billing coordination, working with appropriate internal teams as needed.
• Audience Services Operations Provide operational oversight and scheduling authority for all audience-facing services, including: House managers and ushers (a combination of temporary employees and contracted providers) Food and beverage operations Valet services (contracted vendors) Security services (contracted vendors) Coordinate services that may be staffed internally or provided by third-party vendors, depending on event needs. Define service needs, staffing levels, and performance expectations within established operational and budgetary parameters. Regularly review vendor options and service models to ensure services remain competitive, effective, and aligned with venue needs. Ensure services are in place, properly staffed, and performing as expected.
• Show-Day Leadership Act as the senior authority on the audience side of the curtain during events. Make real-time operational decisions, including those with budget implications, to ensure guest safety, service quality, and event success. Coordinate closely with Production Management, Box Office, and other teams to support a seamless event experience. Serve as the escalation point for audience services issues during events.
• Post-Event Reporting & Billing Coordination Compile and submit all audience services–related reports and documentation following each event. Serve as the central collection point for all audience services information, ensuring: Services rendered are fully documented Charges are complete and accurate No audience-facing elements are omitted from client billing Work in close collaboration with the Business Administrator to build the final client invoice for review and approval. Present finalized audience services billing information to clients as a point of clarification and follow-up, with all institutional financial processing handled by the Business Administrator and Business Office.
• Vendor & Staff Development Identify, onboard, and maintain relationships with external audience services vendors. Lead the onboarding and integration of audience services staff, including house managers, ushers, and food and beverage personnel. Establish service standards, training expectations, and operational procedures for audience services teams. Support scalable staffing and service models to meet evolving event needs.
• Reporting & Continuous Improvement Analyze post-event data to identify trends, operational improvements, and revenue opportunities. Provide operational insights and recommendations to the Director. Support new audience-facing revenue initiatives, including enhanced guest experiences and group sales opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees