Manager, Guest Experience Operations

New York City Ballet•New York, NY

16h•Onsite

About The Position

The David H. Koch Theater at Lincoln Center, originally opened as the New York State Theater in 1964, is home to the New York City Ballet and various touring performing arts groups. The Manager, Guest Experience Operations is responsible for leading, supervising, and operationally overseeing a team of over 80 Unionized Ushers/Ticket Takers and 4 Performance Managers. This role serves as the theater's senior front-of-house representative during performances and events, ensuring exceptional guest service, operational excellence, venue presentation, safety compliance, and support for artistic programming. The Manager oversees all front-of-house operations for performances, special events, and venue engagements, acting as a key liaison among patrons, theater personnel, resident companies, visiting licensees, and other stakeholders. A primary responsibility is the supervision, mentorship, and development of Performance Managers to ensure they can independently lead performances and events. This position is responsible for assigning and overseeing Performance Managers, maintaining a visible management presence, ensuring operational readiness, staff preparedness, and successful house-opening procedures. Additionally, the Manager oversees departmental scheduling, payroll coordination, employee records, staff communications, operational reporting, and related administrative functions to ensure efficient and accurate execution of front-of-house operations in compliance with organizational policies.

Requirements

Bachelor's degree in Arts Administration, Theater/Performing Arts Management, Hospitality Management, or Business Administration, or a related field, or equivalent combination of education and experience.
5–7 years of progressive experience managing front-of-house operations within performing arts venues, theaters, arenas, convention centers, or comparable live entertainment environments.
2-3 years of leadership experience managing supervisors and large teams (ideally 30+), with demonstrated success leading, scheduling and developing operational staff.
Experience working in a unionized environment and interpreting Collective Bargaining Agreements.
Experience recruiting, training, coaching, evaluating, and supervising staff in a customer-facing environment.
Strong organizational, administrative, and record-management skills.
Exceptional customer service, communication, and conflict-resolution abilities.
Knowledge of ADA requirements, public assembly operations, fire safety standards, emergency preparedness, and life-safety procedures.
Ability to thrive in a fast-paced, high-pressure environment while managing multiple priorities simultaneously.
Strong written, verbal, and interpersonal communication skills.
Availability to work evenings, weekends, holidays, and extended hours based on performance and event schedules.
FDNY F-03 Certification and CPR certification, or the ability to obtain both shortly after hire.

Responsibilities

Lead all front-of-house operations, ensuring exceptional guest service, operational excellence, and safety compliance.
Supervise and support Performance Managers, providing leadership coverage for performances, rehearsals, special events, and venue activities.
Oversee performance-day operations, including audience admission, seating, accessibility accommodations, audience flow, and house-opening procedures.
Maintain a visible management presence through the start of assigned performances to ensure operational readiness and staff preparedness.
Coordinate closely with Production, Stage Management, Security, Facilities, Merchandise, Food & Beverage, and other partners to support seamless event execution.
Monitor venue operations, audience services, ADA accommodations, and compliance with safety, fire, occupancy, and emergency procedures.
Respond to operational disruptions, guest concerns, and emergencies with professionalism and sound judgment.
Serve as a primary liaison among venue management, staff, clients, resident companies, and event stakeholders.
Prepare operational reports and recommendations and support special events, departmental initiatives, and venue-wide projects.
Lead and supervise a team of 80+ front-of-house employees, including Performance Managers, Unionized Ushers, and Ticket Takers.
Oversee recruitment, onboarding, training, coaching, performance management, and professional development of front-of-house staff.
Schedule, assign, mentor, and develop Performance Managers, preparing them to independently serve as Manager on Duty (MOD).
Develop staffing schedules and assign positions in accordance with labor agreements, venue policies, and operational needs.
Conduct performance evaluations and administer coaching and disciplinary processes as appropriate.
Design and deliver training programs focused on guest service, accessibility, venue operations, safety, and emergency procedures.
Lead staff briefings and meetings, communicating operational expectations, event information, and service priorities.
Foster a culture of accountability, teamwork, professionalism, and continuous improvement.
Oversee payroll preparation, attendance tracking, sick leave records, absences, pension documentation, and related personnel administration.
Maintain compliance with all applicable Collective Bargaining Agreements, organizational policies, and employment practices.
Oversee the maintenance of confidential personnel files, performance records, attendance documentation, certifications, disciplinary actions, and employment-related records.
Ensure front-of-house practices remain compliant with accessibility requirements, safety regulations, and evolving industry best practices.