Performance Manager

The Metropolitan Opera•New York, NY

3d•$65,000 - $75,000

About The Position

The Performance Manager oversees front-of-house operations at the Metropolitan Opera House, working with Venue Operations to provide a safe, welcoming experience and a high level of guest service. The role manages open rehearsals, performances, and ancillary events; supports guest comfort and safety; resolves ticket and performance-related issues; and manages full- and part-time union and non-union staff. The Performance Manager coordinates staffing and event setup with front-of-house management teams, conducts pre-show briefings, supports staff training and onboarding, maintains emergency and accessibility knowledge, and documents event-day incidents. The role also prepares post-event performance reports, reviews weekly payrolls, and assists with updates to front-of-house standard operating procedures. The position requires a flexible schedule, including nights, weekends, and holidays, and responsibility for supervising building closure on performance evenings.

Requirements

Five to seven years of prior experience in a cultural, entertainment, or sports venue managing public-facing staff.
F-03 and F-04 certifications, to be obtained within the first 90 days of employment.
Excellent problem-solving skills.
Ability to work well under pressure, collaborate, and follow the department's chain of command.
Ability to stand for the majority of the shift.
Ability to work a flexible schedule including nights, split days off, weekends, and holidays in a 24/7 environment.

Nice To Haves

Knowledge of ADA compliance as it relates to guest services.
Knowledge of several generations of iPhones and Android devices, and ability to learn and assist patrons with Met e-tickets and Clear and Excelsior passes.
Experience managing union staff or familiarity with Collective Bargaining Agreements.
Knowledge of Tessitura.

Responsibilities

Manage front-of-house performance staff during public events and performances, motivating them to provide excellent customer service.
Resolve performance-related guest issues professionally and equitably, including seating, ticket, accessibility, health, late-arrival, and equipment issues.
Help design and implement bi-annual front-of-house training programs covering customer service, accessibility, and health and safety.
Motivate staff and uphold guest-care standards through ongoing attention to service during performances.
Foster a positive, friendly, and motivational work environment for guest-service team members.
Ensure public spaces are clean, unobstructed, and ready for guests.
Conduct pre-show front-of-house briefings covering performance and event details across relevant spaces.
Troubleshoot and document event-day incidents and operating problems affecting clients, guests, staff, or operations.
Address staff issues in real time when possible, report issues to management as needed, and follow up in a timely and effective manner.
Prepare a nightly post-event Performance Report and report incidents in detail and on time.
Review and submit weekly front-of-house staff payrolls.
Maintain knowledge of emergency evacuation plans, accessibility, and guest care as they relate to performances and events.
Interface with NYPD, FDNY, and Lincoln Center during performance periods as necessary.
Coordinate with front-of-house management teams on appropriate event and performance staffing and setup.
Coordinate with the Chief Ushers Office and Payroll Office to maintain accurate staff status and attendance records.
Assist with hiring, training, and onboarding new front-of-house employees in procedures for performance-related duties.
Assist with updating standard operating procedures for front-of-house house-management tasks, including opening, closing, and performance-season procedures.
Supervise building closure on performance evenings.