Visitor Experience Manager

The Shed•New York, NY

3d•$70,000 - $75,000•Onsite

About The Position

The Visitor Experience Manager is a key member of the Visitor Experience team, responsible for developing, launching, and managing front-of-house operations for visual and performing arts at The Shed. Reporting to the Director of Visitor Experience, the Visitor Experience Manager will lead the frontline team, oversee front-of-house operations, and help achieve the customer service goals of The Shed. The Visitor Experience Manager is part of the core team responsible for the visitor experience and rethinking how technology and new engagement strategies can shape that experience. The Visitor Experience Manager will be running operations in flexible performance spaces that change for each newly commissioned production and co-productions. This includes The McCourt (approx. 1,200 seated, 2,000 standing), The Griffin Theater (600 seated), and two 13,000-square-foot gallery spaces, including The Darla Moore Gallery. The ideal candidate has experience optimizing front-of-house operations for cultural organizations in seated, general admission, and timed ticketing environments. They have expertise in both the performing and visual arts, which is essential for the interdisciplinary nature of The Shed’s programming. Experience in Tessitura ticketing administration and as a house manager is essential. They have leadership experience, a demonstrated enthusiasm for The Shed’s mission to advance contemporary culture, a strong interest in the arts, popular culture, science, and technology, and can work collaboratively with colleagues across a quickly growing organization. This is a full-time, exempt, on-site position which requires a flexible and non-traditional schedule including evenings and weekend coverage.

Requirements

Three or more years of house management experience in a managerial role
Must be willing to work weekends and occasional evenings to support programming needs
Expertise in both the visual and performing arts
Open to rethinking the visitor experience using technology and new strategies
Friendly, welcoming, and warm demeanor towards colleagues, staff, and visitors
Strong leadership skills
Exemplary verbal and written communication skills
Resilient and able to handle high-pressure situations without burning out
Responds well to constructive feedback
Able to work a variable schedule including nights and weekends
Knowledge of ticketing systems (Tessitura preferred) in sales as well as building seated, general admission, and timed ticketing environments
Knowledge of venue management systems (VenueOps preferred)
Knowledge of Google Suite
Knowledge of employee scheduling software (i.e., When I Work, Makeshift, When to Work)

Nice To Haves

Deep knowledge of Tessitura ticketing system desired

Responsibilities

Responsible for aligning customer service with The Shed’s mission to create a best-in-class visitor experience that is welcoming to all
Lead the cross-trained frontline team of unionized Visitor Experience Associates, including hiring, training, scheduling, performance management, and running employee engagement and recognition programs
Build a strong team that is highly trusted and highly competent
Create a positive work environment where excellence is fostered among frontline staff
Manage the efficient flow of guests through the space, including entry, coat check, ticketing queues, scanning, seating, bathrooms, refreshments, exit, etc.
Perform as Manager on Duty during daily operations, special events, and activations, and provide floor coverage as needed
Responsible for the safety and well-being of the audience, including ensuring that all frontline staff are fire guard certified and trained to respond appropriately in the event of an emergency
Coordinate and manage front-of-house operations alongside stage managers and/or production team for theatrical performances, with consideration for audience flow and guest experience
Manage and optimize coat and bag check operation
Ensure accurate access control for ticketed events
Optimize the ticketing system, Tessitura, for all front-of-house operations including N-Scan Access Control, customer service issues, hold inventory and management, and reporting
Manage the storage, inventory, and distribution of printed programs
Process ticket orders and act as backup for ticketing operations
Support ticket and membership sales in person, by phone, and online
Support customer service efforts across all channels including email, phone, and in person
Act as a power user for Momentus (venue management system), Tessitura (CRM and ticketing system), and Zendesk (helpdesk system)
Responsible for reporting to help the organization make data-informed decisions, including nightly house reports
Liaise across departments to maintain high data governance standards across the institution
Lead a team committed to radical service
Monitor KPIs and OKRs to ensure the efforts of The Shed reflect a high level of achievement