Visitor Experience Supervisor (Part-Time Temporary)
About The Position
The Visitor Experience Supervisor is a key member of The Shed’s Visitor Experience team, responsible for supporting and overseeing frontline operations. This role leads frontline staff, serves as a power user of the ticketing platform, and helps advance The Shed’s customer service goals. The Visitor Experience Supervisor will contribute to shaping the audience experience by exploring how technology and new engagement strategies can enhance visitor interactions. This role oversees a fully cross-trained team supporting box office operations, front-of-house services, group sales, and customer service. The ideal candidate has experience leading frontline teams within arts, entertainment, or cultural institutions and is comfortable working in seated, general admission, and timed-ticketing environments. They possess knowledge of both performing and visual arts, reflecting the interdisciplinary nature of The Shed’s programming. The ideal candidate is collaborative, adaptable, and enthusiastic about The Shed’s mission and contemporary culture broadly, including the arts, popular culture, science, and technology.
Requirements
- Three or more years of supervisory experience in ticketing, hospitality, customer service, or visitor experience
- F-03 Certification required
- Ability to stand for extended periods and lift up to 50 lbs.
- Availability to work evenings, weekends, and holidays as needed
Nice To Haves
- Experience supporting both performing and visual arts environments preferred
- Experience using ticketing systems; Tessitura experience strongly preferred
- Experience supervising union staff preferred
- Interest in improving visitor experience through technology and operational innovation
- Warm, professional, and approachable demeanor with staff, colleagues, and visitors
- Strong leadership, organizational, and problem-solving skills
- Excellent verbal and written communication skills
- Ability to remain calm and effective in fast-paced or high-pressure situations
- Receptive to feedback and committed to continuous improvement
Responsibilities
- Support The Shed’s mission by delivering a welcoming, inclusive, and best-in-class visitor experience
- Lead frontline staff through scheduling, training, coaching, and performance management
- Foster open communication with Visitor Experience Associates to quickly identify and resolve operational issues
- Supervise frontline operations, including ticketing, membership sales, ushering, coat check, greeting, information services, gallery attendance, wayfinding, retail support, group visits, and inbound communications
- Assist with the storage, inventory, and distribution of programs and related materials
- Help ensure audience safety and preparedness by maintaining appropriate frontline certifications and emergency response training
- Lead daily operational briefings and pre-event updates to keep staff informed and engaged
- Manage daily staffing assignments and break schedules
- Complete end-of-day financial reconciliation, cash handling, and reporting duties
- Serve as a trainer and advanced user of the Tessitura ticketing system
- Promote a positive, collaborative, and high-performing work environment
- Deliver excellent customer service across all channels, including in person, phone, and email
- Maintain accurate frontline data collection and uphold institutional data governance standards
- Support a culture of accountability, professionalism, and service excellence
Benefits
- The hourly rate for this position is $30.00
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What This Job Offers
Job Type
Part-time
Career Level
Mid Level
Education Level
No Education Listed
