The Audience Services department plays an integral role in promoting a safe, friendly, and welcoming atmosphere for all guests. By delivering unsurpassed customer service we build loyalty and trust within our community. The Senior Manager, Audience Services will work closely with the Director to maintain a team of paid staff that include Performance Managers, Head Usher, Ticket Takers, and Usher Captains. Additionally, the Senior Manager will work collaboratively with other departments to provide support for special events and ADA compliance. This is a full-time, exempt position.
DUTIES AND RESPONSIBILITIES*:
- Recruits, hires and trains up to ninety part-time staff.
- Creates weekly schedules for the part-time staff using the When to Work scheduling application.
- Oversees the recruitment and training of a large and diverse volunteer team.
- Informs staff of all discounts, comp offers, and policy changes.
- Meets with rental manager to ensure safety and ADA compliance for all events.
- Schedules and executes periodic evacuation drills.
- Arranges and manages all Meet and Greet events.
- Prepares and distributes a 3-month calendar to staff and volunteers.
- Provides direction to the Audience Services Assistant in maintaining department statistics.
- Directly manages and supports the Audience Services Manager.
- Provides regular feedback and coaching to staff.
- Serves as a primary Performance Manager on duty for a variety of campus venues.
*- Other duties may be assigned in support of departmental goals
- Proven track record of providing high quality customer experiences.
- Experience in managing and scheduling staff.
- Friendly demeanor with the ability to work collaboratively with others.
- Experience with the When to Work scheduling software a plus.
- Minimum of four years management experience in a related position in the arts.
- Experience with MS Office products (Word, Excel, Outlook).
- Experience managing other full-time staff.
- Dependable and reliable. Able to meet the minimum requirements of the work schedule which will include nights, weekends, and holidays.
- May need to work late or come in early to complete essential duties.
- Must be able to perform basic math.
- Possess outstanding communication, organizational, interpersonal, and writing skills.
- Bilingual in the Spanish language is a plus.
- Must be able to quickly change plans in an instant and make important decisions affecting the patron and staff experience.
- Evidence of maturity, drive, and enthusiasm.
- Ability to successfully resolve problems or issues.
*- Consistent with its obligations under the law, Segerstrom Center for the Arts will provide reasonable accommodation to any employee with a disability who requires accommodation to perform essential functions of their job
- Walk and/or stand for periods of up to two or more hours.
- Walk up and down stairs and slanted walkways.
- Vision ability for both close and distance, with our without corrected vision and ability to adjust focus in differing lighting situations.
- Ability to speak, hear and communicate effectively.
- Reach with hands and arms, stoop, kneel, or crouch.
- Lift and/or move up to 30 pounds.
- Noise level in the work environment may fluctuate from quiet to loud.
- May be exposed to outside weather conditions.
All Segerstrom Center employees must be fully vaccinated against COVID-19, subject to certain medical, disability, and religious exemptions
Segerstrom Center for the Arts is an Equal Opportunity Employer (EEO). All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, gender, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other status protected by local, state, or federal law.