Visitor Experience Manager

About The Shed

The Shed is a cultural institution of and for the 21st century. We produce and welcome innovative art and ideas, across all forms of creativity, to build a shared understanding of our rapidly changing world and a more equitable society. In our highly adaptable building on Manhattan’s west side, The Shed brings together established and emerging artists to create new work in fields ranging from pop to classical music, painting to digital media, theater to literature, and sculpture to dance. We seek opportunities to collaborate with cultural peers and community organizations, work with like-minded partners, and provide unique spaces for private events. As an independent non-profit that values invention, equity, and generosity, we are committed to advancing art forms, addressing the urgent issues of our time, and making our work impactful, sustainable, and relevant to the local community, the cultural sector, New York City, and beyond.

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-production. This includes The McCourt (approx. 1,200 seated, 2,000 standing), The Griffin Theater (600 seated), and two 13,000-square-foot gallery spaces.

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.

Key responsibilities include, but are not limited to

• 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 fully cross-trained frontline team of Visitor Experience Associates including recruiting, hiring, training, scheduling, performance managing, 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, bag search, ticketing queues, scanning, seating, bathrooms, refreshments, exit, etc.
• Perform as the House Manager for shows in The Griffin Theater and The McCourt, or elsewhere 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
• Communicate directly with the Stage Manager and production team to determine curtain time and start the performance on time
• 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, customer service issues, and reporting
• Manage late seating and develop strategies that do not disturb the audience
• Orchestrate an excellent intermission experience for audience members
• Support the group sales program by developing practices for welcoming groups to ticketed events
• 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 phone, chat, and in person
• Manage projects related to optimizing front-of-house operations
• Act as a power user for Momentus (venue management system) and Tessitura (CRM and ticketing system), and Zendesk (helpdesk system)
• Responsible for reporting and analytics 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

Qualifications and Qualities

• Three or more years of house management experience in a managerial role
• 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
• Deep knowledge of Tessitura ticketing system desired

Technical Skills

• Knowledge of ticketing systems (Tessitura preferred) in building seated, general admission, and timed ticketing environments
• Knowledge of venue management systems (Momentus preferred)
• Knowledge of Google Suite
• Knowledge of employee scheduling software (ie: When I Work, Makeshift, When to Work)

Compensation

The salary range for this position is $72,000-75,000. Compensation is commensurate with experience.