Senior Manager of Audience Services

SENIOR MANAGER OF AUDIENCE SERVICES

Job Type: Full-time, on-site

Hours: 40 hours weekly, with frequent evening and weekend shifts.

Location: Baltimore, MD

Salary: $58,000 annually

Everyman Theatre is seeking a Senior Manager of Audience Services to begin this Fall for the start of its upcoming season of plays.

At Everyman Theatre, the Senior Manager of Audience Services serves as our lead supervisor for all front-of-house operations and manages a team of house managers, box office representatives, ticketing service agents, concessions supervisors, and volunteer ushers. Reporting directly to the Director of Marketing & Audience Engagement, the Senior Manager is charged with creating a positive and welcoming environment for all those who enter our venue. To be successful, one must be comfortable engaging in frontline interaction with patrons, volunteers, vendors, community members, guest artists, and staff. This role is instrumental in overseeing all service activities that shape the audience experience, from ticket purchase through final curtain call.

Note: This is a full-time position that requires frequent evening and weekend shifts. To be effective, one must be able to work during a majority of the performances during a show’s run. 

To apply, please send your cover letter, references, and resume to hr@everymantheatre.org. 

PRIMARY DUTIES AND RESPONSIBILITIES:

Audience Experience & Front-of-House Operations

• Lead all front-of-house operations to ensure an outstanding experience for every audience member.

• Supervise and develop a team of house managers, concessions supervisor, bartenders, and box office / ticketing service representatives.

• Handle staff scheduling for all performances. A typical shift may have 4-6 front of house (FOH) associates working, plus volunteer ushers.

• Coordinate staffing support for other events and activities at the theatre, as needed. (Education performances, special events, donor receptions, etc.)

• Serve as Manager-on-Duty during performances, resolving patron concerns and supporting staff.

• Manage relationships with FOH vendors and partners, including hiring of security.

• Monitor and ensure smooth lobby traffic, access, and seating for performances and events. Establish and maintain standards of excellence in accordance with industry trends and best practices.

• Maintain safe, welcoming, and well-presented public spaces. Anticipate and meet the requirements of special needs patrons.

Team Leadership

• Foster a positive, collaborative, and service-focused team culture.

• Develop customer service standards, operational procedures, and staff training.

• Lead FOH planning meetings for each production.

• Collaborate with the Audience Services Coordinator to recruit, hire, train, schedule, and support front-of-house staff and volunteers.

• Work closely with the Director on managing an operating budget for all FOH functions.

Organizational Collaboration

• Partner with Marketing, Philanthropy, and other departments to support revenue goals.

• Collaborate with the Marketing team on audience communications, lobby signage, and coordinated efforts to engage attendees around various sales touch points. (e.g.: a subscription information table or personalized seat notes for select attendees.)

• Collaborate closely with the Patron Communications Coordinator to review audience feedback and implement continuous improvements to the patron experience.

• Help develop policies and practices that reflect and promote Everyman Theatre’s core values of People, Community, and Excellence.

• Participate in ongoing institutional initiatives and special projects.

• Make sure performance-specific reports are communicated to appropriate staff and leadership in a timely manner.

DESIRED QUALIFICATIONS:

• Experience working in hospitality service for a mid- to large-size venue. (min 250 capacity). Previous experience at a professional theatre or performing arts venue a plus.

• Successful management experience, with a passion for delivering exceptional customer service. The ideal candidate has 5 years in a similar role.

• Demonstrated ability in working with the public, with conflict resolution skills.

• Ability to provide clear leadership while emphasizing collaboration and teamwork.

• Basic knowledge of CRM/ticketing systems (Patron Manager, Tessitura, or similar) and high proficiency in ticketing operations for live events.

• Strong written, verbal, and interpersonal communication skills, including the ability to work either independently or collaboratively with varied personalities.

• Ability to solve problems and think on your feet, strategic thinking skills a plus.

• Comfortable working in Microsoft Office Suite, with preferred experience in Excel.

• Ability to triage priorities and perform in a fast-paced and dynamic work environment.

• Ability to generate creative ideas and solutions to operational challenges.

• Knowledge of relevant industry trends and emerging technologies preferred.

• A nimble sensibility to adapt communication styles as needed to engage with the diverse viewpoints of our patrons.

EMPLOYER BENEFITS

• 100% individual health coverage for medical, dental, vision, and life insurance, including full-premium and full-deductible coverage.

• 401k plan with pre-tax contribution eligibility and 3% employer match.

• Three weeks (15 days) paid time off includes vacation, sick, and personal days, in addition to company holidays.

• Complimentary and discounted tickets to performances and discounts on all classes for employees and families.

WORKING AT EVERYMAN:

Everyman Theatre’s core values are People, Community, and Excellence. The organization is deeply committed to cultivating an atmosphere in which every individual is valued and to fostering a diverse and inclusive environment at every level. We believe that joy should be in our work and are passionate about taking care of one another, having fun, and getting the job done with excellence (in that order!).

Everyman Theatre is proud to be an equal opportunity employer (EEO) and is committed to providing employees with a work environment free of discrimination and harassment of any kind. All employment decisions at Everyman are based on business needs, job requirements, and individual qualifications. Every application will receive equal consideration without regard to race, color, religion, gender identity, familial or parental status, sex, national origin, disability, age, veteran status, or genetics. 

Everyman seeks a broad spectrum of employees and is strongly committed to a diverse, inclusive, and equitable work environment. We encourage applicants from populations underrepresented in the theatre field, and applicants without theatre backgrounds, to apply. 

ABOUT EVERYMAN:

Everyman is a professional theatre celebrating the actor, with an award-winning Resident Company of artists from the Baltimore/Washington, DC area. The theatre is dedicated to engaging through a shared experience between actor and audience seeking connection and emotional truth in performance. Everyman is committed to serving Baltimore through its robust Education and Community Engagement Programs including the High School Matinee Program, the ‘Your Story, Well Told’ initiative blending mental health and arts training, and Lifelong learning initiatives serving ages 3 to 93. Everyman CARES (Committee on Anti-Racism, Equity, and Solidarity) is a committee of Staff and Board dedicated to reviewing all facets of the organization and implementing meaningful change.

With an annual budget of about $6 million, Everyman’s robust theatrical offerings and innovative education and community programming engage audiences and students of all ages with the mission to be a theatrical home for all.