Audience Services Manager

Title: Audience Services Manager  

Department: Audience Services 

Reports to: Director, Ticketing and Audience Services 

Direct Reports: Audience Services Supervisor, Leads, Representatives, and Associates  

Summary 

The Audience Services Manager leads a multi-channel Contact Center team responsible for providing guest service commensurate with the world-class performances that take place across our venues. 

The Audience Services Manager creates and sustains a high-performing, service-focused environment by ensuring that team members are equipped, motivated and supported as they address a wide range of guest needs. The Audience Services Manager advocates for guests by collecting and analyzing agent and guest input and by sharing actionable information and recommendations with Audience Services, Marketing and Development Leadership. 

This position is part of the Audience Services Management team and is expected to provide visible and effective leadership. The Manager is directly responsible for scheduling a team of 20–25 Leads, Representatives, and Associates to ensure adequate coverage and efficient operations. In collaboration with the Training Manager, the Audience Services Manager helps ensure that the team consistently meets service delivery goals. Additionally, the Manager plays a key role in developing and implementing programs designed to support and enhance overall performance. 

Essential Functions 

• Create and manage scheduling to ensure consistent and adequate staffing of multi-channel contact center in support of performances and customer services for all clients
• Provide day-to-day management of Audience Services team members that ensures compliance with performance and service goals
• Manage Audience Services project assignments including outbound service calls, performance reseating, subscription seating and other customer service projects
• Work with Training Manager to identify and implement necessary training and coaching
• Use data to inform scheduling and ensure that Audience Services meets its response standards
• Develop and implement programs to gather and report information about call content, guest friction points and other insights
• Develop and maintain positive, pragmatic working relationships with other Ensemble Arts Philly/ Philadelphia Orchestra departments.
• Lead the Audience Services recruiting and hiring team for contact center team
• Implement all Audience Services-related policies and procedures
• Provide escalated customer service as needed
• Provide reports and data to leadership using existing tools and reports
• Take part in on-call rotation  
• Other duties as assigned 

Education/Experience 

• Bachelor’s degree or relevant experience required
• A minimum of three to four years of demonstrated success in customer service management, with responsibilities that include hiring, scheduling, and performance oversight
• Experience working with diverse audiences and accessibility a plus

Knowledge/Skills/Abilities 

• Commitment to team building, inclusion and service through empowerment
• A passion for and history of delivering exceptional customer service 
• Proven ability to develop and maintain a work environment that delivers exceptional customer service with an entrepreneurial approach
• Strong interpersonal skills including the ability to work independently and with varied personalities across organizations, as well as in team settings
• Able to understand, analyze and interpret data
• Proficient in ticketing software (Tessitura preferred)
• Ability to provide visible leadership and to establish a sense of pride and collaboration among all Audience Services staff 
• Proficiency with Microsoft Office (Excel, Word, Power Point etc)
• Current knowledge on all relevant industry trends and emerging technologies 
• Ticketing software experience a plus, especially Tessitura

Environment, Physical Demands, and Other Conditions

• This role will primarily be performed in-person, supporting a team that works both remotely and on-site.
• Audience Services team members may have the opportunity to work a combination of in-office and remote shifts. Remote work assignments may be offered following a successful probationary period. All team members are expected to work both in-office and remote shifts as scheduled.
• A suitable remote work environment is required. This includes a quiet, distraction-free space that supports professional interactions by phone, email, and online chat.
• Availability to work evenings, weekends, and holidays is required.
• Work is primarily performed in an office environment.

Application Requirements 

Resume and cover letter are required when applying for this position. 
 

Equal Opportunity Employer Statement 

The Philadelphia Orchestra and Ensemble Arts, Inc. does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.