Manager, Guest Experience Operations
On-site · New York City, New York, United States
Job Summary
Lead front-of-house operations for New York City Ballet performances and events at Lincoln Center, supervising 80+ unionized ushers and ticket takers and 4 Performance Managers. Serve as the senior front-of-house representative during assigned performances, ensuring exceptional guest service, operational excellence, venue presentation, safety compliance, and collaboration with production, stage management, security, facilities, and partners. Oversee staffing, scheduling, payroll coordination, staff training and development, performance-day operations, ADA accommodations, and compliance with labor agreements. Drive operational reporting, housing liaison duties with resident companies and event stakeholders, and develop Performance Managers to independently lead performances. Maintain a visible management presence at showtime, coordinate with multiple departments, and manage staff communications, records, and overall front-of-house performance.
Required Qualifications
- Bachelor's degree in Arts Administration, Theater/Performing Arts Management, Hospitality Management, or Business Administration, or related field, or equivalent combination of education and experience
- 5–7 years of progressive experience managing front-of-house operations in live entertainment venues
- 2-3 years of leadership experience managing supervisors and large teams (30+), with demonstrated success
- Experience working in a unionized environment and interpreting Collective Bargaining Agreements
- Experience recruiting, training, coaching, evaluating, and supervising staff in a customer-facing environment
- Strong organizational, administrative, and record-management skills
- Exceptional customer service, communication, and conflict-resolution abilities
- Knowledge of ADA requirements, public assembly operations, fire safety standards, emergency preparedness, and life-safety procedures
- Ability to thrive in a fast-paced, high-pressure environment while managing multiple priorities
- Strong written, verbal, and interpersonal communication skills
- Availability to work evenings, weekends, holidays, and extended hours based on performance and event schedules
- FDNY F-03 Certification and CPR certification, or the ability to obtain both shortly after hire
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