Performance Manager
On-siteLincoln, Massachusetts, United States
Job Summary
Resolves guest, staff, and operational issues in an equitable, professional, and courteous manner while designing training programs for front-of-house teams on customer service, accessibility, and emergency preparedness. Leads pre-show briefings to align staff on performance details and audits nightly post-event reports and weekly payrolls. Supervises full-time, part-time, union, and non-union personnel, coaching them to maintain high service standards and ensuring public spaces remain clean and obstruction-free. Troubleshoots event-day incidents, documents safety concerns, and coordinates with NYPD, FDNY, and Lincoln Center partners as necessary. Requires F-03 and F-04 certifications, three to five years of venue management experience, and ability to work flexible shifts including nights, weekends, and holidays in a high-volume live performance environment.
Required Qualifications
- Three to five years of experience in a cultural, entertainment, hospitality, or sports venue, with demonstrated success managing public-facing teams and varying audiences.
- Demonstrated understanding of venue operations, guest safety practices, emergency procedures, and public-facing service standards.
- Excellent problem-solving, communication, and decision-making skills, with the ability to follow established reporting lines and escalate issues appropriately.
- Ability to remain calm, professional, and effective under pressure.
- F-03 and F-04 certifications required.
- Must be able to stand for the majority of the shift.
- Ability to work a flexible schedule, including nights, weekends, holidays, and split days off, in a high-volume world class live performance environment.
Desired Qualifications
- Knowledge of ADA requirements and accessibility best practices as they relate to guest services preferred.
- Experience managing union staff or familiarity with collective bargaining agreements preferred.
- Preferred experience with Tessitura or a comparable ticketing/customer relationship management system, along with proficiency in the Microsoft Office suite.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.