About The Shed

The Shed is a new 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.

The Shed is dedicated to building an equitable environment that is mixed across lines of difference and strongly encourages applications from Black, Indigenous, people of color, women, transgender, and nonbinary candidates. This position will remain open until filled and until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the arts field are strongly encouraged to apply. Whether you’re new to arts and culture administration, returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar.

Application Instructions / Public Contact Information

Application Process

Interested candidates should complete an application and submit résumé and cover letter in a single Word or PDF document saved as candidate's first and last name through our Career Center. Only résumés and cover letters submitted in this format will be reviewed.

The Shed jobs

Visitor Experience Manager