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Visitor Experience Manager
2 months ago
The Shed is a pioneering cultural institution dedicated to advancing contemporary culture and fostering a shared understanding of our rapidly changing world. We produce and welcome innovative art and ideas, across all forms of creativity, to build a more equitable society. Our highly adaptable building on Manhattan's west side serves as a hub for collaboration, innovation, and community engagement.
About the PositionThe Visitor Experience Supervisor is a key member of our Visitor Experience team, responsible for developing and managing frontline operations at The Shed. This role will lead the frontline team, leveraging expertise in customer service, ticketing systems, and front-of-house operations to achieve exceptional visitor experiences.
Key Responsibilities- Align Customer Service with The Shed's Mission: Ensure that our visitor experience is welcoming to all, aligning with our mission to advance contemporary culture.
- Lead the Frontline Team: Supervise and develop a high-performing team, including scheduling, performance management, incentive programs, and training.
- Foster a Positive Work Environment: Encourage open communication and collaboration among frontline staff, ensuring they feel empowered to address operational needs.
- Supervise Frontline Staff: Oversee staff in roles including ticket/membership sales, ushering, coat check, greeting, information, gallery attendant, wayfinding, retail, groups, and inbound calls.
- Assist with Program Distribution: Support the storage, inventory, and distribution of programs.
- Ensure Audience Safety: Ensure that all frontline staff are fire guard and first aid certified, and trained to respond in the event of an emergency.
- Run Morning Updates and Pre-Event Briefings: Keep the frontline team engaged and informed through regular updates and briefings.
- Manage Daily Schedules: Assign posts and create break schedules to ensure seamless operations.
- Complete End-of-Day Financial Duties: Manage cash handling and reporting.
- Act as a Power User and Trainer for the Ticketing System: Leverage expertise in Tessitura to drive efficient operations.
- Build a Strong Team: Foster a culture of excellence, trust, and competence among frontline staff.
- Lead Service Delivery Excellence: Drive exceptional service delivery through all channels, including in-person, phone, and email.
- Collect and Analyze Data: Gather accurate data to inform organizational decisions and maintain high data governance standards.
- Monitor OKRs and KPIs: Ensure that our efforts reflect a high level of achievement and align with organizational goals.
- Supervisory Experience: Three or more years of ticketing and/or customer service experience in a supervisory role.
- Customer Service Expertise: Expertise in customer service for both performing and visual arts.
- Ticketing System Experience: Experience using a ticketing system, such as Tessitura.
- Leadership Skills: Strong leadership skills, with a friendly, welcoming, and warm demeanor.
- Communication Skills: Exemplary verbal and written communication skills.
- Resilience: Resilient and able to handle high-pressure situations without burning out.
- Adaptability: Able to work a variable schedule, including nights, weekends, and holidays.
