Audience Services Manager - Ensemble Studio Theatre

AUDIENCE SERVICES MANAGER

Department: Administrative, Front of House
Position: Part-Time seasonal, non-exempt. 10-25 hours/week based on the production schedule
Location: New York City, in-person at Ensemble Studio Theatre, with the ability to work remotely pending the production calendar

Compensation: $25/hour

Start Date: On or about September 16, 2024

Ensemble Studio Theatre (EST) is an acclaimed, award-winning nonprofit developmental theatre in Hell’s Kitchen. EST develops and produces original, provocative and authentic new plays, discovering and nurturing new voices and supporting artists throughout their creative lives. EST is a dynamic community committed to a collaborative process and to inclusion across all aspects of identity. We acknowledge and work to end systemic marginalization and oppression at all levels of the organization. We believe that this extraordinary support and commitment to inclusivity are essential to yield extraordinary work. EST supports and is made up of a vibrant, 600-member artistic community (“membership”).

EST’s Equity and Justice Work

Since 2013, EST has engaged in a deepening process of transformation toward becoming an inclusive and anti-racist organization. As a historically predominantly White institution, in 2020 we commissioned an independent study by Rebecca KellyG to delve deeply into every aspect of our operations and identify white supremacist practices and assumptions. EST’s Transition Team then led the organization through a leadership transition, recently hiring two new co-Artistic Directors and preparing to embark on a permanent Managing Director search in the coming year. Our goal is to create a more holistic, inclusive, intentional, and healthy work environment. This work includes ongoing anti-racism and anti-oppression training, and creating affinity spaces for those within the EST community. For more information on our transition, please visit Ensemblestudiotheatre.org/artequityjustice.

AUDIENCE SERVICES MANAGER JOB PROFILE

The Audience Services Manager will execute all areas pertaining to box office and Front of House for EST’s productions and developmental programming. For the 2024-25 season, this will consist of 2 mainstage productions, 6 Youngblood Brunches, the EST/Sloan First Light Festival, and other developmental work throughout the season. This will include setting up our ticketing and reservation sites, ticket income tracking and reporting, and group sales. The position will hire and oversee Front of House staff and volunteers, and will report to the Managing Director.

The Audience Services Manager has regular direct interaction with members of the 600 strong EST membership of ensemble artists, as well as audiences, guest artists, donors, and other members of the wider New York City artistic community. They will be a key player in carrying out EST’s values of hospitality and belonging, working with the Co-AD’s, the Managing Director, and the staff at large to ensure a friendly and accessible environment for all who come through our doors. The role is ideal for someone who enjoys customer service and engaging with a wide variety of personalities.

The Audience Services Manager’s primary responsibilities will include:

Box Office

• Oversee the box office and manage sales and/or reservations for all EST events
• Build and maintain all events on Patron Manager
• Lead group sales campaigns and discount codes, and manage communications/sales with group leaders
• Provide friendly and timely customer service to anyone reaching out to EST’s box office via phone, email, and in person
• Collaborate with GM to manage audience lists for special events such as Opening Night
• Collaborate with artistic leadership and the Development department on ticket sales and reservations for Board members, VIP’s and donor cultivation efforts
• Manage ticket hold allocations throughout run
• Administer financial reporting on all earned income on a weekly basis and following the close of a production
• Assist in collecting audience member statistics
• Ensure that interactions from all box office and FOH staff create a welcoming environment for audiences from all backgrounds and levels of experience with the performing arts

Front of House

• Hire, train, and manage Box Office support, House Manager, concessions, and other front of house staff when needed
• Personally staff box office or FOH when necessary
• Coordinate with Marketing team for all printed materials, including program.
• Prepare signage for all reservations (press, foundational, VIP) as well as reserved seating purchases
• Act as point of contact for accessibility questions and general audience inquiries
• Communicate with appropriate staff person to resolve issues raised by FOH employees
• Collaborate with the Co-AD’s and Community Engagement Manager on audience development initiatives
• Communicate with production staff (PSM, ASM) on behalf of audience services
• Create FOH plan for each public event (staffing needs, traffic flow for audience) in consultation with MD and Co-AD’s
• Manage concessions inventory and ensure concessions bar set up for each performance
• Work closely with house management and general management to create a welcoming and smooth FOH experience for our audiences
• Engage in anti-racism trainings with the EST staff throughout the year, as well as other professional development (hospitality, etc)

The ideal candidate will:

• Have experience working with a performing arts ticketing software 
• Have the flexibility in their schedule for their hours to fluctuate throughout the season
• Possess excellent customer service instincts
• Have strong written and verbal communication skills
• Be able to work autonomously with rigorous attention to detail
• Have strong organizational skills, with the ability to prioritize
• Possess the ability to work under pressure with a variety of personalities in rapidly changing circumstances, leading with patience, flexibility, professionalism, and a sense of humor
• Ability to prioritize hospitality and audience care when making decisions or recommendations regarding all front of house activities
• Be careful and trustworthy in handling sensitive and confidential information
• Enjoy engaging with artists of all types and embodying EST’s values of hospitality and  belonging
• Embody and represent the mission and core values of EST to our artists, technicians,

audience, and staff, which includes a dedication to anti-oppressive practices in the theatre and beyond and/or a willingness to learn and embody these practices

We recognize that no one person will encompass all of the experience and qualities that we are seeking, and encourage and welcome applications from candidates with varied backgrounds and different applications of skills. Applicants from historically excluded communities are strongly encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, familial status, sexual orientation, national origin, ability, age, or veteran status.

TO APPLY

Applications will be accepted through Thursday, August 8. Please email a cover letter and resume to jobs@ensemblestudiotheatre.org and type “Audience Services Manager- YOUR NAME” as the subject line. In your cover letter, please describe your relevant experience and philosophy towards hospitality and creating belonging. No phone calls please. For more information on Ensemble Studio Theatre, please visit www.ensemblestudiotheatre.org.