Audience Services Manager
CHICAGO HUMANITIES FESTIVAL
Title: Audience Services Manager
Reports to: Director, Production and Audience Experience
Supervises: Part-time, seasonal audience services representatives, house managers, volunteers
Classification: Full-time, exempt, member of Audience Experience departmentAbout the Chicago Humanities Festival
The Chicago Humanities Festival is a non-profit year-round festival of conversations, performances, and experiences. In our history, we have produced more than 140 programs annually, reaching a live audience of nearly 50,000 adults and 12,000 youth. We have presented over 3,000 outstanding speakers, including: 10 Nobel Laureates; 73 Pulitzer Prize winners; 56 MacArthur “Genius” Fellows; 34 Academy Award, Tony, and Grammy winners; and 18 James Beard Award winners. Our dedicated YouTube channel has had over 4.4 million views. Additional information is available at chicagohumanities.org. In response to the pandemic in 2020, CHF pivoted to hosting events virtually on our YouTube and Zoom platforms. In 2021, we will host around 60 events virtually, while planning for a return to in-person gatherings later this year.
Reporting to the Director, Production and Audience Experience, the Audience Services Manager is a full-time, permanent position that manages the box office, oversees front-of-house operations in our rental venues across the city, and maintains a quality experience for all audience members from the ticket buying experience to the day-of festival experience. This role is simultaneously an expert people manager and experienced technology manager: they lead a team of full-time and seasonal box office staff and house managers, and our group of 400 dedicated volunteers; while also overseeing the technology that supports the work of the team such as our custom ticketing system, box office phone systems, on-site box office laptops, ticket scanners, etc. Always keeping the audience members’ experience in mind, this role oversees how we prepare and communicate with audience members as it pertains to our customer service policy, know-before-you-go emails, event signage, plans for crowd management, and accessibility for people with disabilities and older adults.
Supervise day-to-day operations of the box office, including oversight of a full-time Audience Services Coordinator, part-time seasonal staff and volunteers, daily financial transactions and controls, and box office software and equipment.Ensure quality customer service for a diverse, multigenerational audience by phone, online, and at events.Monitor Audience Services budget for staffing and supplies.Recruit, hire, train, and manage seasonal box office staff and house managers, coordinating schedule and location assignments, and tracking payroll hours for these employees.Oversee volunteer registration, communications, and training materials.Evaluate marketing successes through end-of-production summaries, reporting out ticket sales data, audience demographics, buying behavior, use of accessible services, etc.Oversee partnerships with third party box offices and booksellers, providing reporting of sales data. Oversee front-of-house materials, including Festival venue bag packing.Oversee technology setup for front-of-house operations of the Festival, including laptops, scanners, and ticket printers.Oversee box office supplies inventory.Oversee the build of ticketing system content in preparation for ticket on-sales.Assist in the planning and implementation of ticket promotions and discounts.Monitor and enforce box office policies and procedures.Work closely with Marketing department to ensure consistency of customer service language and policy messaging.As manager, can step in as head box office manager or head house manager for events as needed. Occasionally serve as a chat moderator for virtual events, which includes answering audience questions, reinforcing an inclusive environment, resolving conflict in a professional manner, and removing users from the chat if necessary per CHF’s community guidelines.Assist the Director, Production and Audience Experience on other duties as assigned.Qualifications
3+ years experience in management of box office, visitors services, front-of-house operations, and/or volunteer coordination.A dedication to creating a culture of friendly, inclusive customer service and enjoy working with the public.Strong people management skills and the ability to delegate tasks efficiently to a team.Demonstrated ability to foster a positive, supportive work environment for your team.Tech-savvy with systems management experience (ticketing system, donor database, website content management systems, email marketing platforms, box office phone systems).A highly-organized team player, able to multi-task with several projects simultaneously in a fast-paced, collaborative environment. Grace under pressure, flexibility, resourcefulness, and assertiveness in problem solving.Excellent writing and communication skills. Must be comfortable communicating publicly while training staff and volunteers.Experience or training in accessibility, disability awareness, or diversity/equity/inclusion initiatives considered a plus.Ability to work evenings and weekends per our events schedule.Compensation and Work Location
This is a full-time position with a salary of $50,000 based on qualifications and experience. Benefits include health, dental, and vision insurance, 403b retirement plan, a commuter spending plan, flexible working hours, paid time off, paid volunteer days, remote work opportunities, a parental leave plan, and more.
As is true of our entire staff, this role will begin working remotely until we return to our Chicago office in summer or fall 2021. While working remotely, you will have access to a laptop computer and a $25 per pay period ($50/month) stipend to offset home internet and personal phone expenses.
Commitment to Diversity, Equity, and Inclusion
The Festival is committed to providing a diverse, equitable and inclusive workplace, where all employees and volunteers, whatever their gender, race, religion, ethnicity, national origin, age, sexual orientation or identity, education or disability, feels valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and policies. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.
Email the following materials to Brittany Pyle, Director of Production at firstname.lastname@example.org:
· Cover letter
· Contact information for 2-3 professional references
We’ll continue to accept applications until the position is filled, but we ask that applications are submitted by May 31, 2021. Candidates who are selected for an interview will be notified via email.
We look forward to reviewing your materials.
Email applications only. No phone calls please.