Audience Services Manager

Miller Theatre Manager

Reporting to the Director of Marketing and Engagement, the incumbent oversees audience services, box office operations, and related communications for Miller Theatre at Columbia University. Responsible for maintaining high-quality customer service for the Theatre’s diverse audiences; overseeing box office and front-of-house operations; and recruiting and leading a team of box office and front-of-house staff. As a member of the marketing and engagement team, the incumbent works to increase support for and awareness of Miller Theatre and its programming.

About Miller Theatre

Miller Theatre is an acclaimed New York City music venue and concert producer, widely celebrated for its innovative programming and its success in building new audiences for the arts. Dedicated to producing and presenting unique events across contemporary and early music, jazz, and opera, Miller curates experiences that push artistic boundaries while remaining engaging and accessible. A typical season of 20 to 25 concerts draws tens of thousands of visitors to the campus and the surrounding neighborhood. In addition to its signature concerts, Miller also serves as a vibrant hub for a wide range of campus events, fostering creative collaboration and cultural exchange throughout the year.

Responsibilities

• Serve as the primary advocate for the audience experience at Miller Theatre events and performances; cultivate high-quality customer service for audiences, artists, students, faculty, and staff; foster a collegial, educational, and inviting environment that enables everyone to do their best work.
• Oversee Miller Theatre’s Box Office and ticketing operations; operate and maintain the ticketing and patron management database; pull targeted lists for marketing and fundraising initiatives; ensure compliance with university PCI/DSS policies for credit card handling; advise event producers on ticketing services, venue policy, and best practices; and ensure compliance with university and department policies as well as optimal operations.
• Reconcile cash, credit card, sales, and audit reports; manage the box office petty cash fund; and make ticket revenue deposits.
• Maintain sales and attendance records; develop and prepare reports to aid in budgeting, tracking, and projections, including point-in-time and year-over-year analysis.
• Oversee front-of-house operations; coordinate with event production and stage managers; manage reserved and general admission seating; anticipate and resolve event-related issues such as crowd management, ticketing problems, and late seating; and ensure compliance with ADA access regulations and venue capacity limitations.
• Recruit, train, schedule, supervise, assess the performance of, and mentor a team of 20-30 students and 5-6 freelance staff for box office and front-of-house roles, including preparation of bi-weekly payrolls.
• Provide accurate and timely communications to audience inquiries and with ticket buyers regarding order status/fulfillment and subscription renewals; and ensure accuracy in newsletters and promotional messaging.
• Oversee artist hospitality and maintain an inventory of related supplies.
• Maintain up-to-date knowledge of theater emergency procedures and audience safety guidelines.
• Monitor theater seating area, lobby, public rest rooms, green room, dressing rooms, and artist areas for cleanliness and working order. Certified as a New York City Fire Guard for Miller Theatre.

Minimum Qualifications

Bachelor’s degree or its equivalent is required. Three years of related professional experience is required. Ability to lift and move boxes and equipment weighing up to 20 pounds across the venue, and to frequently climb flights of stairs within Miller Theatre. Ability to stand for extended periods of time while staffing events and performances. A resume and cover letter must be submitted to be considered for the position.

Preferred Qualifications

Prior experience with OvationTix and/or other ticketing systems is strongly preferred.

Other Requirements

Must have demonstrated skills in customer service, event management, financial management, and staff supervision. Exceptional planning, organizational, and team-building skills are necessary. Superior written and verbal communication skills are required, as is the ability to interact with a highly diverse group of constituents within and outside the University and performing arts community, utilizing savvy, tact, and discretion. A high level of energy and initiative is essential. Strong working knowledge of software, databases, and platforms utilized in box office operations and audience services (MS Office, Google Workspace) is required. Ability to work nights and weekends is required. This position works in-person at Columbia University’s Morningside Heights campus.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.