Audience Services Manager
OVERVIEW
SFJAZZ is seeking an experienced full-time Audience Service Manager. This position is responsible for providing supervision of performances and special events in support of all SFJAZZ departments. The successful candidate will oversee the coordination of personnel, equipment, and contracted services related to Front of House throughout the event lifecycle of SFJAZZ activities, to include live performances, events, and offsite activities. As a key member of the SFJAZZ team, the Audience Services Manager will provide a critical operational interface with other departments and will focus on fostering a supportive and optimized work environment for all departments.
ABOUT SFJAZZ
SFJAZZ is one of the world’s most popular and important presenters of jazz, presenting over 450 concerts per year to more than 250,000 music fans. The SFJAZZ Center is a beautiful and perfect stage for jazz artists and the community to celebrate the living American art form of jazz. The $64 million Center launched in 2013 and the 38-year-old non-profit organization now crafts distinguished programming and education services from the heart of the San Francisco arts district. In March of 2020, SFJAZZ launched its digital expansion featuring weekly archival Fridays at Five broadcasts, select monthly on demand full concerts, and live stream performances from the SFJAZZ Center. This expansion will continue even with the return of live performances.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Primary on-site performance/special events venue manager accountable to provide a safe and conducive environment for the execution of activities at SFJAZZ, to include pre and post-performance/special event management of all SFJAZZ guests.
- Establishes standards and protocols with the goal of continuous improvement of operational efficiencies.
- Collaborates across SFJAZZ departments and industry partners to ensure appropriate and timely coordination/compliance of matters related to venue life safety and security.
- Prepare and schedule the Front of House team to ensure adequate coverage for performances and rentals throughout the season. Accountable for paid staff payroll process.
- Supports the Audience Services Management effort related to the SFJAZZ Volunteer. Participation and Recognition Program, including recruiting, interviewing, training and ongoing education of the volunteer cohort. Schedule volunteers for all events that require volunteers.
- Supports and implements the workplace policies of the San Francisco Jazz Organization.
- Interacts and performs collaboratively with the Audience Services Team and collaboration with fellow members of the SFJAZZ Organization.
- Works collaboratively across all departments within the organization at large to plan and execute staffing for performances, special events, including preparing audience chambers for shows.
- Works collaboratively with Production to contact artists to advance merchandise. Creates performances in our vendor software and successfully settles with artists at the conclusion of their shows/runs. Able to own the reconciliation process with the Finance team.
- Uphold and disseminate the SFJAZZ and Front of House policies and procedures.
- Assist with recruiting, interviewing and training a diverse and talented paid FOH staff (and volunteers). Ensure that continued training takes place.
- In collaboration with Production, ensure audience chamber preparedness; including seating configuration and restoration; following ADA requirements, distribution of collateral material for performances.
- Serving as the liaison between emergency personnel and House Manager and/or party in need of services, in case of an emergency.
- Performs duties in compliance with public health orders regarding public assembly venues.
- Any other duties as assigned.
MINIMUM QUALIFICATIONS
- Comfortable operating in a fast-paced, creative, entrepreneurial, technology-forward, not-for-profit cultural institution.
- Ability to manage sizable workloads concurrently and prioritize tasks in a fast-paced work environment.
- Outstanding interpersonal skills, including strong English verbal and written communication skills.
- Curiosity and habit of learning and educating others on new and existing audience services practices, venue management procedures and life safety standards.
- Comfort with technology, basic math and money management skills.
- Ability to work as part of a team and collaborate with co-workers, vendors, and others as needed to perform assigned work duties.
REQUIREMENTS
- Minimum of four years public assembly venue management experience, and a bachelor’s degree in a related field of study, or an equivalent combination thereof.
- General knowledge of life safety standards.
- Physically able to walk, stand, climb stairs, and lift up to 35 pounds.
- Proficiency in the Microsoft, Google, and other integrated cloud applications environment.
- Strong technological comfort - ability to work with and troubleshoot scanners, radios, G-Suite programs, merchandise, payroll and scheduling programs. E.g.: Humanity and atVenu platforms.
- Industry experience with merchandise sales, event and/or venue management software a plus.
- Professionalism and composure, especially when interacting with well-known artists, patrons and guests.
WORKING CONDITIONS
The work schedule requires regular availability on evenings, weekends, and holidays, with varied needs for daytime availability to support other organizational events. The SFJAZZ season generally operates on a performance schedule of Thursday-Sunday, in addition to rentals which are typically held Monday-Thursday, generally late September through early August. Physical requirements include ability to safely navigate stairs, extended periods of time standing, working in dark environments and lifting up to 35 pounds.
SFJAZZ IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY OF STAFF. We particularly welcome those who bring the gifts of diversity to our organization. People of color, people who identify as LGBTQIA, and persons with disabilities are encouraged to apply.
TO APPLY
Please send your resume, cover letter, and salary requirements to the email address: jobs [at] sfjazz [dot] org. Mention “Audience Services Manager” in the subject line. Resumes will be accepted until the position is filled. No phone calls, please.
Job Title: Audience Services Manager
Department: Operations
Reports to: Director of Operations
FLSA: Exempt
Prepared: August 2021