{"schemaVersion":"jobsearcher.job.v1","id":"6061b4e43e79b20a166e71e8","url":"https://jobsearcher.com/jobs/6061b4e43e79b20a166e71e8","canonicalUrl":"https://jobsearcher.com/jobs/6061b4e43e79b20a166e71e8","title":"Visitor Experience Manager","description":"Visitor Experience ManagerThe Shed is a cultural institution of and for the 21st century. We produce and welcome innovative art and ideas, across all forms of creativity, to build a shared understanding of our rapidly changing world and a more equitable society. In our highly adaptable building on Manhattan's west side, The Shed brings together established and emerging artists to create new work in fields ranging from pop to classical music, painting to digital media, theater to literature, and sculpture to dance. We seek opportunities to collaborate with cultural peers and community organizations, work with like-minded partners, and provide unique spaces for private events. As an independent non-profit that values invention, equity, and generosity, we are committed to advancing art forms, addressing the urgent issues of our time, and making our work impactful, sustainable, and relevant to the local community, the cultural sector, New York City, and beyond.About the PositionThe Visitor Experience Manager is a key member of the Visitor Experience team, responsible for developing, launching, and managing front-of-house operations for visual and performing arts at The Shed. Reporting to the Director of Visitor Experience, the Visitor Experience Manager will lead the frontline team, oversee front-of-house operations, and help achieve the customer service goals of The Shed. The Visitor Experience Manager is part of the core team responsible for the visitor experience and rethinking how technology and new engagement strategies can shape that experience. The Visitor Experience Manager will be running operations in flexible performance spaces that change for each newly commissioned production and co-productions. This includes The McCourt (approx. 1,200 seated, 2,000 standing), The Griffin Theater (600 seated), and two 13,000-square-foot gallery spaces, including The Darla Moore Gallery.The ideal candidate has experience optimizing front-of-house operations for cultural organizations in seated, general admission, and timed ticketing environments. They have expertise in both the performing and visual arts, which is essential for the interdisciplinary nature of The Shed's programming. Experience in Tessitura ticketing administration and as a house manager is essential. They have leadership experience, a demonstrated enthusiasm for The Shed's mission to advance contemporary culture, a strong interest in the arts, popular culture, science, and technology, and can work collaboratively with colleagues across a quickly growing organization. This is a full-time, exempt, on-site position which requires a flexible and non-traditional schedule including evenings and weekend coverage.Key Responsibilities Include, But Are Not Limited ToResponsible for aligning customer service with The Shed's mission to create a best-in-class visitor experience that is welcoming to allLead the cross-trained frontline team of unionized Visitor Experience Associates, including hiring, training, scheduling, performance management, and running employee engagement and recognition programsBuild a strong team that is highly trusted and highly competentCreate a positive work environment where excellence is fostered among frontline staffManage the efficient flow of guests through the space, including entry, coat check, ticketing queues, scanning, seating, bathrooms, refreshments, exit, etc.Perform as Manager on Duty during daily operations, special events, and activations, and provide floor coverage as neededResponsible for the safety and well-being of the audience, including ensuring that all frontline staff are fire guard certified and trained to respond appropriately in the event of an emergencyCoordinate and manage front-of-house operations alongside stage managers and/or production team for theatrical performances, with consideration for audience flow and guest experienceManage and optimize coat and bag check operationEnsure accurate access control for ticketed eventsOptimize the ticketing system, Tessitura, for all front-of-house operations including N-Scan Access Control, customer service issues, hold inventory and management, and reportingManage the storage, inventory, and distribution of printed programsProcess ticket orders and act as backup for ticketing operationsSupport ticket and membership sales in person, by phone, and onlineSupport customer service efforts across all channels including email, phone, and in personAct as a power user for Momentus (venue management system), Tessitura (CRM and ticketing system), and Zendesk (helpdesk system)Responsible for reporting to help the organization make data-informed decisions, including nightly house reportsLiaise across departments to maintain high data governance standards across the institutionLead a team committed to radical serviceMonitor KPIs and OKRs to ensure the efforts of The Shed reflect a high level of achievementQualifications and QualitiesThree or more years of house management experience in a managerial roleMust be willing to work weekends and occasional evenings to support programming needsExpertise in both the visual and performing artsOpen to rethinking the visitor experience using technology and new strategiesFriendly, welcoming, and warm demeanor towards colleagues, staff, and visitorsStrong leadership skillsExemplary verbal and written communication skillsResilient and able to handle high-pressure situations without burning outResponds well to constructive feedbackAble to work a variable schedule including nights and weekendsDeep knowledge of Tessitura ticketing system desiredTechnical SkillsKnowledge of ticketing systems (Tessitura preferred) in sales as well as building seated, general admission, and timed ticketing environmentsKnowledge of venue management systems (VenueOps preferred)Knowledge of Google SuiteKnowledge of employee scheduling software (i.e., When I Work, Makeshift, When to Work)CompensationThe salary range for this position is $72,000 $75,000. Compensation is commensurate with experience.Application ProcessInterested candidates should complete an application and submit a rsum and cover letter in a Word or PDF document saved as the candidate's first and last name through our Career Center. Only rsums and cover letters submitted in this format will be reviewed.The Shed is dedicated to building an equitable environment that is mixed across lines of difference and strongly encourages applications from Black, Indigenous, people of color, women, transgender, and nonbinary candidates. This position will remain open until filled and until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the arts field are strongly encouraged to apply. Whether you're new to arts and culture administration, returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar.","company":"Queueit","rawCompany":"queueit","city":"New York","state":"NY","isRemote":false,"isActive":false,"createdAt":"2026-09-01T13:23:03.363Z","occupations":[{"code":"39-1014.00","title":"First-Line Supervisors of Entertainment and Recreation Workers, Except Gambling Services","slug":"first-line-supervisors-of-entertainment-and-recreation-workers-except-gambling-services"},{"code":"11-9072.00","title":"Entertainment and Recreation Managers, Except Gambling","slug":"entertainment-and-recreation-managers-except-gambling"},{"code":"11-9151.00","title":"Social and Community Service Managers","slug":"social-and-community-service-managers"}],"industries":[{"code":"712110","title":"Museums","slug":"museums"},{"code":"711310","title":"Promoters of Performing Arts, Sports, and Similar Events with Facilities","slug":"promoters-of-performing-arts-sports-and-similar-events-with-facilities"},{"code":"711110","title":"Theater Companies and Dinner Theaters","slug":"theater-companies-and-dinner-theaters"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Visitor Experience Manager","description":"Visitor Experience ManagerThe Shed is a cultural institution of and for the 21st century. We produce and welcome innovative art and ideas, across all forms of creativity, to build a shared understanding of our rapidly changing world and a more equitable society. In our highly adaptable building on Manhattan's west side, The Shed brings together established and emerging artists to create new work in fields ranging from pop to classical music, painting to digital media, theater to literature, and sculpture to dance. We seek opportunities to collaborate with cultural peers and community organizations, work with like-minded partners, and provide unique spaces for private events. As an independent non-profit that values invention, equity, and generosity, we are committed to advancing art forms, addressing the urgent issues of our time, and making our work impactful, sustainable, and relevant to the local community, the cultural sector, New York City, and beyond.About the PositionThe Visitor Experience Manager is a key member of the Visitor Experience team, responsible for developing, launching, and managing front-of-house operations for visual and performing arts at The Shed. Reporting to the Director of Visitor Experience, the Visitor Experience Manager will lead the frontline team, oversee front-of-house operations, and help achieve the customer service goals of The Shed. The Visitor Experience Manager is part of the core team responsible for the visitor experience and rethinking how technology and new engagement strategies can shape that experience. The Visitor Experience Manager will be running operations in flexible performance spaces that change for each newly commissioned production and co-productions. This includes The McCourt (approx. 1,200 seated, 2,000 standing), The Griffin Theater (600 seated), and two 13,000-square-foot gallery spaces, including The Darla Moore Gallery.The ideal candidate has experience optimizing front-of-house operations for cultural organizations in seated, general admission, and timed ticketing environments. They have expertise in both the performing and visual arts, which is essential for the interdisciplinary nature of The Shed's programming. Experience in Tessitura ticketing administration and as a house manager is essential. They have leadership experience, a demonstrated enthusiasm for The Shed's mission to advance contemporary culture, a strong interest in the arts, popular culture, science, and technology, and can work collaboratively with colleagues across a quickly growing organization. This is a full-time, exempt, on-site position which requires a flexible and non-traditional schedule including evenings and weekend coverage.Key Responsibilities Include, But Are Not Limited ToResponsible for aligning customer service with The Shed's mission to create a best-in-class visitor experience that is welcoming to allLead the cross-trained frontline team of unionized Visitor Experience Associates, including hiring, training, scheduling, performance management, and running employee engagement and recognition programsBuild a strong team that is highly trusted and highly competentCreate a positive work environment where excellence is fostered among frontline staffManage the efficient flow of guests through the space, including entry, coat check, ticketing queues, scanning, seating, bathrooms, refreshments, exit, etc.Perform as Manager on Duty during daily operations, special events, and activations, and provide floor coverage as neededResponsible for the safety and well-being of the audience, including ensuring that all frontline staff are fire guard certified and trained to respond appropriately in the event of an emergencyCoordinate and manage front-of-house operations alongside stage managers and/or production team for theatrical performances, with consideration for audience flow and guest experienceManage and optimize coat and bag check operationEnsure accurate access control for ticketed eventsOptimize the ticketing system, Tessitura, for all front-of-house operations including N-Scan Access Control, customer service issues, hold inventory and management, and reportingManage the storage, inventory, and distribution of printed programsProcess ticket orders and act as backup for ticketing operationsSupport ticket and membership sales in person, by phone, and onlineSupport customer service efforts across all channels including email, phone, and in personAct as a power user for Momentus (venue management system), Tessitura (CRM and ticketing system), and Zendesk (helpdesk system)Responsible for reporting to help the organization make data-informed decisions, including nightly house reportsLiaise across departments to maintain high data governance standards across the institutionLead a team committed to radical serviceMonitor KPIs and OKRs to ensure the efforts of The Shed reflect a high level of achievementQualifications and QualitiesThree or more years of house management experience in a managerial roleMust be willing to work weekends and occasional evenings to support programming needsExpertise in both the visual and performing artsOpen to rethinking the visitor experience using technology and new strategiesFriendly, welcoming, and warm demeanor towards colleagues, staff, and visitorsStrong leadership skillsExemplary verbal and written communication skillsResilient and able to handle high-pressure situations without burning outResponds well to constructive feedbackAble to work a variable schedule including nights and weekendsDeep knowledge of Tessitura ticketing system desiredTechnical SkillsKnowledge of ticketing systems (Tessitura preferred) in sales as well as building seated, general admission, and timed ticketing environmentsKnowledge of venue management systems (VenueOps preferred)Knowledge of Google SuiteKnowledge of employee scheduling software (i.e., When I Work, Makeshift, When to Work)CompensationThe salary range for this position is $72,000 $75,000. Compensation is commensurate with experience.Application ProcessInterested candidates should complete an application and submit a rsum and cover letter in a Word or PDF document saved as the candidate's first and last name through our Career Center. Only rsums and cover letters submitted in this format will be reviewed.The Shed is dedicated to building an equitable environment that is mixed across lines of difference and strongly encourages applications from Black, Indigenous, people of color, women, transgender, and nonbinary candidates. This position will remain open until filled and until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the arts field are strongly encouraged to apply. Whether you're new to arts and culture administration, returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar.","datePosted":"2026-09-01T13:23:03.363Z","dateModified":"2026-09-01T13:23:03.363Z","hiringOrganization":{"@type":"Organization","name":"Queueit","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"New York","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"6061b4e43e79b20a166e71e8"},"url":"https://jobsearcher.com/jobs/6061b4e43e79b20a166e71e8"}}