Audience Operations Manager – Toronto

ABOUT THE SECOND CITY 

Dedicated to entertaining, inspiring, and transforming through courageous comedy, The Second City is the premier brand in improv-based sketch comedy. With sold-out shows playing on stages in Chicago and Toronto, Second City’s Touring and Theatrical companies entertain an additional one million theatergoers a year around the globe. The Second City Training Center is the largest school of improvisation-based arts on the planet, with locations in Chicago and Toronto. Second City Works, the B2B side of Second City, has brought award-winning improvisation and audience-driven techniques to over 600 Fortune 1000 companies, challenging businesses seeking a more collaborative culture to innovate through development programs, original digital and video content, campaign consultation, private events, and more. 

About this Role   

In this exciting role, you’ll have the opportunity to lead and inspire a dedicated team, ensuring our operations run smoothly and our audience experiences are exceptional. You’ll manage scheduling with precision, liaise with food and beverage teams to enhance event experiences, and develop effective merchandise strategies to boost our revenue. 

Your expertise in analyzing customer feedback will drive continuous improvement, while your ability to handle facilities and vendor relationships will ensure our venue remains in top shape. We value your flexibility, with a key focus on weekend availability and thriving in a busy, fast-paced setting 

Primary Responsibilities for an Audience and Operations Manager 

1. Weekend Availability and Entertainment Environment Adaptability: 

• Ensure availability for weekend shows and demonstrate a keen ability to thrive in a fast-paced entertainment environment. 

• Manage peak times and high-traffic periods effectively, ensuring smooth operations during busy events. 

2. Precision in Scheduling and Staff Management: 

• Oversee and coordinate the scheduling of a team comprising four full-time and part-time customer service managers. 

• Maintain precise schedules to ensure optimal staffing levels and efficient operation of the box office and front-of-house activities. 

3. Liaising with Food and Beverage Teams: 

• Act as the primary point of contact between the theatre and on-site food and beverage teams. 

• Coordinate and manage overlapping operations, ensuring seamless integration of food services with theatre events. 

4. Customer Review and Data Analysis: 

• Regularly review customer feedback, reviews, and data to identify trends and actionable insights. 

• Draw meaningful conclusions to enhance the overall customer experience and address recurring issues. 

5. Customer Service Complaint Resolution: 

• Respond promptly and effectively to customer service complaints. 

• Resolve issues with a focus on maintaining customer satisfaction and fostering positive relationships. 

6. Cash Handling and Reconciliation: 

•  Accurately manage and handle cash transactions at the box office, ensuring all sales are properly recorded and balanced.  

• This includes issuing tickets, processing payments, and providing change.  

• Perform end-of-shift cash reconciliations and prepare daily financial reports to ensure accurate accounting and reporting of cash flow. 

7. Merchandise Strategy and Sales Approach: 

• Develop and implement a robust merchandise strategy and selling approach. 

• Increase merchandise revenue through effective promotion, strategic placement, and engaging sales tactics. 

8. Facilities Management and Layout Coordination: 

• Oversee facilities workers and manage various floor layouts to accommodate different event types and configurations. 

• Ensure that the venue is well-maintained and adaptable to diverse event needs. 

9. Venue Management for Corporate Events: 

• Understand and manage theatre operations in conjunction with corporate events. 

• Balance the unique requirements of theatre performances with those of corporate functions. 

10. Vendor Relationship Management: 

• Handle relationships with various facilities-related vendors, including cleaning, HVAC, and other systems. 

• Ensure service quality and address any issues promptly to maintain optimal facility conditions. 

11. Multitasking and On-Site Management: 

• Maintain order and efficiently manage multiple tasks while on-site. 

• Address and resolve any issues that arise during events or operations, ensuring a smooth and successful experience for all stakeholders. 

The Right Candidate:  

Proven Experience in Entertainment Venues: 

• Demonstrated ability to work effectively in busy entertainment environments, including theatres, with a strong understanding of event dynamics and audience management. 

Exceptional Scheduling and Team Management Skills: 

• Proven track record of precise scheduling and managing a diverse team, including full-time and part-time staff, ensuring efficient operations and staff coordination. 

Strong Communication and Liaison Abilities: 

• Excellent interpersonal skills to effectively liaise with on-site food and beverage teams, ensuring seamless integration and operation during events. 

Analytical and Data-Driven: 

• Proficient in reviewing customer feedback, data, and reviews to draw actionable conclusions, and enhance the overall customer experience. 

Customer Service Excellence: 

• Skilled in handling customer service complaints with a focus on resolution and maintaining high levels of customer satisfaction. 

Strategic Merchandise Management: 

• Experience in developing and executing effective merchandise strategies and sales approaches to drive revenue and enhance customer engagement. 

Facilities and Vendor Management Expertise: 

• Adept at managing facilities workers, handling various floor layouts, and maintaining relationships with vendors, including those for cleaning, HVAC, and other systems.