Lead Venue Supervisor – Box Office

LEAD VENUE SUPERVISOR (on-site)

Position location: Toronto, ON

Position type: Full-Time

Compensation: $60,000 CAD annually

About The Second City

Dedicated to entertaining, inspiring, and transforming through innovative live experiences, The Second City is the premier brand in improv and sketch comedy. With sold-out shows playing on resident stages in Chicago and Toronto, Second City’s Touring Theatrical companies also entertain an additional one million theatergoers a year around the globe. The Second City Training Centre is the largest school of improvisation-based arts on the planet, with brick-and-mortar locations in Chicago, Toronto, New York and a virtual division offering accessible classes online worldwide. 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.

For additional information on The Second City please visit: www.secondcity.com.

Position Summary: The Lead Venue Supervisor is responsible for the day-to-day venue oversight, ensuring a safe, welcoming, and efficient environment for all who pass through our space, including but not limited to: guests, clients, performers, and staff. This role serves as the primary on-site supervisor, overseeing the Box Office team, coordinating with the Training Centre, Stages, Events and Works departments on their venue needs for classes, renters and third-party clients, and ensuring the venue is fully prepared for patrons, performances and events. The Lead Venue Supervisor is responsible for any action on site during operational hours that land outside of office hours.

Schedule: Wednesday – Sunday, afternoon through to late evening (subject to change based on business needs)

Key Responsibilities:

Front of House Leadership

• Supervise and support the Venue Experience Representatives, ensuring exceptional customer service and efficient ticketing operations.
• Provide leadership and guidance to the Venue Experience Representatives throughout each shift.
• Lead audience seating for performances, ensuring timely, organized, and safe guest entry.

Venue Operations

• Act as the primary on-site supervisor responsible for the smooth operation of the venue for performances and events.
• Monitor the facility for maintenance, safety, or operational issues and coordinate repairs with the Facilities Associate or external contractors as required.
• Access and adjust the venue HVAC system to maintain a comfortable environment for guests and staff.

Client & Event Management

• Serve as the first point of contact on-site for third-party renters, clients, vendors, and event organizers in coordination with the Stages, Works and Events teams, managing escalations as they arise.
• Ensure rental groups have access to required spaces and resources, and address operational questions throughout their event.
• Assist with venue setup/teardown and room configurations for business functions, rentals, and special events.
• Work side-by-side with the Restaurant Management team to ensure a high-quality guest experience.

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.

Core Values

The Second City is invested in evaluating candidate alignment with the requirements of the role and desired qualifications, as well as with our core values.  Our core values are:

• We are a Yes, And Ensemble
• We are all creatives
• We laugh together
• We are resilient improvisers
• We value our legacy

 We are an open, inclusive workplace and welcome applicants who bring along with them diverse life experiences, including every permutation of economic and cultural backgrounds, orientation, ethnicity and points of view. We strive to continue our efforts to work with people who may otherwise be marginalized or underrepresented in our business and around our local community.  

This posting is for a new vacancy.  AI may be used as part of our hiring process, but all final hiring and interview decisions are made by humans.