Audience Services Manager

AUDIENCE SERVICES MANAGER POSITION

Reports to: Director of Marketing & Audience Experience
Manages: The role manages 4 direct reports and oversees Front of House staff and Volunteers
– Direct Reports: Box Office Manager, Audience Services Associate (PT), Front of House Manager Captain, Bar Captain

ABOUT SOPAC
The South Orange Performing Arts Center (SOPAC) is the cultural heartbeat of the South Orange–Maplewood region, contributing to the economic and social vibrancy of its highly diverse community. Since opening in 2006, SOPAC has presented diverse programming in music, theater, comedy, dance, and arts education. The SOPAC campus includes the intimate 439-seat Jennifer & Tony Leitner Performance Hall, The Loft multipurpose space, and the Herb + Milly Iris Gallery. Additionally, SOPAC co-produces and provides community events such as South Orange Summer Nights and provides arts education programs that reach local students and schools.

POSITION SUMMARY
The Audience Services Manager is SOPAC’s lead for CRM/ticketing systems and Front of House operations. This role requires a dual focus on systems and people—we’re looking for someone equally skilled at managing databases and leading teams. The ideal candidate thrives on data integrity, reporting, and process improvement while also excelling at hiring, training, and developing staff.

This position focuses on building systems, training, and documentation that enable your team to deliver excellent patron experiences. You will oversee an experienced Box Office Manager, a part-time Audience Services Associate, and a team of FOH staff and volunteers. Cross-departmental collaboration with Marketing, Development, Programming, and Finance is essential to supporting audience engagement and revenue goals.

RESPONSIBILITIES
1. CRM & Ticketing System (Primary Focus)
– Build and manage all events in Patron Manager (CRM/ticketing system).
– Maintain database integrity, documentation, and best practices.
– Execute daily, weekly, and monthly reporting for internal teams and external stakeholders.
– Oversee ticketing software functionality, credit card processing, and web sales; coordinate troubleshooting and system updates.
– Support audience research initiatives, including surveys and patron communications.
– Participate in ongoing training, webinars, and professional development related to CRM best practices.

2. People Management & Operations
– Directly supervise Box Office Manager and Audience Services Associate (PT); coordinate with FOH managers and bar staff on service standards and accountability.
– Oversee hiring, training, and performance management for FOH staff and volunteers (30+ people including volunteers).
– Coordinate SOPAC’s volunteer program: recruitment, training, communications, and appreciation.
– Develop and maintain policies and procedures for Box Office, Front of House, and Concessions.
– Oversee custom ticket packages (i.e. VIP packages, group sales) and escalated patron issues.
– Oversee the Audience Services budget, including bar and concessions revenue.
– Maintain and update SOPAC’s ADA and accessibility plans, reporting, and patron services.
RESOURCES & SUPPORT
This role is supported by an experienced Box Office Manager who oversees day-to-day box office operations and can assist with show-building functions, a part-time Audience Services Associate who supports scheduling, an established team of FOH managers and volunteers, and access to a contractor for additional Patron Manager technical support as needed.
QUALIFICATIONS
REQUIRED
– 3+ years of professional experience, including at least 1 year in a supervisory role.
– Experience with CRM or ticketing platforms
– Comfortable with data reporting and analysis; able to pull reports and interpret trends
– Strong organizational skills and attention to detail.
– Excellent customer service, interpersonal, and communication skills.
– Ability to manage multiple projects and problem-solve in a fast-paced environment.
– Availability for occasional evening/weekend work (primarily for training, not regular show coverage).
PREFERRED
– Experience in performing arts, entertainment, or hospitality.
– Patron Manager experience specifically.
– Experience managing volunteers.
– Bachelor’s degree or equivalent professional experience.

SCHEDULE & LOCATION:
– Full-time, 40 hours/week
– Hybrid schedule: 4 days in-person, 1 day remote
– Required evening and weekend availability.
Candidates must currently reside or be willing to relocate within commuting distance of SOPAC to be considered for this role.
COMPENSATION & BENEFITS:
– Salary Range: $58,000 – $62,000 with additional benefits including health insurance, 403(b) contribution, and generous paid time off (including vacation, sick days, floating holidays, and office closure between Christmas and New Years)
COMMITMENT TO DIVERSITY
SOPAC is committed to creating a diverse, equitable, and inclusive workplace. We strongly encourage applications from all backgrounds, including people of color, LGBTQIA+ individuals, and people with disabilities. If you’re excited about this role but unsure if you meet every requirement, we encourage you to apply.
APPLICATION PROCEDURE:
Submit the below as a single PDF file to SOPACjobs@sopacnow.org with subject line: LAST NAME, FIRST NAME – Audience Services Manager. Only candidates being considered will be contacted.
• Cover letter
• Résumé
• Three professional references, including name, email, phone, and one sentence that describes the nature of the relationship (these will only be utilized for candidates that advance to the finalist round)

APPLICATION DEADLINE:
Priority deadline: February 27th, 2026. Applications will be reviewed on a rolling basis until the position is filled.