Audience and Events Services Manager - Performing Arts Center

UAE Nationals are encouraged to apply

New York University Abu Dhabi (NYUAD) seeks to appoint an Audience and Events Services Manager Partner reporting to the Director of Production and Operations, Performing Arts Center.

The Audience and Events Services Manager will utilize excellent managerial, coordination and administrative skills to support the delivery of the audience and event services to include front of house; guest services; event setup and box office services for The Arts Center.

The candidate will have the interpersonal acumen to serve as the public face of the venue for all visitors to The Arts Center as well as the logistical know how, working with the Director of Production and Operations, to oversee the efficient management of the multiple performance venues, the lobby, seating areas, and other public spaces. The candidate will also coordinate the running of the box office, ticket sales/distribution and customer service aspects of The Arts Center, including managing relationship with external ticketing company vendor.

As part of delivery of front of house services, the candidate will be responsible for recruiting, hiring, and managing student ushers, support staff and volunteers.  The candidate will be the primary manager to address customer services inquiries and complaints and should have the cultural versatility to relate to audiences of diverse cultural and generational backgrounds, and should be able to quickly and sensitively resolve audience concerns in English and Arabic.

The role will also support the delivery and operation of the box office service from start to finish using the online third-party box-office system, including setting up events in the system, managing venue capacity, holds, allocating tickets through to ‘on sale’ via various websites and distribution/scanning for the performances.

This role will be key in developing and implementing customer service strategies, process and service standards. The role will also help with reporting and data to other units within The Arts Center and NYUAD relating to audience attendance and feedback.

Key Responsibilities:

Provision, supervision and coordination of Front of House services for the Arts Center:

• Lead the FOH team to deliver a welcoming, courteous, and efficient service for all visitors, patrons, students, and faculty
• Oversee logistical operations including lobby management, seating areas, in-house promotional displays, brochures, audience advisories, and posters
• Implement customer service processes to assist patrons and professionally handle issues or crises, while ensuring safety through proper enforcement of EHS, security, and emergency procedures
• Liaise with production teams and artists to align audience seating and movement with performance requirements

Provision, supervision and coordination of Box Office services for the Arts Center:

• Manage the box office operations and staff, ensuring comprehensive training in customer service and FOH processes
• Administer and continuously refine the box office system covering ticket sales, memberships, merchandise, and other product/service revenues
• Oversee and support the box office revenue process with Platinum list, ensuring timely processing of service statements, invoices, and reconciliation with NYUAD’s finance and procurement departments
• Develop and execute digital/online programming processes to integrate FOH and Box Office services

Event Administration, execution and support services:

• Collaborate with production teams to ensure smooth performance operations and effective audience engagement
• Manage event hospitality, including coordinating with external vendors (e.g., Royal CateringADNH) and organizing receptions for high-profile guests
• Create, manage, and distribute performance-related information before, during, and after events
• Design and deliver venue activations to enhance the overall audience experience, while supporting event planning and execution in line with university policies

Supervision of contract staff, volunteers and student staff:

• Lead the recruitment, scheduling, and training of contract staff, volunteers, and student ushers
• Design and deliver regular training and team-building activities to motivate staff, enhance performance, and improve retention

Reporting and feedback collection:

• Compile nightly FOH reports, including house counts, deposits, lost and found items, and patron feedback
• Work collaboratively with stakeholders to produce ticket/membership revenue reports and expense feedback
• Forecast, track, and manage the FOH and Box Office budgets, providing quarterly expense projections as required

Required Education:

• Bachelor’s Degree

Preferred Education:

• Master’s Degree

Required Experience:

• More than 5 years’ experience in Front of House management, events management, and/or box office management in a hospitality management/supervisory role
• Fluency in both spoken and written English and Arabic
• Experience interacting with the general public of diverse cultural and generational backgrounds
• Experience working in fast-paced, time sensitive production environment
• Interpersonal and Cross-Cultural Skills
• Organizational and event administration skills and experience
• Customer Service skills
• Supervisory experience
• Ability to work in a physically active environment, moving between venue lobby and hall, and across large outdoor plaza
• Computer proficient (applications)
• Marketing skills and knowledge

Preferred Experience:

• Box Office Software
• CMS/Website
• Social Media
• First Aid / Emergency Preparedness

Preferred Certification/Other Qualifications:

• First aid, NEBOSH and other related certifications
• Experience with computerized box office systems

The University is an equal opportunity employer committed to equity, diversity and social inclusion.