Visitor Experience Supervisor (Full-Time Temporary)

About The Shed

The 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 Position

Reporting to the Visitor Experience Manager, the Visitor Experience Supervisor is a key member of the Visitor Experience team who will be responsible for developing, launching, and managing frontline operations for The Shed. The Visitor Experience Supervisor will lead the frontline team, be a power user of the ticketing platform, and help achieve the customer service goals of The Shed. The Visitor Experience Supervisor will be part of the core team that is responsible for the audience experience and rethinking how technology and new engagement strategies can shape that experience. The Visitor Experience Supervisor will lead a fully cross-trained team in the operational areas of box office, front of house, group sales, and customer service.

The ideal candidate has experience leading frontline teams, using ticketing systems, working in front-of-house operations, and providing customer service 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. 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.

Key responsibilities include, but are not limited to

• Lead the fully cross-trained frontline team of Visitor Experience Associates including recruiting, hiring, training, scheduling, performance management, and running employee engagement and recognition programs
• Responsible for aligning customer service with The Shed’s mission to create a best-in-class visitor experience that is welcoming to all, including accessibility requests and accommodations
• Create and maintain onboarding and ongoing training materials for Visitor Experience Associates
• Schedule quarterly trainings and maintain reference documentation for Visitor Experience Associates
• Be a power user in the scheduling software (Makeshift) and create monthly schedules, and create program-specific daily schedule templates per union requirements
• Foster an open rapport with the frontline staff, ensuring the Visitor Experience Associates feel comfortable in quickly communicating any issues affecting operational needs
• Oversee email and phone ticket intake via The Shed’s customer service platform (Zendesk) and monitor Zendesk dashboards to inform call center scheduling
• Liaise with production on house management operations for live performances and activations
• Liaise with Security maintain safety policies and schedule any necessary training for Visitor Experience associates; ensure that all frontline staff are fire guard certified 
• Run pre-shift briefings to keep the frontline team engaged and informed, and complete end-of-day financial duties including cash management and reporting
• Act as a mentor to Team Leads, fostering professional growth and development within the team
• Ensure Local 2110 CBA is followed in daily operations
• Oversee regular inventory of programs, Shed merchandise, uniforms, and VX supplies, and online Shed merchandise order fulfillment via retail sales software (Shopify)

Qualifications and Qualities

• Three or more years of ticketing and/or customer service experience in a supervisory role
• Expertise in customer service for both performing and visual arts
• Experience using a ticketing system, with experience in Tessitura preferred
• Openness to rethinking the visitor experience using technology and new strategies
• Friendly, welcoming, and warm demeanor towards direct reports, colleagues, supervisors, and audience members
• Strong leadership skills
• Exemplary verbal and written communication skills
• Resilient and able to handle high-pressure situations without burning out
• Responds well to constructive feedback
• Ability to stand for the duration of the shift and lift 50 lbs. 
• Able to work a variable schedule including nights, weekends, and holidays

Compensation

The salary range for this position is $31.00 per hour. This is a non-exempt, hourly, full-time temporary position that concludes on December 31, 2025.

Application Process

Interested candidates should complete an application and submit a résumé and cover letter in a single Word or PDF document saved as the candidate's first and last name through our Career Center. Only résumés 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.