Careers at UMass Amherst

Audience Services Mgr

Apply now Job no: 523916
Work type: Staff Full Time
Location: UMass Amherst
Department: Fine Arts Center
Union: PSU
Categories: Theater/Performing Arts

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.


About the UMass Fine Arts Center

Since its founding in 1975, the UMass Fine Arts Center has been a central force in the cultural, social, and academic life of the University, the Five College campuses, and the Pioneer Valley of Western Massachusetts. The Fine Arts Center's combination of educational, visual, and performing arts programs not only makes us unique but it also secures a very vital and necessary position for us to meet the diverse needs of scholars, faculty, students, alumni, and the broader community.


Job Summary

The Audience Services Manager is responsible for the welfare of event attendees and for maintaining a high standard of customer service for all Fine Arts Center (FAC) facility users. The incumbent provides leadership for and oversees all audience-related services at the Fine Arts Center, including public safety, customer service, negotiating and arranging facility rentals and schedules, and all front of house operations.


Essential Functions

  • Oversees all front of house operations in the FAC facilities. Provides excellent customer service to patrons, clients, students, staff, and administrators. Oversees house management and ushering, including staffing, program assembly and distribution, and patron issue resolution. Manages all special audience services including sign interpretation, audio narration, and close captioning for all in-person and virtual events. Schedules cleaning services as needed.
  • In conjunction with the Associate Director of Operations, ensures public safety for audiences by reviewing and revising emergency procedures annually; ensures that certified health and safety personnel are on-site for all events and that front of house staff are trained and prepared in emergency procedures. Schedules and practices emergency drills; keeps records to ensure emergencies are handled appropriately; investigates causes of evacuations and other emergency actions and distributes findings to staff. Responds to any emergencies during FAC events, acting as liaison with senior personnel and addressing the audience if necessary.
  • Recruits, trains, and supervises staff for house management, ushering, and concessions. Coordinates concession vendors and the volunteer usher program.
  • Facilitates communication within customer service team including event producer, stage manager, back of house, and the box office. Serves as liaison between stage management, front of house, and administrative staff, including assisting coordination of merchandise and concession sales.
  • Prepares and administers the budget for front of house operations. Responsible for accurate daily and seasonal reporting and reconciliation, expense/revenue tracking, and invoice processing. Generates reports, records, and statistical data.
  • Assists the Associate Director of Operations with the FAC booking calendar. Maintains the schedules and facilitates booking Tillis Performance Hall, Bowker Auditorium, and the Bromery Center for the Arts Lobby for all groups. Assists the Associate Director of Operations in communicating usage policies to facility users, and provides customer education. Facilitates communication and schedules between technical staff, box office, FAC units and relevant campus partners.
  • Maintains personnel and timekeeping records for part-time students and departmental assistants. Reviews weekly timesheets.
  • Supports Associate Director of Operations in estimating costs based on performance event riders. Responsible for managing FAC rental agreements with both campus and off-campus partners including gathering the estimates and getting contracts signed by relevant parties.


Other Functions

Performs other duties as assigned.


Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Bachelor's degree and 1-3 years' experience in front of house operations, backstage operations, or arts administration.
  • Detail-oriented.
  • Excellent interpersonal skills.
  • Computer literacy required in Microsoft Office suite.
  • Able to interact with a variety of individuals in a professional manner.


Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Experience working with student crews and student development.
  • OSHA 10 General Industry training.
  • Crowd management training.
  • First Aid/CPR certification.
  • Experience with event management software/databases.


Physical Demands/Working Conditions

  • Ability to work at substantial heights.
  • Ability to lift and carry 50 lbs. over a distance.


Additional Details

Performs independently under the general supervision of the Associate Director of Operations. Consults with the Associate Director of Operations on exceptions to policy.


Work Schedule

  • 8:30am - 5:00pm, 37.5 hours per week.
  • Schedule varies based on event needs.
  • Nights, weekends, and holidays, as required.
  • Must be available to serve as the emergency contact.


Salary Information

Level 26

PSU Hiring Ranges


Special Instructions to Applicants 



UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

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