Audience Rewards is Broadway’s Official Rewards Program™ – it’s like a frequent flyer program for theater. Founded in 2008 by Broadway’s major theater owners, the company has over 3 million members and is the place for Broadway’s biggest fans to get rewarded with free tickets, behind-the-scenes experiences, exclusive merchandise, and more!
About the Job
Step into the heart of Broadway as the Member Services and Ticketing Manager at Audience Rewards. In this pivotal role, you’ll be responsible for leading and managing all aspects of customer service to ensure an exceptional experience for our members. You’ll oversee the development and optimization of customer support processes, work with a small but dynamic 3rd party customer service team, and assist in implementing strategies to improve customer satisfaction and loyalty. This role will also be hands-on in overseeing ticketing operations, managing large data sets to ensure accurate and timely updates to the loyalty system.
If you’re passionate about delivering outstanding customer experiences, skilled at problem-solving independently, and eager to take ownership of your role in a fast-paced environment, this position is for you!
Reports to: Director of Operations
Responsibilities
Member Services Management:
Lead and manage all aspects of customer service, ensuring timely and effective responses to member inquiries.
Work with leadership to develop and implement strategies to improve customer satisfaction and foster loyalty among members.
Analyze customer feedback and service metrics to identify trends and make data-driven improvements to processes.
Coach and oversee the customer service team to maintain high-quality service standards.
Develop and maintain policies, scripts, and resources to support consistent and efficient member interactions.
Act as an escalation point for complex or high-priority member issues.
Ticketing Operations:
Oversee ticketing operations, including managing inventory, coordinating with partners, and ensuring seamless ticketing experiences for members.
Load and manage large data sets into the loyalty system weekly to update ticketing information, performance schedules, and inventory.
Ensure accuracy and efficiency in data processing to minimize errors and improve operational efficiency.
Collaborate with the Operations team to streamline processes and optimize workflows.
Develop and implement quality control processes to test functionality on 3rd party ticketing systems.
Additional Responsibilities:
Represent Audience Rewards at Broadway events, including backstage tours, cast meet-and-greets, and more (some evenings/weekends required).
Serve as on-site front desk manager, greeting visitors and communicating to internal team as needed.
Perks
Invitations to attend Broadway shows and exclusive events.
Hybrid work environment, with 3 days per week required in office in midtown Manhattan.
Comprehensive employee benefits.
Experience:
Minimum of 5 years in customer service management.
Minimum of 3 years in live event ticketing.
Experience managing and working with large data sets, particularly for operational tasks, is required.
Experience in managing a small team or working in a small company environment is strongly preferred.
Technical Skills:
Proficient in Excel (advanced skills preferred).
Basic familiarity with HTML.
Soft Skills:
Exceptional leadership and team management abilities.
Strong problem-solving skills with the ability to work autonomously and independently to resolve challenges.
Outstanding organizational skills and attention to detail.
Excellent communication skills, both written and verbal.
Willingness to learn new systems and adapt to evolving processes.
Work Environment:
Passion for Broadway and live entertainment.
Entrepreneurial mindset with a collaborative approach to team success.