Job Title: Audience Services Manager
Supervisors: Executive Director, Artistic Producer
Company: Irish Classical Theatre Company
Location: Buffalo, NY, USA
Job Type: Full-time (Exempt)
Position Start Date: Open Until Filled
About Irish Classical Theatre Company: Irish Classical Theatre Company (ICTC) is a 501(c)3 non-profit 200-seat theatre-in-the-round with an annual operating budget of $888k. ICTC is a leading cultural institution dedicated to producing and promoting classic and contemporary Irish and international plays of the highest quality. Based in Buffalo, ICTC has garnered acclaim for its exceptional productions, commitment to artistic excellence, and contributions to the cultural fabric of the community.
ICTC’s History: In 1985, two Dublin-born brothers, Vincent and Chris O’Neill, internationally acclaimed actors, and former members of Ireland’s celebrated Abbey Theatre, found themselves in Buffalo, performing Samuel Beckett’s Waiting for Godot in the dining room of a local hotel. They were enthusiastically embraced by Western New York audiences and critics, and together with fellow Dubliners Josephine Hogan and the late Dr. James Warde, formed the Irish Classical Theatre Company. Performing on various rented stages until a permanent home was established at the Calumet Arts Café, ICTC became the fastest growing theatre in the region and led to the building of its new home, The Andrews Theatre, which opened its doors in January of 1999. Entering its 34th Season, ICTC remains committed to honoring its robust Irish heritage not only through the carefully selected repertoire but also by fostering enriching collaborations with celebrated guest directors, playwrights, and actors. These collaborations bring a wealth of talent to Western New York, enhancing our local community’s cultural experience and contributing to the vibrant tapestry of our theatrical endeavors.
ICTC’s Mission: To present the greatest works of dramatic literature: Irish plays, both traditional and contemporary, International classics, and modern plays of exceptional merit. To produce them at the highest level of artistic excellence. To offer them to the public of Buffalo, Western New York, and Southern Ontario, and subsequently, for national and international audiences.

POSITION OVERVIEW:

The Audience Services Manager (ASM) oversees all aspects of ticketing operations, front-of-house (FOH) and usher management, audience services, audience-centered programming (ACP) and bar operations. This role manages daily sales, subscription fulfillment, group sales, outreach initiatives, and the patron experience from first contact through post-show follow-up. The ASM supervises, trains, schedules and supports all Box Office, FOH, and bar staff, and usher volunteers. In collaboration with the Executive Director, Artistic Director, and Artistic Producer, the ASM develops and implements strategies to increase attendance, diversify audiences, strengthen patron relationships, and achieve sales goals. The position also ensures smooth daily operations, accurate reporting, and exceptional customer service.

FRONT-OF-HOUSE & PATRON EXPERIENCE (IN PERFORMANCE MANAGEMENT)

• Attend Designer Run and Production Meeting and collaborate with production teams to assess sightlines, accessibility, and audience needs, including entry, seating and crowd flow.
• Oversee House Management and FOH staff and usher teams, including recruiting, training, scheduling, and ongoing communication for all productions and special events.
• Host FOH staff meeting prior to each production, create review materials for staff unable to attend meetings in-person.
• Resolve ticketing or patron service issues.
• Design and implement pre-show announcements, signage, and audience information materials.
• Coordinate audience-centered programming (Speaker Series, Talk Backs, Opening Night events, Curtain Up!, Open Rehearsals, etc.).
• Oversee signage, playbill stuffers, content notes, and run time announcements for each production.
• Serve as on-site House Manager for key performances per production (including Community Matinee Previews, Opening Nights, and Curtain Up! performance), and on-site hosting audience-centered programming events (Open Rehearsals, Speaker Series, select Talk Backs), special events, and rentals.

KNOWLEDGE, SKILLS & ABILITIES

• Strong leadership, team management, and training skills.
• Excellent customer service and conflict resolution abilities.
• Proficiency with PatronManager/Leap (or similar CRM/ticketing systems), Microsoft Office Suite, and Google Workspace.
• Strong organizational skills and attention to detail in a fast-paced and rapidly evolving environment.
• Ability to manage multiple priorities, schedules, and teams simultaneously.
• Financial literacy in reconciliation, sales tracking, and budget management.
• Creativity in audience engagement, outreach, and messaging
• Knowledge of accessibility best practices and inclusive audience engagement strategies.

EDUCATION & EXPERIENCE

• Undergraduate degree preferred.
• Minimum 3 years of experience in Box Office, FOH, office management or customer service management in a performing arts setting.
• Proven experience managing staff, volunteers, and/or ushers.
• Experience with audience development and community outreach.
• Familiarity with special event planning and bar/concessions operations preferred.

Additional Information:

• In addition to regular office hours (Monday through Friday 10 am - 5 pm), some weekend and evening hours are, at times, required. As a member of the leadership team, the ASM will be available to their direct reports for after-hours support, as needed, including FOH shift coverage when necessary.
• ICTC will provide access to the appropriate technology needed to carry out the responsibilities of this position.