Audience Services Manager

Job Posting Location:

Claremont, CA

Job Posting Title:

Audience Services Manager

Job Description:

ABOUT POMONA COLLEGE: 

Located near Los Angeles, California, Pomona College is widely regarded as one of the nation's premier liberal arts colleges. Established in 1887, Pomona College is known for small classes, a challenging curriculum, close relationships between students and faculty, and a range of student research and leadership opportunities. Pomona is a member of The Claremont Colleges.

JOB PURPOSE:

The Audience Services Manager oversees all front-of-house and audience-facing operations at Bridges Auditorium, ensuring a high-quality patron experience while supporting efficient, well-coordinated events. This role serves as the primary point of contact for audience services planning and execution, working closely with clients, internal teams, and external service providers throughout the event lifecycle.

The Audience Services Manager balances client-facing coordination, operational planning, and show-day leadership. On event days, the role functions as the senior decision-maker for all audience services matters. Outside of event execution, the role coordinates proposals, prepares operational documentation, compiles post-event reporting, and supports new and evolving audience-facing revenue initiatives.

This position reports to the Director and collaborates closely with the Business Administrator, Production, and Box Office teams.

ESSENTIAL FUNCTIONS:

1. Client Coordination & Event Planning

• Serve as the initial client contact for audience services–related inquiries.

• Schedule and lead client walk-throughs; gather operational needs and requirements.

• Coordinate with internal departments and external service providers to define service needs and obtain cost estimates.

• Coordinate audience services proposals for client review and approval, initially in close collaboration with the Director and, over time, independently with Director-level review.

• Serve as a point of contact for client questions related to audience services, pricing clarification, and billing coordination, working with appropriate internal teams as needed.

2. Audience Services Operations

• Provide operational oversight and scheduling authority for all audience-facing services, including:

  • House managers and ushers (a combination of temporary employees and contracted providers)

  • Food and beverage operations

  • Valet services (contracted vendors)

  • Security services (contracted vendors)

• Coordinate services that may be staffed internally or provided by third-party vendors, depending on event needs.

• Define service needs, staffing levels, and performance expectations within established operational and budgetary parameters.

• Regularly review vendor options and service models to ensure services remain competitive, effective, and aligned with venue needs.

• Ensure services are in place, properly staffed, and performing as expected.

3. Show-Day Leadership

• Act as the senior authority on the audience side of the curtain during events.

• Make real-time operational decisions, including those with budget implications, to ensure guest safety, service quality, and event success.

• Coordinate closely with Production Management, Box Office, and other teams to support a seamless event experience.

• Serve as the escalation point for audience services issues during events.

4. Post-Event Reporting & Billing Coordination

• Compile and submit all audience services–related reports and documentation following each event.

• Serve as the central collection point for all audience services information, ensuring:

  • Services rendered are fully documented

  • Charges are complete and accurate

  • No audience-facing elements are omitted from client billing

• Work in close collaboration with the Business Administrator to build the final client invoice for review and approval.

• Present finalized audience services billing information to clients as a point of clarification and follow-up, with all institutional financial processing handled by the Business Administrator and Business Office.

5. Vendor & Staff Development

• Identify, onboard, and maintain relationships with external audience services vendors.

• Lead the onboarding and integration of audience services staff, including house managers, ushers, and food and beverage personnel.

• Establish service standards, training expectations, and operational procedures for audience services teams.

• Support scalable staffing and service models to meet evolving event needs.

6. Reporting & Continuous Improvement

• Analyze post-event data to identify trends, operational improvements, and revenue opportunities.

• Provide operational insights and recommendations to the Director.

• Support new audience-facing revenue initiatives, including enhanced guest experiences and group sales opportunities.

QUALIFICATIONS:

• Education:  High School Diploma or GED is required, or an equivalent combination of education and experience.  Bachelor’s degree is preferred.

• Experience:  Minimum 5 years of professional experience in venue, theater, or live event operations experience is required.

REQUIRED KNOWLEDGE AND CRITICAL SKILLS:

The Audience Services Manager must have, or be able to demonstrate, the knowledge, skills, and abilities necessary to perform the essential functions of the position, with or without reasonable accommodation, including applying related skills not specifically listed below:

• Required venue experience with audience services or front-of-house management.

• Proficiency with POS systems.

• Strong organizational, communication, and problem-solving skills.

• Ability to work evenings, weekends, and event-based schedules.

• Demonstrated ability to exercise independent judgment in live event environments.

• Experience in a college or university setting preferred.

REQUIRED HOURS:

The regular hours for this full-time exempt position are 8 a.m. to 5 p.m., Monday – Friday. Weekend and evening work hours will be required. Travel may be required. Regular hours may vary due to needs of the College or division.

ADDITIONAL POSITION DETAILS:

Regular, full-time, exempt position. Annual Salary for this position is between $70,400 - $71,000 with a competitive benefits package. The specific factors that the College will consider when offering a salary to an individual will include, but not be limited to: education, training, relevant prior experience, and performance in prior roles. All staff positions are ineligible for visa or permanent resident card sponsorship. As a California employer, Pomona College requires all employees to be residents of California.

ADA/OSHA:

This job description defines the essential job duties of this position. The College expects that employees hired for this position can perform the essential functions of this job without imposing risk of substantial harm to the health or safety of themselves or others. It may also include marginal functions, generally defined within Title I of the Americans with Disabilities Act (ADA) and the Occupational Safety and Health Administration (OSHA).

DISCLAIMER:

This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. When duties and responsibilities change and develop, the College will review this job description and make changes of business necessity.