Customer Service Operations Associate Jobs in Hazlet, NJ

The Senior Venue Operations Associate serves as the Performing Arts Services lead for managing front of house operations in Richardson Auditorium and a select number of events at venues across campus. The Associate develops and supervises a team of volunteer ushers, casuals, and student workers supporting more than 200 large-scale performances and events yearly.

The Senior Venue Operations Associate develops and implements the front of house plan for events. The primary responsibilities include ensuring timely seating for reserved and general admission events, serving as the venue lead for emergency response and guest care, and delivering efficient, timely, and safe front-of-house support. With an emphasis on service excellence, efficiency, and safety, the Associate provides outstanding support to the University community. Acting with authority, the Associate works independently to recruit and develop the front of house team and manage all front of house needs for patrons and presenting groups. The Associate provides day-of operational support for approximately three events per week.

The Senior Venue Operations Associate hires, trains, and manages a pool of approximately 25+ casual (temporary) and student workers, and 125+ volunteer ushers. The front of house team for each event is normally comprised of anywhere from 5-30 workers and/or ushers from this pool, depending on the complexity of the event. Based on the event plan and needs of the presenter, the Associate independently develops the front of house plan, assigns all workers and volunteers, and communicates, through advanced correspondence and day-of in-person training, the support plans for the event. Since the usher team are mostly community members outside of the University, the Associate must develop and implement effective communication tools and strategies to train, schedule, assign, and support.

The Senior Venue Operations Associate coordinates all aspects of patron seating, including opening the house prior to events, resolving seating issues, managing late seating, directing pedestrian traffic flow in lobbies, and closing the building after all patrons have left. During high-profile events, the Associate is often the first point of contact for senior University administrators, officers, dignitaries, and other VIPs, exercising expertise and discretion to accommodate these guests.

The Senior Venue Operations Associate ensures accessibility for patrons in all supported venues, maintaining expertise in ADA compliance and regularly assessing venue safety, design, and accessibility. Acting proactively and independently, the Associate anticipates patron needs, collaborates with venue managers, initiates projects, and submits work orders to address issues. The Associate also trains front-of-house staff to provide accessibility services, including accommodations for venue access, seating, and listening devices.

The Senior Venue Operations Associate consults directly with presenters of events at the University Chapel and Princeton School of Public and International Affairs (SPIA) in order to develop plans for staffing, ADA support, and emergency planning. The Associate also consults with presenters for high-profile and/or complex assigned seating events at Richardson Auditorium, in conjunction with the Venue Manager.

The Senior Venue Operations Associate utilizes technology such as ArtsVision, vivenu ticketing, and EMS scheduling software to manage event details, front-of-house logistical plans, staff and volunteer scheduling, and to support operations. The Associate grants access to and trains front of house staff (including volunteers) on use of ArtsVision, ensuring event details and staffing levels are accurate and appropriate.

The Senior Venue Operations Associate works closely with the Richardson Auditorium Venue Manager and University Environmental Health and Safety to create and maintain the emergency action plan for Richardson Auditorium. With a strong understanding of patron security, the Associate trains staff on emergency procedures, and coordinates with Public Safety to provide leadership during emergency incidents. The Senior Venue Operations Associate works closely with Building Services and Grounds and Building Maintenance to ensure the seating area, front of house lobby, and surrounding areas are event ready. In addition, the Associate works closely with the Venue Manager and Richardson team to assist with operations in the hall, including assistance coordinating deliveries, supplemental setup support, and coordination of hall maintenance, as needed.

The Senior Venue Operations Associate works a schedule that reflects the Richardson Auditorium event schedule, including evenings, weekends, and some holidays. The principal duties and responsibilities of the Senior Venue Operations Associate include the ability to be flexible and adaptive to changing needs, able to work autonomously and with initiative, and be adept at problem solving. The Associate must interact effectively with individuals at all levels within and outside the University, and develop a support team that is collaborative, responsive, and pro-active.

A cover letter is required for full consideration. 

Manages front of house operations for Richardson Auditorium and supplemental support at select events at SPIA, University Chapel, and other campus venues

• Coordinates front of house coverage for approximately 200 annual events
  • Independently creates assignments for ushers, student workers, and casuals who serve as front of house managers, event assistants, and ticket takers, as well as provide ADA support and show patrons to their seats for events with assigned seating
  • Implements event plans as developed in tandem with Venue Manager, communicating and training front of house team
  • Serves as the front of house manager for approximately 3 events per week, typically occurring on nights and weekends
  • Utilizes ArtsVision, EMS, and vivenu to support operations
• Oversees artist and presenter backstage support
  • Coordinates the setup of backstage, dressing and green room areas
  • Coordinates the greeting and wayfinding for artists and presenters
• Develops, communicates, and implements emergency and safety plans for events. Serves as the day-of emergency contact at events when supporting in-person.
• Works with Facilities to ensure lobby, seating area, and surrounding areas are event ready

Supervises volunteer, student, and casual staff

• Independently hires, trains, and manages a pool consisting of 25+ casual (temporary) and student workers, and 125+ volunteers; day-of, supervises anywhere from 5-30 event staff from this group
• Develops training documentation and onboarding guides on operations, safety procedures and emergency response, and accessibility support
• Independently develops and leads bi-annual half-day training sessions for staff, including program development and coordination with guest instructors.
• Independently coordinates bi-annual appreciation events for volunteers, which includes event layout and setup, catering, entertainment, and guest speakers. Manages team of staff, partners, and peers to implement and manage the events.
• Maintains schedules and event plans in ArtsVision, EMS, and vivenu

Additional support

• Administrative support at Richardson Auditorium
• Supports Venue Manager with hall operations
• Participates in department-wide initiatives, meetings, and trainings
• Provides support for Convocations, including Opening Exercises and Commencement events
• Other duties as assigned

ESSENTIAL QUALIFICATIONS

• Bachelor's Degree or equivalent work experience
• Minimum three years' experience in arts administration and/or operations, customer service, or related fields
• Willingness and ability to work with a flexible schedule, including early mornings, late nights, weekends, holidays, and long hours
• Demonstrated experience with scheduling, event, or production software
• Proficient computer skills, including experience with Microsoft Office Suite
• Ability to assist all levels of student, departmental, and external performers and presenters, from professional to novice

PREFERRED QUALIFICATIONS

• Team management experience

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Princeton University is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part-time positions are pro-rated accordingly.

If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher, depending on the position and factors listed above.

The University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.