Audience Services Manager (6291U) #86664

At the University of California, Berkeley, we are dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

As a world-leading institution, Berkeley is known for its academic and research excellence, public mission, diverse student body, and commitment to equity and social justice. Since our founding in 1868, we have driven innovation, creating global intellectual, economic and social value.

We are looking for applicants who reflect California's diversity and want to be part of an inclusive, equity-focused community that views education as a matter of social justice. Please consider whether your values align with our Guiding Values and Principles, Principles of Community, and Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and provide space for supportive colleague communities via numerous employee resource groups (staff organizations). Our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our full-time staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. Find out more about how you can grow your career at UC Berkeley.

Under the supervision of the Director of Venue Management, the Audience Services Manager assists in the efficient operation of all Audience Services activities in various Cal Performances venues (Zellerbach Hall, Zellerbach Playhouse, Wheeler Auditorium, the Hearst Greek Theatre, and certain performances at Hertz Hall and First Congregational Church). Responsibilities include operational assistance as well as coordination and supervision of Front of House student staff and volunteers.

The First Review Date for this job is: June 19, 2026

Front of House Lead During Events - Shared

• Oversees FOH Student Staff and volunteer usher conduct and safety.
• Resolves critical issues involving patrons at events such as ticketing problems, late seating, crowd control, facility maintenance, and general public relations, while employing customer service techniques.
• Facilitates communication and services with concessionaires, caterers, vendors and other Cal Performances departments, as they pertain to Front of House activities such as receptions or intermissions, to ensure protection of Cal Performances' interests and maintain consistent customer service to the patrons.
• Ensures that the ambiance, appearance, and general condition of patron-accessible areas of facilities, including the lobby, auditorium, and restrooms, are appropriate.
• Provides the Venue Operations Manager with any major safety concerns and building appearance improvement needs encountered during events.
• Provides directions and information. Oversees digital and hard-copy signage for events.
• Act in close coordination with Ticket Office staff to employ customer service techniques to effectively interact with patrons, mutually resolving critical issues such as ticketing problems, late seating, crowd control, facility maintenance, and general public relations.
• Oversee execution of receptions, special events, intermissions, artist meet-and-greets, merchandise sales, informational/promotional displays, and other pre/post-event activities.
• Responsible for and oversees the Patron Services reporting, outlining any extraordinary occurrences at the event; running times, an accounting of employees' time worked, concessions and merchandise report, accident reports, facilities maintenance items, and other important information for all events.
• Looks after ADA considerations for all patrons, including ADA seating, facilities, and providing assistance in transport to and from venues when appropriate.
• Assumes leadership role in emergency situations, leads evacuations or other safety-related procedures; performs crisis intervention; calls emergency services; prevents or removes anything or anyone disrupting an event. Liaises with medical services and/or security services.
• Communicates effectively with Artist Services, Production and Facilities Services to ensure smooth execution of events in all venues.
• Works alongside the Venue Operations Manager and Another Planet Entertainment staff at the Hearst Greek Theater to ensure the proper seating of all patrons requiring accessibility accommodations, observe and report patron incidents, and assist all necessary obligations to maintain the safety of operations for Greek Theater concerts.
• Represents Cal Performances and the University at selected events.
• Acts as the highest level of Administrative Authority for the Front of House Department.

Volunteer Manager

• Oversees the General Volunteer Usher Program and the Student Volunteer Usher program.
• Collaborates with the marketing department to increase student outreach and participation through the Student Volunteer Usher program.
• Interviews and onboarding new volunteers as necessary.
• Actualizes a robust volunteer training program and annual, bi-annual, and period volunteer meetings to ensure the maintenance of volunteer service quality.
• Organizes and regularly updates volunteer resources.
• Maintains a thorough record of all volunteers, contacts, and history, including campus registration.
• Handles all email communications with volunteers.
• Provides feedback, and when necessary, initiates disciplinary action on volunteers.
• Creates the volunteer schedule, and makes necessary changes throughout the season.
• Maintains and optimizes user experience on the software used for volunteer scheduling (currently: Coda).
• Revises and implements all volunteer usher policies and practices in order to ensure a high level of service provided to patrons, and a positive experience for the volunteers.
• Develop and implement Volunteer recognition initiatives and events
• Gathers feedback from volunteers regarding volunteer satisfaction, program policies and procedures, and patron experience.
• Addresses feedback regarding volunteers from student staff, patrons, and other Cal Performances staff.
• Trains student staff in management and communication techniques in relation to volunteers.
• Advises and assists with tasks pertaining to student staff when necessary.

PEM duties distributed - Shared

• Work with the entire FOH Admin team in a highly collaborative and communicative environment, ensuring a smooth flow of information and transparency within the department.
• Retain working knowledge of the work of other FOH Admin, in order to work together easily and efficiently.
• Be aware of all event information, while advising on topics pertaining to audience experience.
• Be a key player in the development and management of organization-wide projects and initiatives that promote the importance and benefits of a reputable customer experience.
• Liaise with the sales and marketing team to measure and interpret customer feedback and utilize this data to inform staff communication and program creation for an ever-improved customer experience.
• Monitor and respond to customer inquiries, concerns, and feedback through various channels, providing prompt response and resolution to customer service issues. Ensure feedback and opportunities for improvement are shared effectively throughout the organization.
• Development and implementation of a training program and a Policy & Procedure manual for all Front of House personnel.
• Serve as key organizational leader in creating and implementing a vision of exceptional guest experience.
• Advocate FOH Student Staff needs to peers and the senior leadership team.
• As needed, interview, hire, train, motivate, schedule, and supervise all Front of House and Patron Services staff. Manage leadership, student, and volunteer staff during events.
• Develop and implement a training program and orientation for all Front of House personnel.
• Development and implementation of emergency procedures as they would pertain to Front of House staff and Patrons.
• Ensure the ambiance, appearance, and general condition of patron accessible areas of the venues are appropriate
• Communicate with other departments such as Marketing, Education, Development, TDPS, Operations, and Venue Ops to support events.
• Maintain facility and equipment to provide maximum accessibility to patrons with disabilities.
• Coordinate with Marketing and other units as necessary to ensure that marketing materials, program books, inserts, and/or surveys are available to all venues for distribution at events.

• Experience in Performing Arts, Event Management, and Public Assembly
• Excellent customer service skills.
• Excellent verbal communication skills; ability to give appropriate consideration to others' concerns to address and resolve a variety of problems.
• Ability to access and manage diverse customer service activities, including unanticipated service needs and/or emergencies.
• Ability to manage and look after a wide variety of events and patrons, encompassing all kinds of entertainment and university events.
• Ability to speak in front of large groups of people.
• Ability to take charge and direct people calmly and professionally.
• Demonstrated leadership skills to effectively recruit, select, train, motivate, and discipline student staff members and community volunteers.
• Ability to work under pressure of deadlines in a demanding environment.
• Strong organizational skills, ability to work on multiple projects with competing deadlines and to establish goals and workload priorities.
• Good writing skills to prepare clear reports and written instructions.
• Strong working knowledge of computer systems and software including word processing, spreadsheet and data management software.
• Initiative and ability to work independently and as part of a team.
• Ability to work nights, weekends, and holidays.
• This position requires the successful completion of a criminal background check.

• Knowledge of California ADA regulations and considerations
• Knowledge of the University of California Service Animal Protocol
• Red Cross CPR/AED, Red Cross First Aid

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted hourly range that the University reasonably expects to pay for this position is: $36.00 - $39.00/hr

To apply, please submit your resume and cover letter.

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy
UC Anti-Discrimination Policy
Abusive Conduct in the Workplace