Part-Time Visitor Experience Associate; VXA

Position: Part-Time Visitor Experience Associate (VXA)
About The Shed

The Shed is a cultural institution of and for the 21st century. We produce and welcome innovative art and ideas, across all forms of creativity, to build a shared understanding of our rapidly changing world and a more equitable society. In our highly adaptable building on Manhattan's west side, The Shed brings together established and emerging artists to create new work in fields ranging from pop to classical music, painting to digital media, theater to literature, and sculpture to dance.

We seek opportunities to collaborate with cultural peers and community organizations, work with like-minded partners, and provide unique spaces for private events. As an independent non-profit that values invention, equity, and generosity, we are committed to advancing art forms, addressing the urgent issues of our time, and making our work impactful, sustainable, and relevant to the local community, the cultural sector, New York City, and beyond.

About the Position

The Part-Time Visitor Experience Associate is a key member of the Visitor Experience team that will be responsible for creating a positive and memorable visitor experience at The Shed. Reporting to the supervisors of the Visitor Experience team, the Visitor Experience Associate will be cross-trained across all frontline roles including ticket/membership sales, ushering, way finding, general information, welcoming groups, acting as a gallery assistant, retail sales, and other duties as assigned.

The ideal candidate has experience in customer-facing roles, using ticketing systems, front-of-house operations, and customer service in seated, general admission, and timed-ticketing environments. They have expertise in both the performing arts and visual arts, which is essential for the interdisciplinary nature of The Shed's programming. They have customer service experience, a demonstrated enthusiasm for The Shed's mission to advance contemporary culture, a strong interest in the arts, popular culture, science, and technology, and can work collaboratively with colleagues across a quickly growing organization.

This position is a union role represented by UAW Local 2110.

Key responsibilities include, but are not limited to:

• Responsible for aligning customer service with The Shed's mission to create a best-in-class audience experience that is welcoming to all
• Quickly absorb information about The Shed's programming, building, and organization in order to answer questions knowledgeably and represent The Shed
• Proactively and empathetically engage with audience members
• Responsible for the safety and well-being of the audience, including obtaining fire guard and first aid certification to be prepared to respond in the event of an emergency
• Cross-trained across all frontline roles including ticket/membership sales, ushering, distributing programs, coat check, way finding, general information, welcoming groups, acting as a gallery assistant, retail sales, and other duties as assigned
• Participate in morning updates and pre-show briefings to stay informed about operational updates
• Follow a varied daily schedule with assigned posts and breaks
• Responsible for accurate cash management and balancing a cash till
• Act as an end user for the ticketing system (Tessitura)
• Be responsible for service delivery through all channels: in person, chat, phone, and email
• Responsible for accurate data collection on the frontline to help the organization make data-informed decisions
• Maintain high data governance standards across the institution

Qualifications and Qualities

• Two or more years of experience in customer-facing roles
• Expertise in customer service for both the visual and performing arts preferred
• Cash management experience
• Experience using a ticketing system
• Open to rethinking the audience experience using technology and new strategies
• Friendly, welcoming, and warm demeanor towards colleagues and audience members
• Exemplary verbal communication skills
• Ability to stand for the duration of the shift
• Resilient and able to handle high-pressure situations without burning out
• Responds well to constructive feedback
• Able to work a variable schedule including nights and weekends
• This is union…