Job Description

The Performance Manager is responsible for front-of-house operations for open rehearsals, performances, and events at the Metropolitan Opera House. This role ensures a safe, welcoming, and high-quality guest experience while solving ticketing concerns, guest needs, and operational issues in real time. The Performance Manager supervises full-time, part-time, union, and non-union front-of-house staff and partners with House Management to maintain consistently high service standards across every event as well as coach and motivate team members to deliver excellent guest service.

Primary Responsibilities

Skills and Qualifications

Three to five years of experience in a cultural, entertainment, hospitality, or sports venue, with demonstrated success managing public-facing teams and varying audiences.

Demonstrated understanding of venue operations, guest safety practices, emergency procedures, and public-facing service standards.

Knowledge of ADA requirements and accessibility best practices as they relate to guest services preferred.

Comfort using mobile devices, digital ticketing tools, and guest service technology; ability to assist patrons with e-tickets and related digital access needs.

Experience managing union staff or familiarity with collective bargaining agreements preferred.

Excellent problem-solving, communication, and decision-making skills, with the ability to follow established reporting lines and escalate issues appropriately.

Familiarity or experience using digital scheduling platforms to manage the hospitality teams schedules

Ability to remain calm, professional, and effective under pressure.

F-03 and F-04 certifications required.

Preferred experience with Tessitura or a comparable ticketing/customer relationship management system, along with proficiency in the Microsoft Office suite.

Physical Demands

• Must be able to stand for the majority of the shift.
• Ability to work a flexible schedule, including nights, weekends, holidays, and split days off, in a high-volume world class live performance environment.

The Metropolitan Opera is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and existing employees without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, citizenship status, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, or any protected category prohibited by local, state or federal laws.