ATG Entertainment USA
New york, NY
US

DESCRIPTION

POSITION: Customer Experience Manager

LOCATION: New York, NY

HOURS: Full-Time

COMPENSATION: $62k per annum

ABOUT THE POSITION

The Lyric Theater, a part of ATG Entertainment, is looking for an enthusiastic, dynamic and driven individual to join our highly skilled Front of House team for its current production, Harry Potter and the Cursed Child. The ideal candidate will have exceptional customer service skills, a passionate desire to achieve the very highest standards, and embody the company vision and values. The CEM role leads the Usher team during performances, focusing on enforcing policies and procedures to support both the safety and a positive experience for guests and staff.

PEOPLE, PLACES, and THINGS

· The Lyric Theatre is residence to Harry Potter and the Cursed Child on Broadway

· The CEM will provide support to house management, assisting in the efficient running of the theatre, especially during show performances

· Ensure the optimal customer experience at each performance and any special events, while sharing responsibility for the security of patrons, the facility, and all personnel overseeing the running of the front of house operation

· Support the Customer Experience Director in recruiting, scheduling, training and supervising FOH event staff

· Initiate ideas, in conjunction with management to increase sales, minimize costs and provide higher levels of customer service

· Assist with nightly reports and other ancillary documents

· Implement and enforce venue management best practices while abiding by company policies and procedures

· Support the delivery of a safe and productive work environment for all team members

· Create a fun and vigorous work environment; work with the staff while promoting respect and dedication in each employee’s work

· You will need to collaborate and effectively communicate with building departments, including but not limited to management and front of house staff

EXPERIENCE and SKILLS

· Previous management experience in leading teams

· Good communication ability and apt in problem solving

· Significant experience working in customer facing roles is required

· Strong interpersonal relations and communication skills

· Possess a positive attitude and be flexible, friendly and courteous with patrons and fellow staff members

· First Aid & CPR Certified or willing to become certified is required

· Hold an active TIPs certification, or must be willing to take the course

· Valid food handler certification is preferred but not required

· College degree and experience working in arts organizations preferred, but not required

· Possession of electronic point of sale system experience is preferred, as well as basic PC computer skills including Microsoft Office (Outlook, Excel, Word, etc.)

COMPETENCIES

· Ability to remain calm in a fast-paced environment

· Confidence in making decisions with excellent judgement

· Collaborative and team-player attitude

· Team leadership with a focus on motivation

· A “can do” attitude and positive spirit

BENEFITS

· 401K eligible, competitive healthcare plan, and paid vacation

Expected offer made by: [MO. / DAY / YR.]

ABOUT ATG Entertainment

Nothing beats the energy and excitement of a great live performance. That’s why our mission is to bring the very best in music, theater, comedy, and more, to the largest possible number of people. Since 1992, we’ve grown to be a world leader in live entertainment. 10 million people a year attend live performances at one of our 50 iconic venues across North America, the United Kingdom and Germany. That number keeps growing. We partner with the world’s top creative talent and present critically acclaimed productions which have won more than 80 Tony and Olivier Awards over the years. We also operate some of the world’s most popular theatre ticketing sites, with 11 million and counting customers getting their tickets directly from us.

People are at the heart of our success. Our core values - Passionate, Smart, Collaborative and Ambitious – are about our people. Thousands of people work for ATG worldwide and it’s their passion and commitment that allows us to create great live entertainment experiences.

Learn more about ATG, visit www.atg.co.uk/

ATG’S INCLUSION, DIVERSITY, EQUITY, & ACCESS MISSION STATEMENT

Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities.  Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves.  At ATG, we provide a stage for everyone. 

DURATION

Jan 15, 2026 -

SALARY

$60,000.00 – $62,000.00 per hour

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