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Performance Manager

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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

  • Resolves guest, staff, and operational issues in an equitable, professional, and courteous manner as well as helps design and implement effective training programs for front-of-house guest service team members, including customer service, accessibility, emergency preparedness, and workplace safety.
  • Support the Met’s commitment to guest care by reinforcing high service standards, providing timely coaching, and focusing staff on key service priorities for each performance.
  • Foster a positive, professional, inclusive, and service-oriented work environment for all guest service team members.
  • Ensure that all public spaces are clean, free of obstructions and ready for guests with the high standards of the Metropolitan Opera house.
  • Lead pre-show front-of-house briefings to ensure staff are informed about performance details, audience needs, accessibility considerations, special events, and operational updates.
  • Troubleshoot and document event-day incidents, including guest concerns, client needs, staff matters, safety issues, and operational challenges.
  • Address staff issues in real time when appropriate, escalate matters to management as needed, and follow up in a timely and effective manner.
  • Prepare nightly post-event Performance Reports and document incidents accurately, thoroughly, and on schedule.
  • Review and submit weekly front-of-house staff payrolls.
  • Maintain current knowledge of emergency evacuation procedures, accessibility practices, guest care standards, and event operations as they relate to patrons and staff.
  • Coordinate with NYPD, FDNY, Lincoln Center, and other partners during performance periods, as necessary.

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.
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What this application asks

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Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Portfolio URL, Other website

  • Please describe how your education and experiences qualify you for this position. If you are an internal candidate, please take time to discuss your experience at the Met, and specifically, how it relates to the position for which you are applying. written answer
  • What is your desired salary? written answer
  • How did you hear about this position? written answer
  • Were you referred to this position by someone? If so, by whom? written answer
  • Do you have a relationship with anyone working with the Opera? If so, please list their name(s) and describe your relationship(s) with them. written answer
  • As of today, are you authorized to work in the United States in this position? Proof of such authorization will be required as a condition of your employment. written answer
  • Please provide a professional reference. Include the name, company, address, relationship to you, phone number and email address of the reference. written answer
  • Please provide a professional reference. Include the name, company, address, relationship to you, phone number and email address of the reference. written answer
  • Please provide a professional reference. Include the name, company, address, relationship to you, phone number and email address of the reference. written answer
  • The Met does not sponsor applicants for work visas. Do you now or in the future require visa sponsorship to continue working in the United States? choose one · optional
  • By checking this box, I certify that any work contained in my application or thought exercise is my own and that my use if any AI or LLM tools has been solely for research purposes. yes / no · optional
  • The Metropolitan Opera is committed to providing equal employment opportunities and reasonable accommodations for applicants with disabilities. If you require any accommodations during the application process, including the use of AI tools to assist you, please let us know. We will work with you to ensure that your application process is fair and accessible. yes / no · optional
  • I understand that the Met requires certain information about me to evaluate my qualifications for employment and to conduct its business if I become employed. Therefore, I authorize the Met to investigate my past employment, educational credentials, other employment-related activities and any additional information provided in the applications, and I agree to cooperate in such investigations. I hereby release the Met and all persons supplying such information to the Met from all liability, claims for damages, or responsibility whatsoever with respect to information supplied. I recognize and agree as a condition of my employment that I may be required to consent to a criminal records check and appropriate federal and/or state law enforcement agencies. The Immigration Reform and Control Act (IRCA) of 1986 prohibits employment of unauthorized aliens and requires employers to verify the employment eligibility of all new employees. I understand that any offer of employment with the Met is contingent upon my providing the documentation required by the IRCA as evidence of my personal identity and authorization to work in the United States. If verification becomes necessary, I will be notified of the appropriate requirements. I certify that the information provided on this application is true and complete to the best of my knowledge. I understand that any false answers or statements made by me on this application or any supplement thereto may be grounds for refusal of employment or, if employed, may be ground for immediate discharge. I understand that this is an application for employment and that no offer of employment is being hereby extended. I understand that except as otherwise provided in a collective bargaining agreement or a written employment agreement signed by an authorized representative of the Met, any employment with the Met is “at will” and will not be for any fixed period of time, and that, if employed, I may resign at any time for any reason, or the Met may terminate my employment at any time for any reason. yes / no · optional

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