Performance Manager

About the role

The Performance Manager oversees front-of-house operations for all events, rehearsals, and performances at the Metropolitan Opera House. This position focuses on maintaining high service standards, managing diverse staff groups, and ensuring a safe, efficient environment for every guest.

Key facts

What you'll do

• Supervise and motivate a team consisting of full-time, part-time, union, and non-union staff.
• Conduct pre-show briefings to update the team on performance specifics, accessibility needs, and operational changes.
• Handle guest concerns, ticketing issues, and operational challenges in real time.
• Maintain public areas to ensure they remain clean, safe, and accessible.
• Create and deliver training programs covering emergency protocols, safety, and customer service.
• Manage administrative tasks including payroll submission and the creation of nightly incident reports.
• Coordinate with external partners such as the NYPD, FDNY, and Lincoln Center staff.
• Monitor and enforce compliance with safety and emergency evacuation procedures.

Requirements

• 3 to 5 years of professional experience within a sports, entertainment, hospitality, or cultural venue.
• Proven ability to lead public-facing teams and manage large audiences.
• Must hold current F-03 and F-04 certifications.
• Proficiency with Microsoft Office suite and mobile digital tools.
• Ability to assist guests with digital ticketing and access technology.
• Capacity to work a flexible schedule including holidays, weekends, nights, and split days off.
• Physical ability to stand for the duration of most shifts.
• Strong decision-making and communication skills under pressure.

Nice to have

• Experience working with unionized staff or collective bargaining agreements.
• Familiarity with ADA requirements and accessibility best practices.
• Prior use of Tessitura or similar customer relationship management and ticketing software.
• Experience using digital scheduling platforms for hospitality teams.

Skills & tools

• Venue operations management
• Emergency preparedness and safety protocols
• Staff supervision and payroll administration
• Digital ticketing and CRM systems
• Incident reporting and documentation

Practical notes

The Metropolitan Opera is an equal opportunity employer and does not discriminate based on race, color, religion, sex, pregnancy, national origin, citizenship, age, disability, marital status, sexual orientation, gender identity, gender expression, genetic information, or military/veteran status.