Call Center Operations Manager

Inspired by the work we do every day, the JCC is an organization centered by Jewish values and focused on creating meaningful experiences and opportunities to enrich, connect, and positively impact our community. We pride ourselves on our inclusive and welcoming workplace and celebrate the diversity of our employees. We value all members of our team in a supportive environment in which everyone is treated with appreciation and respect and positioned to do their best work every day. SUMMARY: The Operations Manager is a key member of the Gordon Center operations team and supports the day-to-day operation of the theater and its events. The position has primary responsibility for front-of-house operations, including box office management, rental coordination, hospitality, and event execution. Reporting to the Director of Operations, the Operations Manager works closely with and provides operational support to the GM. The Operations Manager collaborates with the Gordon Center team to help ensure that performances, rentals, and special events are well-organized, welcoming, professional, and safe for patrons, renters, artists, and guests. WHAT YOU WILL DO: Front-of-House and Event Operations Schedule and supervise house managers and front-of-house staff. Coordinate front-of-house staffing for performances, rentals, and special events. Oversee front-of-house operations during events when assigned. Ensure theater policies, procedures, and safety protocols are followed. Respond to patron concerns and front-of-house staff issues in a professional and timely manner. Oversee theater opening, event operations, cleanup, and closing procedures. Help ensure that patrons and guests have a welcoming, professional, and safe experience. Box Office Management Within six months, become a Super User of Secutix and develop a strong working knowledge of Salesforce. Support and manage day-of-show box office operations, including ticketing, event setup, patron service, reporting, and troubleshooting. Coordinate box office staffing and help ensure staff members are properly trained and prepared. Work with the Gordon Operations Administrator to assist renters, presenters, and Gordon Center staff with coordinating ticketing requirements for events. Assist patrons with ticketing questions and issues while providing a high level of customer service. Support accurate ticketing reports, reconciliation, and related administrative needs. Rental Coordination Assist with rental coordination, including communication with renters and gathering event information and requirements. Help identify and coordinate front-of-house and operational needs for rental events. Communicate rental requirements to appropriate Gordon Center staff and departments. Support rental events from advance planning through event execution and post-event follow-up. Assist with rental-related administrative and billing coordination as appropriate. Hospitality Coordination Help coordinate hospitality needs for performances, rentals, and special events. Assist with hospitality for artists, presenters, renters, VIPs, and other special guests as appropriate. Coordinate food and beverage arrangements, green room needs, and other hospitality requirements. Work with Gordon Center staff, caterers, vendors, and other partners as needed. Help provide artists, presenters, renters, and special guests with a welcoming and professional experience. Concessions Support Support concession operations as needed during events. Help ensure the concession area is prepared and appropriately staffed. Assist with operational issues during events and communicate inventory, staffing, or other needs to the appropriate manager. The Operations Manager is not responsible for overall concession purchasing, inventory management, or ongoing concession administration currently. Administrative and Operational Support Assist with recruitment, scheduling, and payroll for hourly front-of-house staff. Assist with event dashboards, reports, and other event-related documentation in coordination with the Director of Operations and GM. Receive invoices and submit them for processing. Provide customer service and operational support for Center for Arts and Culture events. Provide staff support and operational expertise for JCC and community-wide holiday celebrations and special events. Assist with the implementation of new operational systems and procedures. Provide operational support to the GM as needed. Assist with budget preparation and other administrative projects as required. Attend staff meetings and trainings as required. Participate in professional development opportunities, particularly those focused on supervision and management. Perform other duties as assigned by the Director of Operations, GM, or other appropriate management. WHO YOU ARE: Strong leadership skills with the ability to motivate staff and foster a positive team environment. Strong interpersonal skills and the ability to resolve conflicts professionally. A proactive approach to work and the ability to anticipate operational and event needs. Excellent communication skills, including the ability to listen, follow direction, and clearly communicate information. Strong organizational and time-management skills. Excellent decision-making and problem-solving abilities. Strong customer service and hospitality skills. A commitment to quality, professionalism, and safety. Ability to work effectively in a fast-paced performing arts and event environment. PHYSICAL DEMANDS AND WORK ENVIRONMENT: The Gordon Center is a dynamic, fast-paced performing arts and event environment. The Operations Manager regularly interacts with staff, patrons, renters, artists, community members, vendors, and outside partners. The position includes both quieter administrative and planning periods and busy theater and event environments. Evening and weekend availability is required based on the event schedule. The Operations Manager is expected to maintain a professional demeanor, work collaboratively with the team, and always follow appropriate safety practices. _______ While performing the duties of this position, the employee may be required to stand for extended periods, work in large crowds, lift or move event-related items, reach with hands and arms, and occasionally stoop, kneel, or crouch. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. This job description is not intended to be all-inclusive. The employee may be asked to perform other reasonably related duties as assigned by the supervisor or other management as organizational needs arise. COMPENSATION AND BENEFITS: Salary (or Salary Range): $19/hour Benefit & Perks: The JCC offers a complimentary membership to the Jewish Community Center. This job description is not intended to be all-inclusive, and incumbent will also perform other reasonably related business duties as assigned by supervisor or other management, as required. The JCC reserves the right to revise or change job duties as the needs arise. This job description does not constitute a written or implied contract of employment. The Jewish Community Center of Greater Baltimore is proud to be an equal opportunity employer. In keeping with our Jewish values, we are dedicated to a policy of nondiscrimination in employment on the basis of race, religion, color, sex, sexual orientation, gender identity or expression, national origin, age, marital status, citizenship, veteran's status, physical or mental disability that does not prohibit the performance of essential job functions (with or without reasonable accommodation) or any other basis protected by federal, or applicable, state or local law. We welcome everyone interested in our mission to join us. If you require accommodations, please contact us and we will make every effort to meet your needs. #J-18808-Ljbffr