Senior Manager, Theater Operations
Vancouver Civic Theatres, City of Vancouver
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Main Purpose and Function
The Senior Manager, Theatre Operations is responsible for managing all aspects of an exceptional audience experience including the Audience Services (AS) and Food & Beverage (F&B) operations, and works in collaboration with the Director VCT and other VCT senior management team members in achieving strategic targets and goals. The position develops and manages components of the VCT capital budget, and manages AS and F&B areas of the VCT operating budget including labour expenses for the four venues that comprise the Vancouver Civic Theatres (VCT): The Queen Elizabeth Theatre, The Orpheum, The Playhouse, and the Annex. This position provides leadership, coaching and mentoring to direct reports. The position is responsible for initiating new programs to improve and enhance the VCT audience experience while ensuring correct operational controls, budget development, inventory management and costing, and health and safety compliance. The Senior Manager, Theatre Operations is also responsible for managing shared services relationships, developing revenue generating strategies, as well as staffing, including hiring, coaching, training and development, performance evaluation and attendance management, discipline up to and including dismissal, and representing the Employer in the grievance and arbitration process. The Senior Manager, Theatre Operations contributes as part of the VCT senior management team, exercises independent judgement, and is involved in problem solving for a variety of issues and situations.
Key Contacts and Reporting Relationships
The position reports to the Director VCT, works collaboratively with other members of the senior management team, and manages a staff of approximately 10 FTE’s which are a combination of included and excluded positions as well as over 200 auxiliary employees.
Other key contacts are various VCT departments, as well as City Departments involved with theatre operations such as Finance, Supply Chain, REFM, and Human Resources. There is also considerable contact with external partners such as Health and Liquor Inspectors, event planners, clients, suppliers, ticketing offices, audience members, and the Unions.
- Provides overall leadership to staff, models desired values such as respect, collaboration, adaptability, innovation, initiative and strategic thinking.
- Prepares, monitors and is held accountable for assigned capital budget, operations budget, and facility budgets, and provides input into annual budget planning and projects, and prepares related reports throughout the year.
- Leads, coaches, mentors and supports direct and indirect reports, fosters a culture of open communication, collaboration and participation, and seeks to build growth and capacity in these leadership roles.
- Responsible for overall management of VCT venues in collaboration with related departments such as Finance, REFM, and Supply Chain.
- Manages relationship with shared service departments such as Facilities, Warehousing and Inventory and liaises with department heads as needed to ensure operational efficiencies.
- Analyses operations data and develops strategies to increase VCT revenue and decrease labour costs.
- Responsible for implementation and functionality of Point of Sale (POS) system and other control systems as required for the operation.
- Liaises with ticketing office and shares settlement services in conjunction with other senior VCT leaders.
- Manages RFP’s, public tenders and procurement of new contracts on an ongoing basis.
- Responsible for ensuring Managers maintain appropriate staffing for a variety of positions which includes front line and supervisory roles.
- Administers provisions of applicable collective agreements, City policies and other applicable legislation. Provides leadership in the resolution of disputes, meets with staff and participates in grievance meetings and throughout the process.
- Collaborates with Finance department in order to create systems for tracking and monitoring budget. Analyzes data in order to maximize revenues and to make improvements as needed.
- Responsible for ensuring Health and Safety regulations and emergency response plans are in place and staff compliance and training is addressed.
- Responsible for ensuring Standard Operating Procedures are developed and regulatory compliance is maintained in areas such as liquor licencing.
- Accountable for approving and monitoring relevant purchases and associated costs.
- Actively participates in VCT management meetings, represents VCT management in ad hoc committees such as Labour Management and OH&S, meetings with external stakeholders, and VCT Board Meetings as required.
- Responsible for the development and revision of written policies and procedures and the communication of same to staff as needed.
- Coordinates and creates special events and supervises staff and suppliers as needed.
- Other duties as assigned.
Minimum Position Requirements
Education and Experience:
- University graduation in a field related to the Business/Economics/Hospitality.
- Diploma equivalency in related fields, with a minimum of eight (8) years of progressive management or supervisory experience working in Performing Arts venues.
- Experience in financial management, facility management, human resource management, and management experience with a large team.
- Proven record of increasing revenues and successfully implementing new technology and processes.
- Knowledge of Collective Agreements and experience managing in a unionized environment is an asset.
Knowledge, Skills and Abilities:
- Demonstrated leadership skills, strategic thinking and the ability to make decisions.
- Strong analytical skills and the ability to work in a fiscally sound manner.
- Sound knowledge of budget management.
- Demonstrated experience in HR management, staff training, and labour relations.
- Ability to carry out negotiations and interest based conflict resolution.
- Knowledge of pertinent WCB and OH & S standards.
- Superior communication skills, both verbal and written.
- Experience working in a unionized setting with collective agreements.
- Demonstrated ability to create and maintain positive relationships with VCT staff, COV staff and external partners/clients.
- Strong problem-solving skills and the ability to see the big picture.
- Ability to use relevant software programs.
- Knowledge of relevant regulations/laws such as liquor, noise, emergency response and food/beverage handling.
- Ability to prepare reports, proposals and monitor expenditures.
- Sound judgement and the ability to effectively and professionally represent the City of Vancouver and VCT.
Business Unit/Department: Arts, Culture and Community Services (1200)
Employment Type: Regular Full Time
Position Start Date: March 2020
Application Close: March 10, 2020
At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. We encourage applicants from diverse backgrounds, including Indigenous applicants, all genders, nationalities and persons with disabilities.
We thank all applicants for their interest. However, only those selected for an interview will be contacted. Learn more about our commitment to diversity and inclusion.
Please apply via City of Vancouver Website, Careers, Requisiton ID#17365:
Senior Manager, Theatre Operations