Position Title:  Dream in High Park Site Audience Operations Manager

Status:  Seasonal - Fixed Term

Salary:  $30.68/hour

Start/End Date:  Mid-May - Mid-September, 2025

Application Deadline:  April 18, 2025

 

ABOUT CANADIAN STAGE

Canadian Stage’s mission is to be the leading contemporary performing arts organizations in the country. A collision of disciplines and cultures, Canadian Stage reflects the dynamism and complexity of Canada and is a vital artistic force locally, nationally and internationally. Sharing innovative work from Canada and across the world, the company stages an annual season across four Toronto venues, including its beautiful heritage building near Berkeley and Front Street, in the vibrant St. Lawrence Market neighbourhood.

In its long and storied history, Canadian Stage has employed thousands of artists and produced hundreds of new productions to over 5,000,000 audience members, including the premieres of 350+ new Canadian works. Many of the plays developed by Canadian Stage have been awarded and nominated for Canada's most prestigious literary and performing arts honours, including Governor General's, Chalmers, and Dora Mavor Moore Awards.

 

ABOUT THE POSITION AND KEY RESPONSIBILITIES

Reporting to the Ticketing & Audience Services Manager, the High Park Site Audience Operations Manager will oversee the planning and execution of site logistics related to Site and Guest Services at Canadian Stage’s High Park Amphitheatre programming including but not limited to patron services (non-ticketing), operations staffing, and close collaboration with production, technical, and ticketing leadership. This role effectively and efficiently manages the planning and deployment of all on-site logistics and teams, including both staff and volunteers to drive both a superior level of satisfaction among our patrons, other stakeholders, and a growth in revenue.

 

Key Responsibilities

Operations Accountabilities 

• Pre-Opening, in consultation with relevant staff and contractors, review all existing work plans and schedules to ensure that a comprehensive project plan is in place to set up and deliver the Dream 2025 programs in line with timeframes and all parameters set out under the site agreement, municipal and provincial regulations.
  • This includes familiarizing with and/or reviewing site plans, seasonal staffing plans, temporary structures, production and event schedules, guest services requirements, communications, and traffic management plans.
  • Project planning and schedules should cover contingencies that may affect the usual scheduling, such as wet weather and back-up plans in the event key personnel are unable to carry out their duties due to illness or unavoidable absence.
• Establish the overall ongoing operating plans for smooth and efficient operations of the High Park Amphitheatre operations related to all audience touch-points and services.
• Ensure familiarity and understanding of all services required to maintain the site infrastructure and logistic services for all Dream 2025 site Infrastructure elements and services (e.g. Standard Operating Procedures for audience safety, pre-show amphitheatre seating on-time and on-budget, toileting and cleaning facility best practices, fencing and security, lighting and safety, signage and way-finding, site offices, volunteer recruitment and management, and associated labour).
• In conjunction with the Technical Director, be the key liaison with the venue/site during the Dream program period on all logistical aspects in relation to the venue and site, including pre-Festival site inductions for other site users and partners.
• Develop and implement strategies for creating or improving processes and procedures to ensure volunteer and staff attains a high level of excellence including an up-datable operations manual.
• Ensure that objectives are met, and that corrective action is taken when necessary.
• Meet regularly with department heads or business unit leaders and facilitate the resolution of day-to-day problems on site.
• Post-Program, create and submit a report on the performance of operations, safety, site and personnel, and make any recommendations for changes.
• Manage set-up and reconciliation of box office.

Guest Experiences 

• Manage and resolve all escalated customer enquiries and complaints with respect and consideration of all involved.
• Oversee inventory management and financial reconciliations for onsite food and beverage concessions.
• Making public announcements to the audience before and after performances as required.
• Ensuring shows start on time and venue turnarounds are executed efficiently.
• Managing patron flow and ensuring capacity is maintained.

Personnel Management

• Be responsible for the management, scheduling, training and performance management of site supervisors and other hourly and/or seasonal operations employees and volunteers.
• Understand the IATSE B-173 agreement for FOH and ticketing personnel onsite and represent management in the supervision and direction of those employees.
• Ensure that personnel attain quality and service standards established by the organization.
• Oversee and ensure all relevant onboarding and briefings for staff and volunteers are developed, scheduled, organized, and delivered.
• Where required, oversee the completion of work provided by external contractors

Safety and Risk Management and Compliance

• Work closely with Management to develop and implement site and event operation plans that prioritize safety and efficiency.
• Ensure compliance with all relevant laws and regulations including accessibility, park and environmental protections, and other legislated elements of site management.
• Work with team to plan and execute egress and access plans that maximize safety and comfort of patrons, guests, and staff.
• Ensures operations are consistent with the permit license from the City of Toronto.
• Work collaboratively with the Production and Technical personnel in relation to emergency management on the High Park Amphitheatre site.
• Perform the role of Lead Warden in the event of emergencies.
• Train and supervise direct reports who will sub-in as the onsite supervisor when this position in not onsite (e.g. days off, sick days, etc.)
• Ensure that all reporting employees and volunteers adhere to company policies and procedures.
• Post-events, review all incident reports, records and feedback to ensure that the site’s risk management and safety policies and procedures are updated and reflect best practices for subsequent summers.

Financial and KPI Management

• High Park operations budget preparation and monthly financial assessments to ensure operation within budget parameters.
• Update resources and processes to improve customer service.
• Enhance or create policies, procedures, and service systems to support the goals established for High Park operations.
• Examine reports (e.g., inventory, sales and daily reports) to understand operational activities at the park and to recommend improvements to maximize performance.

 

REQUIREMENTS

• Minimum of 3+ years of supervisory or management experience in an arts or entertainment environment. Festival and/or large-scale outdoor event experience is a strong asset.
• Demonstrable experience in emergency management, work health & safety policies and procedures.
• Some experience in budget management or coordination.
• Personality and some experience in motivating and organizing teams of people with positivity and productivity. Experience with personnel and volunteer management is essential.
• Ability to identify key issues and finding solutions to overcome them.
• A positive attitude that can be sustained in the face of changing conditions
• An intermediate to advance knowledge of computer skills needed for the role, primarily Excel and the Microsoft Office Suite.
• Sound analytical thinking, planning, prioritization, and execution skills.
• The ability to remain affable and calm within a fast-paced and changeable environment.
• Knowledge of a CRM system is an asset (Tessitura is preferred)
• Ability to work with the public, with strong conflict resolution skills
• First Aid training is preferred
• Valid Class G Ontario Driver's License is an asset

 

SPECIALIZED WORKING CONDITIONS

• Most work hours will take place in late afternoons / evenings and on weekends.
• Manual dexterity required to use computer and peripherals.
• Ability to stand for long periods of time.
• Ability to work outside in variable weather conditions from spring to fall.
• Ability to lift up to 30lbs.

 

APPLICATION PROCESS

Applications should include:

• A cover letter stating the candidate’s interest in the position and relevant experience. The letter should be no longer than two pages.
• A resume

Please merge your Letter of Interest and Resume into one PDF.

Please send your application to: dihp@canadianstage.com and use the email subject header, “Dream in High Park Site Audience Operations Manager”.

Interested individuals are encouraged to submit their application no later than April 18, 2025, though applications will continue to be received and reviewed until a successful candidate is confirmed.

Canadian Stage is committed to providing an inclusive and barrier-free experience to applicants with accessibility or other needs. Requests for accommodation can be made at any stage during the recruitment process.

All qualified persons are encouraged to apply; however, Canadians and permanent residents of Canada will be given priority. While we sincerely thank all candidates for their interest and efforts, only those short-listed for interviews will be contacted.