Supervisor, Theatre Operations

City of Brampton; Brampton; Hybrid; CAD 100,000 - 113,000; Full time

Job summary

The City of Brampton is seeking a Supervisor for Theatre Operations to lead daily activities at municipal performing arts venues. This role focuses on service excellence, team development, and operational efficiency, ensuring a high-quality experience for patrons. The successful candidate will drive revenue growth and foster a culture of collaboration and professionalism.

Qualifications

• 5-7 years’ experience in theatre, arts, or commercial management.
• 3-5 years supervisory experience.

Responsibilities

• Lead daily operations and service coordination across municipal performing arts venues.
• Supervise staff and ensure high-quality customer service.
• Collaborate with programming and marketing teams for event delivery.

Skills

Customer Service

Leadership

Communication

Organizational

Analytical

Education

Post-secondary degree or diploma in Business Administration

Tools

Microsoft Office

CRM

POS

Ticketing Software

Venue Management Software

Job description

Join to apply for the Supervisor, Theatre Operations role at City of Brampton

Join to apply for the Supervisor, Theatre Operations role at City of Brampton

Job Description

Job Description

JOB TITLE: Supervisor, Theatre Operations

DEPARTMENT: Community Services

POSTING NUMBER: 106764

NUMBER OF POSITIONS: 1

JOB STATUS & DURATION: Full Time Permanent

HOURS OF WORK: 35 hour workweek / variable hours

LOCATION: Hybrid Model*– when working onsite, you will report to the location of The Rose.

SALARY GRADE: 6

HIRING SALARY RANGE: $100,277.00 - $112,812.00 per annum

MAXIMUM OF SALARY RANGE: $125,346.00 per annum

JOB TYPE: Management and Administration

POSTING DATE: May 14, 2025

CLOSING DATE: May 28, 2025

Area Of Responsibility

Reporting to the Manager, Theatres, this role is responsible to lead the daily operations and service coordination across Brampton’s municipal performing arts venues, including The Rose and Garden Square. This includes venue rentals, front-of-house, food and beverage, and box office operations. This role ensures consistent service delivery aligned with corporate service standards, while driving earned revenue and a seamless, high-quality experience for patrons, clients, and guests.

This role is key to the delivery of excellent customer experience and positioning and delivery of Brampton’s theatres and Garden Square as highly professional venues. Providing leaderships to teams with a focus on driving excellent customer service while maximizing revenue streams from these sources. They foster a culture of collaboration and professionalism, lead operational problem-solving, and apply market insights to enhance competitiveness and impact.

Operation & Customer Experience Support

• Supervise and monitor the quality-of-service delivery of specific programs and activities to meet operational effectiveness and ensure a high-quality experience for patrons, artists, and clients.
• Establish standards and guidelines to enhance service excellence, comply with health, safety, and accessibility standards, and improve operational efficiency.
• Collaborate with programming, technical, and marketing teams to ensure seamless coordination and delivery of events.
• Establish sales strategy’s that will develop and drive the Rentals and Food and Beverages business in alignment with revenue goals.
• Manages facility booking system and oversees venue scheduling to support efficient bookings, minimize conflicts, and optimize access for both internal and external users.
• Ensure adherence to all licensing and necessary local and provincial laws as it relates to the sale of food and alcohol.
• Assess and address operational challenges that impact guest or artist satisfaction, with a focus on continuous improvement.
• Responsible for overall CRM and ticketing strategy and implementation of innovative services and improvements to customer experience.
• Foster a guest and artist-centred culture that prioritizes welcoming, accessible, and professional service from arrival to post-show.
  
  

STAFF SUPERVISION & TEAM DEVELOPMENT

• Provide coaching, mentorship, and on-the-job training to foster a strong service culture and professional growth.
• Supervise staff, providing clear direction and accountability to meet operational effectiveness aligned with business priorities.
• Supervise, coach and provide guidance to front-line and customer service teams, including volunteers, to promote effective employee relations and encourage increased morale, innovation and productivity to meet operational effectiveness.
• Ensure ongoing professional development, performance management, and compliance with corporate and legislative requirements.
• Collaborate across lines of business to support integrated service delivery, shared goals, and a consistent audience and artist experience across all venues and programs
  
  

CUSTOMER SERVICE

• Liaise with staff, community groups, organizations and contractors in a professional manner.
• Handle and resolve issues and enquiries to meet corporate service standards. Escalate complex issues to appropriate level.
• Build and maintain a relationship with internal and external stakeholders, departments and team members to achieve common goals and objectives.
• Understand the requirements of existing customers to ensure their needs are being met and institute improvements when necessary.
• Oversee the delivery of a professional and helpful box office and front of house, which excels at customer service, is proactive in its approach to sales, and is responsive to all aspects of the building’s activity.
  
  

COMMUNICATION AND REPORTING

• Present and convey complex concepts and conditions to stakeholders; develop reports, proposals and make recommendations to management for effective decision-making.
• Keep management informed of activities and initiatives; recommend solutions for effective decision-making.
• Research and analyze trading or other data and compile summary reports
• Monitor performance of commercial activities using key metrics and prepare reports for senior management.
• Administer, coordinate and present reports for financials and other key performance indicators for projects across the division.
  
  

CORPORATE CONTRIBUTION

• Stay abreast of market, industry trends and evaluate current programs, processes and practices to recommend solutions that improve business processes, service solutions and best practices.
• Maintain knowledge of collective agreements, City policies and practices, legislation, regulations and Standard Operating Procedures (SOPs).
• Build and maintain profitable partnerships with key stakeholders and maintain industry networks.
• Carry out benchmarking surveys and market research to support a continual understanding of Brampton’s municipal theatres’ position in its marketplaces strategically, competitively and operationally.
• Identify opportunities that will maximize the commercial potential of the Performing Arts property and assets.
• Develop commercial strategies according to Performing Arts goals and objectives aimed to accelerate growth.
  
  

BUDGET SUPPORT

• Provide input on budget requirement to support anticipated business needs.
• Supervise and monitor current budget of expenditures and ensure budget compliance meet necessary financial protocols.
• Use of effective resource and expense management at all times to meet corporate policies and guidelines.
• Assist in setting financial targets and budget development and monitoring
• Oversee operations ensuring the delivery of agreed financial targets through operational efficiency and service optimization.
  
  

TEAMWORK AND COOPERATION

• Work well within diverse groups to achieve common goals and objectives that meet operational effectiveness and corporate service standards.
• Demonstrate corporate values at all times.
• Participate as a member of cross-functional team.
  
  

Selection Criteria

EDUCATION:

• Post-secondary degree or diploma in Business Administration, Arts Management, Hospitality, or equivalent in related field.
  
  

Experience

• 5-7 years’ experience in theatre, arts, commercial management or related field; preferably in both public or unionized environment.
• 3-5 years supervisory experience; ability to supervise, guide and motivate staff and provide customer service leadership.
• Demonstrated experience developing and delivering sales strategies, including food and beverage, venues and events, and online merchandising in alignment with revenue goals.
• Experience managing venue rental contracts and venue management an asset
  
  

Other Skills And Assets

• Proven track record of driving sales and identifying new revenue streams.
• Practical knowledge of Municipal, Regional, Provincial and Federal Governments and applicable Legislations is an asset.
• Strong Customer Service and People Management skills; Interface with internal and external customers and stakeholders to meet corporate service standards.
• Strong Presentation and communication skills; Facilitate concepts in a clear and concise manner.
• Strong Organizational skills; Detail oriented, well organized and able to prioritize complex tasks and meet critical deadlines.
• Strong Analytical skills for complex problem solving.
• Computer proficiency in Microsoft office/software and experience with CRM, POS, ticketing and venue management software.
• In-depth understanding of market research methods and analysis.
• Strong understanding of KPI reporting and data-informed decision-making,
  
  

Mandatory Requirements

• Ability to work flexible hours for events and programming coverage, including evenings and weekends.
• Various tests and/or exams may be administered as part of the selection criteria.
  
  

LI-SE

Interview: Our recruitment process may be completed with video conference technology.

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available. *Our Hybrid Model is subject to change.

If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference #106764 by May 28, 2025 and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.

As part of the application process, applicants will be invited to complete a self-identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. Should you wish to opt out of completing the survey, please select “prefer not to answer” as a response to each question. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.

Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.

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