NewFest, New York's leading LGBTQ film and media organization, is seeking a part-time Audience Services Manager to support in-person and virtual events at its flagship festivals and year-round events. .
Founded in 1988, NewFest is the largest queer film festival in the United States, and the largest convener of LGBTQ+ audiences in New York City. NewFest's mission is to give voice and visibility to the full scope of the LGBTQ+ experience through films and programs that entertain, educate, and empower. NewFest presents year-round screenings and events, including
- The New York LGBTQ+ Film Festival, a 13-day event held annually each October
- NewFest Pride, a 5-day event held annually each June
- Queering the Canon, a 5-day event held annually each April
In addition, NewFest currently has three artist development programs, and partners with the NYC Department of Education on a screening series for high school students. NewFest also works with studios, networks, and streamers to present advance screenings of LGBTQ+ content, often accompanied by social events.
Scope of Work
The Audience Services Manager oversees all aspects of the ticketing department, including Internal Ticketing, Accreditation, Customer Service and Box Office Relations. This role is responsible for the successful setup and execution of ticketing systems; management of Box Office venues and seasonal staff; ensuring excellent Customer Service; and handling the Accreditation for industry professionals, press, VIPs, community partners, and filmmakers.
Reporting directly to the Executive team, this position will help to develop strategic ticketing plans, while working closely with each internal department, including programming, marketing and development, to ensure a smooth ticketing process year-round.
Year-Round Responsibilities
(Light weekly workload; concentrated tasks before and after each event)
Ticketing and Event Support
- Build and manage ticketing for year-round screenings and special events.
- Support the Executive team on ticketing holds, pricing, and on-sale timelines.
- Process internal ticketing and RSVP requests.
- Create promo codes for year-round events and membership discounts.
- Maintain accurate ticketing information across Elevent and NewFest's website.
Customer Service
- Serve as the primary contact for audience inquiries
- Monitor and respond to general ticketing inboxes.
- Flag recurring issues and suggest improvements.
Membership and Cross-Department Support
- Coordinate with Development and Marketing to ensure membership benefits and ticketing language remain up to date.
- Assist with planning and process improvements for audience services.
Administrative
- Provide input on the annual ticketing budget.
- Maintain general ticketing policies in collaboration with NewFest leadership
Festival Responsibilities (Seasonal)
Ticketing Build and On-Sale Coordination
- Build, configure, and manage ticketing for Queering the Canon (April), NewFest Pride (May/June), and the New York LGBTQ+ Film Festival (October).
- Coordinate with Marketing on promo codes, flash sales, and on-sale messaging.
- Provide daily sales updates to the Executive and Marketing teams during festivals.
Accreditation (Primarily Fall Festival)
- Manage the Accreditation process for filmmakers, press, VIPs, and partners.
- Coordinate with staff responsible for publications and design to finalize credentials
- Oversee distribution of badges during the fall festival.
Customer Service During Festivals
- Serve as the lead point of contact for ticketing-related audience questions.
- Support high-volume customer needs during festival weeks.
Box Office Operations
- Hire, train, and schedule part-time seasonal box office staff.
- Work with the Box Office Manager or Production team to ensure equipment is prepared and venues are set.
- Conduct pre-festival training sessions as needed.
- Provide general guidance on ticket scanning and RUSH protocols (no need to develop manuals from scratch).
Skills and Qualifications
- 3–5+ years of experience in ticketing, box office operations, or event management.
- Experience working with ticketing systems, preferably Elevent.
- Strong organizational skills, with the proven ability to navigate fast-paced environment, handling several projects at once and responding to last-minute requests in an efficient manner.
- Excellent leadership skills, with experience managing staff in a festival or large event setting.
- Ability to work independently and as part of a team, collaborating closely with every internal department to ensure all ticketing needs are met.
- Tech-savvy, adaptable, and quick to learn new systems.
- Collaborative team leader with a customer-first mindset.
Compensation and Application Instructions
This is a part-time, year-round, salaried non-exempt position compensated at an hourly rate of $28.50/hour, with an anticipated weekly commitment that varies seasonally based on NewFest's programming calendar. The annualized range for this role will depend on the final schedule.
NewFest is committed to equity, diversity, and inclusion in all facets of the organization and welcomes recommendations, nominations, and applications from all qualified candidates.
Please prepare a cover letter that describes your specific interest in NewFest and outlines your qualifications for the position and submit with a resume and contact information for three professional references. All applications will be treated as confidential and references will not be contacted without the candidate's knowledge and agreement.
Application materials should be submitted by January 30th at https://airtable.com/app1QFgkNdtu1Z2ZZ/shrv7gIgu6UCYyRUN
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Monisha Gandhi
Festival(s) Producer
NewFest
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