Director of Operations & Customer Experience

Job Description

Job Description

Position Title: Director of Operations & Customer Experience

Department: Operations

Reports to: President and CEO

FLSA Designation: Full Time, Exempt

Supervises: Front of House Managers, Event Sales Manager and Food & Beverage Vendor

POSITION PURPOSE:

The Director of Operations and Customer Experience leads all front-facing operations to deliver a seamless, high-quality, and consistently elevated guest experience. This role integrates front of house, events, food and beverage, and box office into a unified strategy grounded in hospitality, operational excellence, and innovation. This role works in close partnership with production and marketing to ensure alignment between backstage operations, audience engagement, and the overall delivery of each performance and event. The position sets the standard for a refined, service-driven environment that reflects the theatre’s commitment to excellence and strengthens patron loyalty and engagement.

ESSENTIAL FUNCTIONS:

The following list of essential job functions is not exhaustive and may be supplemented as necessary.

1. Provide leadership and oversight of all front of house operations, including guest services, ushers, volunteer teams, customer service & sales (box office), event coordination and food and beverage services ensuring a consistent and welcoming experience for all patrons.

1. Oversee event execution across performances, rentals, and special programs, coordinating closely with programming, production, and facilities to ensure seamless delivery.

1. Oversee the readiness, cleanliness, and atmosphere of all patron‑facing spaces (lobbies, restrooms, corridors, entrances, and circulation areas), coordinating with facilities and custodial teams to maintain high standards of presentation and functionality for all events.

1. Partner closely with the back of house and production teams to support show advancement, ensuring front of house readiness aligns with technical, operational, and artist requirements. This role is responsible for the patron‑facing and operational aspects of events and does not oversee technical production staff or production budgets.

1. Coordinate with production on event timelines, run-of-show, and venue logistics to ensure a seamless experience from load-in through performance and load-out.

1. Supervises: Front of House Manager, Event Sales Manager, and Food & Beverage vendor relationships; provides leadership and indirect supervision to ushers, volunteer teams, and box office staff through their respective managers.

1. Oversee and manage third party security, city services and police details required for events, ensuring proper scheduling, communication, and compliance with local regulations.

1. Lead front‑of‑house emergency preparedness, including development and maintenance of FOH emergency procedures, coordination of drills, and training of staff and volunteers on evacuation, shelter‑in‑place, medical, and disruptive‑patron protocols.

1. Ensure compliance with fire code, occupancy limits, and crowd‑management regulations in partnership with facilities and security, serving as FOH point of contact for safety inspections and incident follow‑up.

1. Collaborate with the marketing team to align patron experience strategies with audience development efforts, including pre-show communications, onsite engagement, and post-event touchpoints.

1. Partner with marketing to ensure consistency between brand promise and onsite experience, supporting campaigns and promotions.

1. Direct food and beverage operations vendor, including concessions and bar service, while partnering with our external vendor to identify opportunities to enhance offerings and increase revenue.

1. Oversee box office operations to ensure efficient, accurate, and high-quality customer service across all ticketing and patron interactions.

1. Establish and maintain service standards that reflect a high-touch hospitality approach, and train staff to consistently meet those expectations.

1. Monitor the full patron journey from arrival through departure, identifying opportunities to improve flow, reduce friction, and elevate the overall experience.

1. Address patron concerns with professionalism and urgency, ensuring timely and effective resolution.

1. Develop staffing models, schedules, and operational plans to support a high-volume, event-driven environment.

1. Foster a culture of accountability, collaboration, and service excellence among staff and volunteers.

1. Introduce new ideas, programs, and enhancements that strengthen the patron experience and support revenue growth.

1. Adhere to the organization’s values at all times and in all interactions with staff, volunteers and members of the public.

1. Fully comply with the organization’s rules and regulations for the safe and efficient operation of all spaces.

1. Develop and manage annual operating budgets for front of house, events operations, and FOH staffing in collaboration with the VP of Finance.

1. Define and monitor key performance indicators such as patron satisfaction, incident rates, staffing efficiency, and per‑capita concessions sales, using data to drive continuous improvement.

SKILLS AND SPECIFICATIONS:

The employee must possess the following knowledge, skills and abilities and be able to demonstrate that they can perform the above responsibilities and essential functions to a high level of competency, with or without reasonable accommodation.

• Strong leadership skills with the ability to build, develop, and motivate teams in a service-focused environment.
• Deep understanding of hospitality principles with the ability to translate them into a performing arts setting.
• Operational expertise with the ability to manage multiple functions simultaneously while maintaining consistency and quality.
• Collaborate with facilities team on preventive maintenance and capital improvement priorities for public‑facing areas, providing patron‑driven insight to inform planning.
• Strong communication and interpersonal skills, with the ability to engage effectively across departments and with external partners.
• Sound judgment and problem-solving ability in fast-paced, live event environments.
• Experience developing and implementing standard operating procedures and checklists in a live‑event environment
• Business acumen with an understanding of how guest experience impacts revenue, retention, and brand reputation.
• Ability to analyze feedback and data to inform decisions and drive continuous improvement.
• Flexibility and adaptability to changing priorities, schedules, and operational needs.
• Ability to work a flexible schedule, including evenings and weekends, with regular availability aligned to performance and event schedules.
• Ability to read, listen and communicate in English proficiently, both verbally and in writing.
• Ability to work in a fast-paced environment with accuracy and attention to detail.
• Ability to manage and coordinate numerous projects and tasks simultaneously in a busy, high-pressure environment.
• Ability to effectively work with internal and external customers with professionalism, patience and tact.
• Strong ability to collaborate cross-functionally with production, marketing, and external partners to deliver a cohesive patron experience
• Understanding of live event production processes, including show advancement and coordination with technical teams
• Experience managing external stakeholders such as city officials, public safety personnel, and contracted services

EDUCATION AND QUALIFICATIONS:

• Bachelor’s degree or equivalent experience in hospitality, arts administration, business, or a related field.

• Five to eight years of progressive leadership experience in hospitality, performing arts, venue management, or a related environment.

• Experience overseeing front of house operations, events, or guest services in a high-volume setting.

• Familiarity with food and beverage operations and vendor coordination.

• Experience with ticketing systems or customer relationship management platforms preferred.