Audience Services Director

ESSENTIAL DUTIES AND RESPONSIBILITIES

Audience Experience & Operations

• Lead all front-of-house operations to ensure an outstanding experience for every audience member.
• Supervise and develop Audience Services Managers House Managers Box Office Associates and other front-of-house staff.
• Serve as Manager-on-Duty during performances resolving patron concerns and supporting staff.
• Maintain safe welcoming and well-presented public spaces.
• Develop customer service standards operational procedures and staff training.

Staff Leadership

• Recruit hire train schedule and support front-of-house staff and volunteers.
• Process scheduling and payroll for Audience Services staff.
• Lead hospitality planning meetings for each production.
• Foster a positive collaborative and service-focused team culture.

Audience Services & Partnerships

• Coordinate accessibility services including ASL interpretation captioning and audio description.
• Manage audience amenities including parking concessions signage and other patron services.
• Serve as the primary liaison with Studio Theatres café partner.

• Review audience feedback and implement continuous improvements to the patron experience.

Organizational Collaboration

• Partner with Marketing Box Office and other departments to support revenue goals and audience engagement.
• Help develop policies and practices that reflect Studio Theatres commitment to welcoming and inclusive audience experiences.
• Participate in ongoing institutional initiatives and special projects.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals especially any individuals with disabilities to perform the functions.

The position requires the ability to:

• Lift and carry up to 25 pounds.
• Walk throughout the theatre and climb stairs regularly.
• Stand for extended periods during performances.
• Remain calm and professional while responding to patron concerns in a fast-paced public environment.

Work is performed primarily on-site in an active theatre environment that includes:

• Frequent evening and weekend performances.
• Bright theatrical lighting occasional darkness and loud or unexpected sounds.
• Regular interaction with patrons staff volunteers artists and visiting guests.

SKILLS AND QUALIFICATIONS

Studio Theatre is seeking an individual with considerable talent passion for the theatre and ability to advance institutional aims. We expect a candidate will have:

• 35 years of experience in audience services front-of-house operations hospitality customer service ora relatedfield.
• Experience supervising teams including hiring training scheduling and coaching isrequired; experience with budgeting is preferred but notrequired
• Experience managing volunteers is a benefit but notrequired
• Demonstrated commitment to delivering exceptional customer service and resolving complex patron concerns.
• Experience managing multiple priorities in a fast-paced customer-facing environment.
• Strong organizational communication and interpersonal skills.
• Ability to lead teams during evenings weekends and live events.
• Proficiencywith Microsoft Office Tessitura and comfort learning new software systems.
• CPR and First Aid certification (or willingness to obtain upon hire).
• Ability to work primarily on site including evenings weekends and holidays as required by the performance schedule.

COMPENSATION:

For FT staff This position is a full-time salaried exempt position with an annualized salary between $57000 and $67000.