Audience Experience Lead, Event Productions

Caltech; Pasadena, Northern (CA, KY); Hybrid; USD 26,000 - 29,000; Full time

Job summary

Caltech is seeking an Event Services professional to oversee front-of-house operations for events in Caltech Auditoriums and other venues. You will supervise Audience Service Representatives, coordinate staff, and ensure smooth patron flow and safety.

Role requires strong customer service, problem-solving, and ability to work evenings and weekends; familiarity with event operations software is preferred. Salary range applies to Pasadena location with comprehensive benefits.

Qualifications

• High school education or equivalent.
• Physical strength to lift up to 50 pounds.
• Ability to bend in all directions, squeeze with arms and hands, climb stairs, and work outdoors in all kinds of weather.
• Ability to push and pull rolling items (e.g., carts).
• Effective problem-solving skills.
• Excellent organizational communication (verbal & written) and interpersonal skills.
• Ability to work calmly under pressure and deal with a broad spectrum of personalities, including staff, faculty, students, donors, patrons, etc.
• Working knowledge of Microsoft Office Suite.
• Ability to work as a team member on a variety of programs and projects.
• Must be available to work overtime, evenings, and weekends.

Responsibilities

• Oversee Audience Service Representatives staff to support events in the auditoriums.
• Assign usher event duties, maintain staff shifts, and conduct pre-event briefings and post-event ASR staff reports.
• Coordinate Front of House logistics for events (receiving program deliveries, crowd control equipment, signage, ADA compliance, concessions).
• Conduct front-of-house management per the Front of House Manual and emergency plan procedures; coordinate with OSC emergency response manager.
• Coordinate event timing with Stage Manager and Box Office Manager and manage patron flow.
• Oversee ticket collection, audience counts, and preparation of event reports and incident reports.
• Coordinate with Box Office to communicate with audience members during events.
• Maintain records of merchandise sales and cash funds if provided.
• Provide accurate information to the public and Caltech community about scheduled events.
• Address customer inquiries or complaints.
• Perform duties per Institute safety standards (OSHA, ADA).
• Other duties as assigned.

Skills

Problem solving

Verbal and written communication

Interpersonal skills

Calm under pressure

Teamwork

Microsoft Office

Overtime availability

Physical stamina

Customer service

Front-of-house operations

Education

High school diploma or equivalent

Tools

Claris FileMaker

AudienceView

Job description

Caltech is seeking an Event Services professional to oversee front-of-house operations for events in Caltech Auditoriums and other venues. You will supervise Audience Service Representatives, coordinate staff, and ensure smooth patron flow and safety.

Role requires strong customer service, problem-solving, and ability to work evenings and weekends; familiarity with event operations software is preferred. Salary range applies to Pasadena location with comprehensive benefits.