Director of Patron Engagement

Arts Admin Jobs; Orlando (FL); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Health insurance package

Paid vacation and sick time

401(k) retirement plan with employer 3

Optional short-term disability, vision

Dental plans

Job summary

Orlando Family Stage is seeking a Director of Patron Engagement to lead all patron-focused operations year-round. You will oversee Front of House and Box Office, training staff and aligning operations with Marketing, Development, and Education teams to deliver a cohesive patron experience across touchpoints.

Reporting to the Sr. Director of Operations, you will drive engagement, retention, and membership efforts while managing budgets and staff.

Qualifications

• Relevant experience in performing arts administration or front of house operations.
• Demonstrated ability to lead a team.
• Demonstrated ability to responsibly and accurately handle cash and other financial transactions.
• Excellent interpersonal skills and strong customer service experience.
• Bilingual (English/Spanish) speakers encouraged to apply.

Responsibilities

• Lead the Box Office staff and ensure exceptional customer service and a seamless patron experience for all patrons.
• Identify and address pain points in the ticketing and venue experience to improve accessibility and information flow.
• Train staff and volunteers on best practices for guest interaction and service quality.
• Oversee patron communications related to performance logistics, accessibility, and special accommodations.
• Serve as local escalation point for patron concerns and resolve issues promptly.
• Create and maintain Front of House and Box Office staff schedules for event coverage.
• Fill part-time and seasonal Front of House staff as needed and assist at the front desk when required.
• Support Sr. Director of Operations with ticketing system maintenance and event updates.
• Handle mail, packages, and front of house administration with confidentiality.

Skills

Leadership

Customer service

Cash handling

Communication

Bilingual English/Spanish

Tools

Ticketing system

Job description

About Orlando Family Stage:

Orlando Family Stage (OFS) is one of Central Florida’s oldest arts organizations and the State of Florida’s only professional Theatre for Young Audiences (TYA). Founded in 1926 and now in its eighth iteration, OFS reaches tens of thousands of children, families, and educators annually through professional productions, a Youth Academy of camps and classes, and innovative education and community engagement programs. Located in Loch Haven Park, OFS maintains a close partnership with the University of Central Florida, most notably hosting the MFA program in Theatre for Young Audiences.

Our mission is to empower young people to be brave and empathetic by creating quality theatrical experiences. We believe the work of theatre is fostering empathy and sharing stories representing many voices. We continuously strive to build and maintain a team that reflects and represents the diverse community we serve.

Job Summary:

The Director of Patron Engagement (full-time, year-round) ensures the highest level of patron engagement and satisfaction by leading all patron-focused operations of Orlando Family Stage. This includes working closely with Operations, Marketing, Development, and Education teams to ensure a seamless and cohesive patron experience across all touchpoints. The Director of Patron Engagement is also responsible for training and leading all personnel associated with Front of House and Box Office Operations. Direct reports include Front of House Manager and Patron Services Manager. This position reports directly to the Sr. Director of Operations and works very closely with the Sr. Director of Marketing.

Director Level Role:

As a Director at Orlando Family Stage, this position holds ultimate responsibility for the performance, effectiveness, and results of their department or functional area. Directors are accountable for setting departmental strategy, establishing priorities, managing budgets and staff, developing systems and standards, and ensuring that goals are achieved. They are expected to make sound decisions within their area of authority, address performance or operational challenges, collaborate across departments, and ensure their work advances the broader goals of Orlando Family Stage.

Patron Journey and Experience

• Map and analyze the patron engagement pathway, identifying key touchpoints from initial discovery to long-term loyalty
• Develop and implement strategies to enhance the overall patron experience, ensuring welcoming, accessible, and engaging interaction at every stage
• Partner with Marketing to create targeted communications that nurture patron relationships and encourage deeper engagement
• Implement feedback loops to continuously improve audience experience, including surveys and direct patron interactions
• Use data analytics to track patron retention, membership growth, and engagement metrics
• Work with Marketing and Operations teams to develop benchmarks and KPIs for patron experience success
• Regularly assess and report on engagement trends, identifying areas for improvement

Membership and Retention

• Grow the membership program, ensuring clear value propositions and engaging benefits
• Work with Marketing and Front of House staff to create conversion strategies that encourage repeat attendance and membership upgrades
• Collaborate with Development staff to transition engaged patrons into donors and long-time supporters
• Track and analyze patron behavior to tailor offers, outreach, and engagement strategies

Front of House & Patron Services

• Lead the Box Office staff and work to ensure exceptional customer service and a seamless patron experience for all patrons.
• Identify and address pain points in the ticketing and venue experience to improve accessibility, information flow, and ease of participation
• Train staff and volunteers on best practices for guest interaction, ensuring consistent, high-quality service
• Oversee patron communications related to performance-day logistics, accessibility, and special accommodations
• Serve as local point of escalation for patron concerns, ensuring issues are addressed promptly and effectively
• Create and maintain schedules for all Front of House and Box Office staff to ensure appropriate coverage for all events and programming
• Identify and fill part-time and seasonal staff positions as needed for Front of House and Box Office
• Work the front desk as needed to support the team. Correspondence, ticketing and guest services are expected as part of this role.
• Additional duties and special projects as assigned

Operations Team Duties and Responsibilities:

• Process ticket sales, purchases, donations, and rental payments as needed
• Provide concierge level service to all visitors
• Ensure the highest quality of phone etiquette and customer service for all patrons and volunteers
• Keep the lobbies and Front of House areas clean and presentable
• Support Sr. Director of Operations with maintaining the ticketing system including event creation and various event settings and updates
• Manage mail, packages, and other front of house administration as needed
• Maintain confidentiality on all aspects related to the organization

Desired Qualifications:

• Relevant experience in performing arts administration or front of house operations
• Demonstrated ability to lead a team
• Demonstrated ability to responsibly and accurately handle cash and other financial transactions
• Excellent interpersonal skills and strong customer service experience
• Represent an example of honesty and integrity
• Ability to work in a fast-paced environment while maintaining strict attention to detail
• Strong written and verbal communications
• Bilingual (English/Spanish) speakers encouraged to apply

Compensation and Benefits:

• Starting Salary for this position: (Tier 3 – Director) $50,000 annually or $24.04 per hour
• Health insurance package
• Paid vacation and sick time
• 401(k) retirement plan with employer match up to 3.5%
• Optional short-term disability, vision, and dental plans

Orlando Family Stage is an equal opportunity employer and as such, we consider individuals for employment according to their abilities and performance. Employment decisions are made without regard to race, age, religion, color, gender, sexual orientation, national origin, physical or mental disability, marital or veteran status, or any other classification protected by law.