Patron Experience Lead for Performances & Events

woodruffcenter; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

Alliance Theatre, part of The Woodruff Arts Center, seeks an Associate Director of Patron Experience to lead Box Office, Front of House, and Concierge teams. You will drive exceptional patron service, optimize seating and event operations, and partner with Marketing and Education to advance the theater's engagement goals.

The role requires coordinating staffing, events, and communications across departments, with a focus on efficient processes and strong customer relations during weekday and

Qualifications

• Leadership of a multi-functional patron services team.
• Strong customer service focus and problem-solving.
• Experience with staffing, scheduling, and event coordination.
• Familiarity with box office operations and ticketing software.

Responsibilities

• Lead a team of approximately fifteen staff, including four managers and three concierges.
• Oversee customer service functions for performances, subscriptions, special events, and education activities.
• Coordinate seating meetings, seating arrangements, and ticketing logistics.
• Manage parking inventory and reports in Tessitura, including prepaid parking.
• Ensure timely responses to patron emails and voicemails (target within 24 hours).
• Collaborate with Marketing, Education, and Finance to align patron experience strategy.

Skills

Team Leadership

Customer Service

Staffing & Scheduling

Event Management

Box Office Operations

Tessitura

Tools

Tessitura system

Job description

Alliance Theatre, part of The Woodruff Arts Center, seeks an Associate Director of Patron Experience to lead Box Office, Front of House, and Concierge teams. You will drive exceptional patron service, optimize seating and event operations, and partner with Marketing and Education to advance the theater's engagement goals.

The role requires coordinating staffing, events, and communications across departments, with a focus on efficient processes and strong customer relations during weekday and