Patron Experience & Volunteer Programs Leader

CAPA-Columbus Association for the Performing Arts; Columbus (OH); On-site; USD 60,000 - 62,000; Full time

Job summary

The Columbus Association for the Performing Arts (CAPA) seeks a Patron Experience Manager to lead volunteer engagement, house management, and accessibility initiatives across CAPA venues. You’ll recruit, train, and supervise 600+ volunteers while partnering with operations, marketing, and ticketing to deliver exceptional guest experiences.

You’ll design programs, manage scheduling, ensure safety and inclusivity, and report on engagement metrics.

Qualifications

• Bachelor’s degree in Arts Management, Communications, Marketing, Human Resources or a related field, and/or equivalent work experience.
• Typically, 5+ years of experience working in an arts, philanthropic, non-profit, or volunteer management are needed to have sufficient experience and judgement to lead an organization of this size and complexity.
• Experience working with and training both groups and individuals.
• Experience working with volunteers and/or large groups of individuals.
• Base pay for this role is $60,000 - $62,000.

Responsibilities

• Lead the overall strategy, design, and daily management of CAPA’s volunteer engagement program, ensuring practices reflect CAPA’s mission and uphold hospitality, community connection, arts excellence, and industry best practices.
• Manage end-to-end volunteer recruitment and onboarding, including applications, screening, orientations, training, and placement.
• Design, deliver, and evaluate quarterly training and onboarding for volunteers, including role‑specific instruction, theatre etiquette, accessibility best practices, and safety and Theatre procedures.
• Maintain and update the volunteer handbook.
• Coordinate with operations for volunteers assigned to events and community organizations, ensuring proper materials, expectations, and oversight.
• Supervise and delegate tasks to the Volunteer Coordinator; provides coaching, direction, and performance guidance.
• Provides coaching and performance guidance to volunteers to ensure a positive patron experience and adherence to CAPA’s standards of safety, and professionalism.
• Leads CAPA’s volunteer recognition and appreciation strategy, including annual events, ongoing engagement, incentives, and culture‑building initiatives.
• Oversee volunteer data reporting, ensuring accurate tracking of hours, coverage, onboarding progress, certification compliance, and engagement metrics.

Skills

Volunteer management

Customer service

Staff training

Operations planning

Communication

Data reporting

Team leadership

Education

Bachelor’s degree in Arts Management, Communications, Marketing, Human Resources or related field

Tools

Volunteer management software

Job description

The Columbus Association for the Performing Arts (CAPA) seeks a Patron Experience Manager to lead volunteer engagement, house management, and accessibility initiatives across CAPA venues. You’ll recruit, train, and supervise 600+ volunteers while partnering with operations, marketing, and ticketing to deliver exceptional guest experiences.

You’ll design programs, manage scheduling, ensure safety and inclusivity, and report on engagement metrics.