Associate Director, Patron Experience

The Woodruff Arts Center•Provo, UT

11d•Onsite

About The Position

The Associate Director of Patron Experience is a key leadership position responsible for ensuring exceptional customer service and operational efficiency across Box Office, Front of House, and Concierge teams at Alliance Theatre. This role plays a critical part in providing an outstanding patron experience, from ticketing to seating arrangements, and involves collaboration across multiple departments including, but not limited to, marketing, education, data services, and production. The Associate Director will lead a dynamic team, overseeing staffing, scheduling, special events, and contribute to the strategic vision for patron engagement alongside the Director of Marketing.

Requirements

6+ years of experience in a leadership role within patron services, customer experience, or box office management
Strong understanding of the theatre industry and patron engagement strategies
Experience with Tessitura is required, and skills must include proficiency with: List Manager Reports & Utilities, with knowledge of scheduling reports Holds Management NScan/Access Control Building events in Tessitura
Proven ability to manage and motivate teams in a fast-paced environment
Excellent communication and interpersonal skills to work effectively across teams
Strong project management skills; ability to juggle and prioritize multiple projects simultaneously with multiple stakeholders
Sharp attention to detail and organizational skills
Flexibility to work nights and weekends for special events when needed
Ability to handle and balance many responsibilities in a calm and efficient manner
Ability to adapt to quickly changing policies, projects, and priorities
High level of self-direction, self-motivation and ability to set priorities
Ability to resolve conflicts with patience and professionalism
Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.)
High School Diploma and relevant experience in the field

Nice To Haves

Preference for candidates with a background in theater and/or customer service

Responsibilities

Train, supervise, and support a team of approximately fifteen employees, directly managing four managers and three concierges
Ensure effective staffing schedules for all patron services, front of house, and concierges shifts, optimizing for busy periods and special events and including classes and camps support
Work with managers to ensure smooth operations and exceptional patron experiences
Ensure prompt responses from team members for all patron email and phone inquiries
Oversee and manage all customer service functions for performances, subscriptions, special events, and education activities including classes, camps, and family events.
Manage all rental-related patron services tasks, including contracts and staffing
Coordinate Opening Night logistics, including running the seating meetings and executing seating arrangements
Ensure adherence to company complimentary tickets policies, including comps for staff and cast/creative team members
Oversee contractual ticket allotments for producers and artists
Manage all chargebacks, investigating disputed credit card charges from patrons to determine the accuracy and report the findings to the finance department
Build parking as a product in Tessitura and manage parking inventory by creating schedule reports in Tessitura for patrons with prepaid parking and ensure these reports are sent to the parking deck.
Build and manage ticketing RSVPs in Tessitura for free events
Work with Season Ticket Concierge and Box Office Managers to book seats for season subscribers.
Generate box office statements and credit card reports at the close of each production run or event and submit them to the Finance Controller
Collaborate with Director of Marketing to develop and implement the patron experience vision for the theater
Work with managers to execute external calling campaign solicitations in collaboration with marketing, development, and education departments
Attend regular meetings on behalf of the patron services team, including Marketing meetings, Sales meetings, Engagement team meetings, data services meetings, managers meeting, campus events/facilities/security meetings, and other meetings as assigned
Work closely with Data Services on season builds and tracking patron data and engagement metrics
Work closely with the Director of Marketing & Communications to support sales campaigns for season tickets
Work closely with the Woodruff Arts Center Director of Security to ensure that security team members are scheduled appropriately for all performances and special events
Work closely with the Woodruff Arts Center Food & Beverage leads to ensure that concessions are provided for all performances and special events
Lead candidate interviews, onboarding, and training of new staff members in collaboration with HR
Oversee the creation and maintenance of comprehensive training materials, ensuring they are organized and accessible to the team via SharePoint for consistent reference and onboarding support
Maintain staff handbooks and internal policies, ensuring all materials are current, clearly communicated, and aligned with departmental vision
Develop and update job descriptions to ensure clarity in responsibilities and expectations
Approve staff time-off requests and oversee timeclock entry and approvals for part-time staff