Audience Experience Coordinator

JACOBS PILLOW DANCE FESTIVAL INC•Becket, MA

8d•$800 - $900•Onsite

About The Position

We are seeking a passionate and proactive individual to assist the Theatre Manager in the day-to-day front-of-house and administrative patron services operations. This role focuses on all aspects of front-line patron interaction, house management, coordinating volunteer ushers, and working closely with the Production, Marketing, and Programming departments. Responsibilities include patron, venue, and event management, implementing any changes in performance venues due to weather, assisting in volunteer management, intern mentorship, administrative support, formulating audience experience strategies, and working inter-departmentally in assessing patron interactions to foster ongoing improvements.

Requirements

Previous theater management, event management, box office, customer service, and/or arts organizational leadership experience
Ability to assess and self-direct customer service detail as it applies to audience engagement
Strong critical thinking, problem-solving, and organizational skills
Ability to multitask, work under deadlines, and work flexible hours
Excellent interpersonal communication skills
Conflict resolution and negotiation skills
Successful completion of a Background Screening

Nice To Haves

Tessitura ticketing experience is desirable
A valid driver’s license preferred
Previous CPR/First Aid certifications are a plus; Jacob’s Pillow will provide additional certification training.

Responsibilities

Patron Services Deliver excellent customer service by answering questions, resolving issues, and assisting with ticketing inquiries.
Implement rain plan, coordinating with Marketing and Box Office on communications to the public, ticket returns, donations, etc.
Lead others effectively in high-demand or emergency situations.
Understand and confidently enforce patron, ticketing, and safety policies.
Front of House Supporting the Theatre Manager in patron and venue management across three (3) performance spaces.
Serve as Manager on Duty (MOD) for multiple performances, occasionally independently, eventually taking responsibility for a specific venue.
Collaborate with the Box Office to address ticketing and seating issues promptly.
Leading and managing a cohort of volunteer ushers
Mentoring and leading each department intern throughout their specific rotation
Remain calm and professional while adapting to challenging or emergency situations.
Maintain cleanliness/presentation of theatre spaces and closing of the space following the end of each performance
Attend all dress rehearsals and run-throughs
Administrative Co-managing departmental documents prior to and during the festival season.
Being an administrator within our volunteer management system, including scheduling, data tracking, hours tracking, and communications
Assisting in the completion of Festival Reports following each performance
Communicate with marketing about program numbers and inserts
Keeping track of the house counts for each venue
Communication Provide detailed information about performances, events, classes, and related services.
Communicate with patrons regarding event details, changes, and special instructions.
Provide the highest level of customer service to patrons through in-person interactions on campus. Including campus wayfinding, front-of-house support, and other administrative duties as assigned.
Monitor and track volunteer communications via volunteer management software or email.
Ensure volunteer communications within 24 hours as needed.
Teamwork The willingness to collaborate, instruct, and provide guidance to department interns.
Be able to provide insights and positive solutions to aid in the success of the patron experience.
Comfortable working interdepartmentally