Audience Services Director

The Studio Theatre Inc•Washington, DC

2d•$57,000 - $67,000•Onsite

About The Position

Studio Theatre is seeking a collaborative, service-oriented leader to serve as our Audience Services Director. This full-time position oversees the front-of-house operation that shapes every patron's experience, from ticket purchase through the final curtain call. Reporting to the Director of Marketing & Communications, the Audience Services Director leads a team of an Audience Services Manager, box office associates, house managers, and volunteers to deliver exceptional customer service while ensuring the smooth operation of performances. This role also oversees audience accessibility services, volunteer engagement, and serves as a Manager-on-Duty during performances. This is an ideal opportunity for someone who enjoys leading people, improving systems, and creating welcoming experiences for thousands of audience members. Must be available for evenings and weekends.

Requirements

3–5 years of experience in audience services, front-of-house operations, hospitality, customer service, or a related field.
Experience supervising teams, including hiring, training, scheduling, and coaching is required.
Demonstrated commitment to delivering exceptional customer service and resolving complex patron concerns.
Experience managing multiple priorities in a fast-paced, customer-facing environment.
Strong organizational, communication, and interpersonal skills.
Ability to lead teams during evenings, weekends, and live events.
Proficiency with Microsoft Office, Tessitura, and comfort learning new software systems.
CPR and First Aid certification (or willingness to obtain upon hire).
Ability to work primarily on site, including evenings, weekends, and holidays as required by the performance schedule.

Nice To Haves

Experience with budgeting is preferred but not required.
Experience managing volunteers is a benefit but not required.

Responsibilities

Lead all front-of-house operations to ensure an outstanding experience for every audience member.
Supervise and develop Audience Services Managers, House Managers, Box Office Associates, and other front-of-house staff.
Serve as Manager-on-Duty during performances, resolving patron concerns and supporting staff.
Maintain safe, welcoming, and well-presented public spaces.
Develop customer service standards, operational procedures, and staff training.
Recruit, hire, train, schedule, and support front-of-house staff and volunteers.
Process scheduling and payroll for Audience Services staff.
Lead hospitality planning meetings for each production.
Foster a positive, collaborative, and service-focused team culture.
Coordinate accessibility services including ASL interpretation, captioning, and audio description.
Manage audience amenities including parking, concessions, signage, and other patron services.
Serve as the primary liaison with Studio Theatre's café partner.
Review audience feedback and implement continuous improvements to the patron experience.
Partner with Marketing, Box Office, and other departments to support revenue goals and audience engagement.
Help develop policies and practices that reflect Studio Theatre's commitment to welcoming and inclusive audience experiences.
Participate in ongoing institutional initiatives and special projects.