Patron Experience Manager

CAPA•Columbus, OH

3d•Onsite

About The Position

The Columbus Association for the Performing Arts (CAPA) is seeking a Patron Experience Manager to ensure that every guest receives a welcoming, accessible, and memorable experience from arrival through departure. This role is central to overseeing CAPA's volunteer program, including recruitment, training, scheduling, and management of over 600 volunteers. The Patron Experience Manager will also focus on ensuring CAPA's theaters meet accessibility standards and anticipate future patron needs. This individual will use independent judgment and strong communication skills to manage projects, set program priorities, make safety recommendations, and evaluate outcomes.

Requirements

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.
Experience working with and training both groups and individuals.
Experience working with volunteers and/or large groups of individuals.
Proficient in volunteer management software and able to oversee system processes, data integrity, and reporting.
Successful background check.
Certifications in CPR, First Aid, Sensory Inclusive, and DEIA training required.

Nice To Haves

Excellent interpersonal skills required to effectively present the department’s priorities, policies, and positions to internal staff and third parties.
Strong organizational skills with the ability to prioritize and handle multiple projects.
Exceptional attention to detail while meeting all deadlines.
Excellent written and verbal communication skills.
Ability to be proactive and take initiative.
Ability to maintain confidentiality.
Must be passionate about the performing arts, service and volunteerism.
Excellent relationship building and teamwork skills.
Adept in problem solving and planning.
Ability to lead diverse groups, facilitate learning, and manage conflict constructively.

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 and facilitate advisory groups (volunteer advisory committee; special events and engagement committee; house manager advisory committee) to gather feedback and guide decision making and improvements.
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.
Coordinates 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.
May act as Volunteer Coordinator on site for performances as needed.
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.
Oversee hiring, onboarding, and training for House Managers.
Develop scheduling system that ensures superior customer service, equity among house managers, and accountability.
Collaborate with theatre Operations Directors on scheduling needs.
Collaborate with theatre Operations Directors on creating a consistent and accountable house manager team.
Participate in CAPA’s accessibility committee to integrate inclusive practices into training and volunteer operations.
Lead KultureCity Sensory Inclusivity training for new volunteers and staff; ensures annual certification compliance for at least 50% of the volunteer corps and CAPA staff.
Stay informed and up to date on national, state, and local accessibility requirements for CAPA theaters and events.
Collaborate with operations and maintenance teams to enact changes to policies, equipment, and buildings.
Collaborate with Marketing, Ticketing, Operations and other departments to ensure volunteer communications are accurate, branded, and aligned with organizational priorities.
Stays up to date on local events that may affect the Patron and Volunteer experience, ie; road closures, marathons, major events, and relays information to Operations, Marketing, and Ticketing.
Create surveys and other forms of data collection to monitor and track patron experiences.
Collaborate with operations and maintenance teams to enact changes based on findings.
Oversee and manage the docent and theatre tour programs.