Woodruff Arts Center employees play an integral role in creating and supporting great art and education initiatives at the nation’s third largest arts center. Comprised of three Art Partners—Alliance Theatre, Atlanta Symphony Orchestra and High Museum of Art—there’s a role for everyone at The Woodruff.
Reports to:
Director of Marketing and Communications FLSA:
United States of America (Exempt) Employment Status :
Regular/Full time ABOUT THE ALLIANCE THEATRE:
The Tony Award® winning Alliance Theatre is the leading producing theater in the Southeast, reaching more than 165,000 patrons annually . Over 1 40 productions have premiered at Alliance Theatre, including 11 that went on to Broadway. The theater performs on four stages: The Coca-Cola Stage at Alliance Theatre, Hertz Stage at Alliance Theatre, Goizueta Stage for Youth & Families, and the Selig Family Black Box .
Off the stage , Alliance Theatre is dedicated to education and community engagement. Through performances, classes, camps, in-school initiatives, online programs, and more, Alliance Theatre reaches over 90,000 students and community members annually .
Alliance Theatre’s mission is to expand hearts and minds on stage and off .
POSITION DESCRIPTION:
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 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, oversee ing staffing, scheduling, special events , and contribute to the strategic vision for patron engagement alongside the Director of Marketing.
WORK SCHEDULE:
Full-time weekdays, with flexibility to support evening and weekend events and show calls as needed.
The individual in this role is not expected to attend every show call but should participate frequently enough to oversee processes, assess effectiveness, and provide ongoing feedback and recommendations when appropriate .
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Team Management & Leadership
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 camp support
Work with managers to ensure smooth operation s and exceptional patron experiences .
Ensure patron email and voicemails are responded to as quickly and as efficiently as possible, ideally within 24 hours.
Event s & Patron Experience Oversight
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 comp s for staff and cast/creative team members
Oversee contractual ticket allotments for producers and artists
Manage all chargebacks, investigat ing dispute d 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 seat s for season subscribers.
Generate box office statements and credit card reports at…