Patron Experience Manager

Job Description

Job Description

The Organization

The Columbus Association for the Performing Arts (CAPA) is more than just a performing arts organization—it's a cornerstone of creativity, culture, and community in Central Ohio. At CAPA, we are committed to inspiring and transforming lives through the power of the performing arts. With a rich history and a dynamic vision for the future, we manage iconic theaters, host world-class performances, and foster a love of the arts in audiences of all ages.

The Opportunity

• Are you excited about ensuring a world-class entertainment experience for theatre patrons, employees, and volunteers?
• Do you have a passion for customer service, operations excellence, fiscal management, and the performing arts?
• Are you excellent at planning, inspiring others to do their very best, and overseeing a team whose job is to delight patrons, partners, and colleagues?

Primary Function

Each year, CAPA welcomes more than 900,000 patrons into its theaters and at its events. The Patron Experience Manager ensures that every guest receives a welcoming, accessible, and memorable experience from arrival through departure. The core responsibilities of the Patron Experience Manager are centered in overseeing the incredible 600+ volunteers that serve CAPA and theater patrons throughout the year. This includes volunteer recruitment, training, scheduling, and management. Additionally, the Patron Experience Manager will be responsible for ensuring that CAPA excels at accessibility, ensuring that its theaters meet modern standards and look to the future for patron needs. This individual uses independent judgment and excellent communication to formulate, recommend, and oversee projects including determining program priorities, making process and safety recommendations, and evaluating outcomes on matters of significance to CAPA.

Duties, Responsibilities, and Key Performance Objectives

• CAPA Volunteers
  • 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.
• House Managers
  • 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
• Accessibility
  • 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.
• Patron Experience
  • 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.
• This job description is not designed to cover or contain an exhaustive list of duties, responsibilities, and key performance objectives that are expected of the employee. These items may change, or new job-related items may be assigned from time to time.

Knowledge, Skills and Abilities

• 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.
• Must be proficient in volunteer management software and able to oversee system processes, data integrity, and reporting.
• Ability to lead diverse groups, facilitate learning, and manage conflict constructively.

Credentials and Experience

• 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 are needed to have sufficient experience and judgement to lead an organization of this size and complexity.
• Experience working with and training both groups and individuals.
• Experience working with volunteers and/or large groups of individuals.
• Base pay for this role is $60,000 - $62,000.

Special Requirements

• Successful background check.
• This position requires certifications in CPR, First Aid, Sensory Inclusive, and DEIA training.
• The majority of CAPA’s public events take place at night and on weekends. This position requires occasional presence on-site during nights and weekends and is on-call 24/7 to respond to emergencies.

The Columbus?Association for the Performing Arts (CAPA) is an Equal Opportunity Employer. CAPA does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, lactation status, gender identity or expression, sexual orientation, age, disability, veteran or military status, genetic information, or any other protected status.