Head of Customer Care / Operations

Summary
The Operations Director will lead the Event Operations Team ensuring high level customer service, efficient operations, and care of staff, volunteers, and artists remains a priority across the organization. This position provides crucial support to the Front of House team and the organization-at-large through project management, communications, artist services, patron services, box office operations, and improving efficiencies and innovation across the organization. This position will work independently, as part of an intimate team, and with staff from other departments and focus areas. The core responsibilities of this position are listed below.

Anticipated Work Schedule
The Operations Director will work as a full-time, exempt employee. Work hours will be scheduled based on the organization’s event schedule, with administrative work occurring during typical business hours and event-specific work occurring in coordination with the event schedule.

Core Job Responsibilities

Senior Leadership

Serve as member of the senior leadership team, advising on organization-wide decisions and working across departments to allow for seamless operations and cohesive execution of the organization’s mission-driven strategic plan including event leadership assignments

Assist and lead Englert Education and Outreach opportunities

Serve as an advocate for the organization in the community representing the Englert at various committees and meetings as assigned

Event Operations Management

Supervise, advise, and lead the Box Office Manager, Patron Services Manager, and Artist Services Manager including the creation of event based policies, monitoring of event income streams, maintaining hiring practices, and leading employee engagement opportunities

Lead special event project management, lead event post-mortems, develop event training protocols, and identify and report friction points or possible efficiency gains with a problem-solving mentality

Event Financial and Facilities Management

Manage, report on, and document event operation budgets

Ensure external event settlement needs are met in coordination with Executive Artistic Director

Prepare internal event settlement reports in coordination with Executive Managing Director

Oversee the Englert's historic facilities, working directly with the Executive Managing Director on both long-term needs and standard maintenance

Desired Qualities

Exceptional written and verbal communication skills

Strong team leadership experience

Excellent customer service experience

Attention to detail, and organizational skills

Proficient in database management, Google Workspace, and other required computer skills

Problem-solving mentality

Ability to multitask with ease and regularity

Professional, resourceful, and collaborative

Ability to work independently and as a team player, to take initiative and balance multiple projects

Positive, assertive, personable attitude and a general willingness to work with the public

Experience in analyzing data, reporting on it, and using it to create efficiencies and find innovation

An interest in live music and performing arts

SUPERVISION RECEIVED

SUPERVISION EXERCISED

HOURS AND WAGES

Eligible Benefits

IRA Match up to 3% of gross wages

50% Employer Medical (Self) Coverage

100% Dental Coverage

PTO, Flex Time, and Paid Holidays

About The Englert
The Englert Theatre is a performing arts organization based in Iowa City, Iowa. Housed in a historic theater (est. 1912) in the heart of downtown, The Englert serves as a key community activator. Our values and programmatic practices center on a wide range of voices and perspectives, honor historic preservation and demand ongoing self-analysis and evolution toward a more inclusive community.

#J-18808-Ljbffr Iowatravelindustry