Audience Services Director

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 Manageron-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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Audience Experience & Operations

• 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.

Staff Leadership

• 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.

Audience Services & Partnerships

• 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.

Organizational Collaboration

• 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.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals, especially any individuals with disabilities, to perform the functions.

The position requires the ability to:

• Lift and carry up to 25 pounds.
• Walk throughout the theatre and climb stairs regularly.
• Stand for extended periods during performances.
• Remain calm and professional while responding to patron concerns in a fast-paced public environment.

Work is performed primarily on-site in an active theatre environment that includes:

• Frequent evening and weekend performances.
• Bright theatrical lighting, occasional darkness, and loud or unexpected sounds.
• Regular interaction with patrons, staff, volunteers, artists, and visiting guests.

SKILLS AND QUALIFICATIONS

Studio Theatre is seeking an individual with considerable talent, passion for the theatre, and ability to advance institutional aims. We expect a candidate will have:

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

COMPENSATION:

For FT staff – This position is a full-time salaried exempt position with an annualized salary between $57,000 and $67,000.

Studio Theatre offers a generous benefit package including medical with a partial employer contribution and a funded HRA, dental, and vision insurance and FSA; long-term disability insurance; life insurance; 401K with an employer match; and commuter benefits. Studio Theatre time off policies include ten paid holidays, five floating holidays, separate sick leave, and annual vacation leave accrual starting at ten days for new hires.

Studio Theatre’s audience service hours vary based on the performance schedule (Tuesday through Sunday with show times starting between 2pm and 8pm). Studio Theatre’s remote work policy allows certain positions to work remotely up to two days a week plus exceptions on a case-by-case basis; however, this position typically works four to five days on-site due to the performance schedule. Due to the nature of live entertainment, all positions may require some evening and weekend work.

HOW TO APPLY:

Interested applicants can apply using this form

If you need assistance filling out the form, please email employment@studiotheatre.org or call 202.232.7267 x 0 for assistance.

Studio Theatre is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, marital or familial status, sexual orientation, national origin, disability, age, or veteran status.

Studio Theatre offers a generous benefit package including medical with a partial employer contribution and a funded HRA, dental, and vision insurance and FSA; long-term disability insurance; life insurance; 401K with an employer match; and commuter benefits. Studio Theatre time off policies include ten paid holidays, five floating holidays, separate sick leave, and annual vacation leave accrual starting at ten days for new hires.