Associate Director, Patron

Associate Director Of Patron Experience

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.

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, overseeing 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 operations and exceptional patron experiences.
• Ensure patron email and voicemails are responded to as quickly and as efficiently as possible, ideally within 24 hours.

Events & 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 comps for staff and cast/creative team members
• Oversee contractual ticket allotments for producers and artists
• Manage all chargebacks, investigating disputed 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 seats for season subscribers.
• Generate box office statements and credit card reports at the close of each production run or event and submit them to the Finance Controller
• Collaborate with Director of Marketing to develop and implement the patron experience vision for the theatre
• Work with managers to execute external calling campaign solicitations in collaboration with marketing, development, and education departments
• Attend regular meetings on behalf of the patron services team, including Marketing meetings, Sales meetings, Engagement team meetings, data services meetings, managers meeting, campus events/facilities/security meetings, and other meetings as assigned
• Work closely with Data Services on season builds and tracking patron data and engagement…