Head of Guest Experience & Theater Operations Job Springfield area,Massachusetts USA,Hospitality / Hotel / Catering

Director of Operations & Customer Experience

Position Title: Director of Operations & Customer Experience
Department: Operations
Reports to: President and CEO
FLSA Designation: Full Time, Exempt
Supervises: Front of House Managers, Event Sales Manager and Food & Beverage Vendor

Position Purpose

The Director of Operations and Customer Experience leads all front-facing operations to deliver a seamless, high‑quality, and consistently elevated guest experience. This role integrates front of house, events, food and beverage, and box office into a unified strategy grounded in hospitality, operational excellence, and innovation. It works in close partnership with production and marketing to ensure alignment between backstage operations, audience engagement, and the overall delivery of each performance and event.

The position sets the standard for a refined, service‑driven environment that reflects the theatre’s commitment to excellence and strengthens patron loyalty and engagement.

Essential Functions

Provide leadership and oversight of all front of house operations, including guest services, ushers, volunteer teams, customer service & sales (box office), event coordination and food and beverage services ensuring a consistent and welcoming experience for all patrons.

Oversee event execution across performances, rentals, and special programs, coordinating closely with programming, production, and facilities to ensure seamless delivery.

Oversee the readiness, cleanliness, and atmosphere of all patron‑facing spaces (lobbies, restrooms, corridors, entrances, and circulation areas), coordinating with facilities and custodial teams to maintain high standards of presentation and functionality for all events.

Partner closely with the back of house and production teams to support show advancement, ensuring front of house readiness aligns with technical, operational, and artist requirements. This role is responsible for the patron‑facing and operational aspects of events and does not oversee technical production staff or production budgets.

Coordinate with production on event timelines, run‑of‑show, and venue logistics to ensure a seamless experience from load‑in through performance and load‑out.

Supervises Front of House Manager, Event Sales Manager, and Food & Beverage vendor relationships; provides leadership and indirect supervision to ushers, volunteer teams, and box office staff through their respective managers.

Oversee and manage third‑party security, city services and police details required for events, ensuring proper scheduling, communication, and compliance with local regulations.

Lead front‑of‑house emergency preparedness, including development and maintenance of FOH emergency procedures, coordination of drills, and training of staff and volunteers on evacuation, shelter‑in‑place, medical, and disruptive‑patron protocols.

Ensure compliance with fire code, occupancy limits, and crowd‑management regulations in partnership with facilities and security, serving as FOH point of contact for safety inspections and incident follow‑up.

Collaborate with the marketing team to align patron experience strategies with audience development efforts, including pre‑show communications, onsite engagement, and post‑event touchpoints.

Partner with marketing to ensure consistency between brand promise and onsite experience, supporting campaigns and promotions.

Direct food and beverage operations vendor, including concessions and bar service, while partnering with our external vendor to identify opportunities to enhance offerings and increase revenue.

Oversee box office operations to ensure efficient, accurate, and high‑quality customer service across all ticketing and patron interactions.

Establish and maintain service standards that reflect a high‑touch hospitality approach, and train staff to consistently meet those expectations.

Monitor the full patron journey from arrival through departure, identifying opportunities to improve flow, reduce friction, and elevate the overall experience.

Address patron concerns with professionalism and urgency, ensuring timely and effective resolution.

Develop staffing models, schedules, and operational…