Jacob's Pillow Dance Festival
Becket, MA
US

DESCRIPTION

TITLE: Audience Experience Coordinator

LOCATION: Becket, MA

COMPENSATION: $850-$950 per week, less tax withholdings payable on a biweekly disbursement schedule

STATUS: Full-Time, Seasonal (approx. April through August 29, 2025)

5-day work week May through June 20, 2025

6-day work week June 23 through September 4, 2026

REPORTS TO: Theatre Manager

DEPARTMENT: Patron Services

BENEFITS: Three meals a day, free access to classes, performances, talks, studio usage, complimentary housing, if necessary.

We are seeking a passionate and proactive individual to assist the Theatre Manager in the day-to-day front-of-house and administrative patron services operations. This role focuses on all aspects of front-line patron interaction, house management, coordinating volunteer ushers, and working closely with the Production, Marketing, and Programming departments. Responsibilities include patron, venue, and event management, implementing any changes in performance venues due to weather, assisting in volunteer management, intern mentorship, administrative support, formulating audience experience strategies, and working inter-departmentally in assessing patron interactions to foster ongoing improvements.

KEY RESPONSIBILITIES:

Patron Services

Deliver excellent customer service by answering questions, resolving issues, and assisting with ticketing inquiries.

Implement rain plan, coordinating with Marketing and Box Office on communications to the public, ticket returns, donations, etc.

Lead others effectively in high-demand or emergency situations.

Understand and confidently enforce patron, ticketing, and safety policies.

Front of House

Supporting the Theatre Manager in patron and venue management across three (3) performance spaces.

Serve as Manager on Duty (MOD) for multiple performances, occasionally independently, eventually taking responsibility for a specific venue.

Collaborate with the Box Office to address ticketing and seating issues promptly.

Leading and managing a cohort of volunteer ushers

Mentoring and leading each department intern throughout their specific rotation

Remain calm and professional while adapting to challenging or emergency situations.

Maintain cleanliness/presentation of theatre spaces and closing of the space following the end of each performance

Attend all dress rehearsals and run-throughs

Administrative

Co-managing departmental documents prior to and during the festival season.

Being an administrator within our volunteer management system, including scheduling, data tracking, hours tracking, and communications

Assisting in the completion of Festival Reports following each performance

Communicate with marketing about program numbers and inserts

Keeping track of the house counts for each venue

Communication

Provide detailed information about performances, events, classes, and related services.

Communicate with patrons regarding event details, changes, and special instructions.

Provide the highest level of customer service to patrons through in-person interactions on campus. Including campus wayfinding, front-of-house support, and other administrative duties as assigned.

Monitor and track volunteer communications via volunteer management software or email. Ensure volunteer communications within 24 hours as needed.

Teamwork

The willingness to collaborate, instruct, and provide guidance to department interns.

Be able to provide insights and positive solutions to aid in the success of the patron experience.

Comfortable working interdepartmentally

REQUIRED QUALIFICATIONS

• Previous theater management, event management, box office, customer service, and/or arts organizational leadership experience

• Ability to assess and self-direct customer service detail as it applies to audience engagement

• Strong critical thinking, problem-solving, and organizational skills

• Ability to multitask, work under deadlines, and work flexible hours

• Excellent interpersonal communication skills

• Conflict resolution and negotiation skills

• Successful completion of a Background Screening

PREFERRED QUALIFICATION

• Tessitura ticketing experience is desirable

• A valid driver’s license preferred

• Previous CPR/First Aid certifications are a plus; Jacob’s Pillow will provide additional certification training.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Office setting: Remaining in a stationary position for extended periods, moving within the office space as necessary. Shared working space with others in close proximity.

• Working regularly in wooded areas with exposure to native wildlife including, but not limited to, rodents, ticks, and mosquitos.

• Working regularly outdoors in all weather conditions including inclement weather.

• Working a 6-day work week including early mornings, late evenings, and weekends.

• Moving equipment up to 50 lbs alone or with assistance.

• Moving through and between multiple locations throughout the entire campus including over uneven terrain.

*Not sure you meet 100% of the qualifications? Research shows that men apply for jobs when they fulfill an average of 60% of the criteria, but women tend to apply only if they meet 100% of them. Yet, people who are systematically marginalized tend only to apply if they meet every requirement. We encourage you to apply if you believe you could excel in this role. Please use your cover letter to tell us about what you hope to bring to this role. We are dedicated to considering a broad array of candidates, including those with diverse workplace experiences and backgrounds. So, whether you're returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar.

APPLICATION PROCESS

Video and/or audio applications are welcome (though not required), in addition to written expressions of interest.

Interview Stages: Hiring Manager Call and a Panel Interview

Additional Documents: We may ask for a writing sample or a sample spreadsheet to better understand your expertise and fit for the role.

Accessibility Accommodations: Should you require any accommodations to facilitate your application, please don’t hesitate to reach out to us at [email protected]. We are committed to providing support throughout the application journey, whether that’s through ema

DURATION

Apr 20, 2026 - Sep 4, 2026

SALARY

$800.00 – $900.00 per week

APPLY ONLINE

https://bit.ly/JacobsPillowAudienceExp