Community Theatre - Manager of Operations

As the second-largest Catholic university in New England, and one of the fastest-growing private doctoral institutions in the U.S., Sacred Heart University is a national leader in shaping higher education for the 21st century. SHU offers more than 100 undergraduate, graduate and doctoral programs on its Fairfield, Conn., campus. Sacred Heart also has a campus in Dingle, Ireland, and offers online programs. More than 10,000 students attend the University’s eight colleges and schools: College of Arts & Sciences; School of Communication, Media & the Arts; School of Social Work; School of Computer Science & Engineering; College of Health Professions; the Isabelle Farrington College of Education & Human Development; the Jack Welch College of Business & Technology and the Dr. Susan L. Davis, R.N., & Richard J. Henley College of Nursing. Sacred Heart, a Laudato Si’ campus, stands out from other Catholic institutions as it was established and led by laity. The contemporary Catholic university is rooted in the rich Catholic intellectual tradition and the liberal arts, and at the same time cultivates students to be forward thinkers who enact change—in their own lives, professions and in their communities. The Princeton Review includes SHU in its Best 390 Colleges: 2025 Edition, and Best Business Schools: 2024 Edition. Sacred Heart is home to the award-winning, NPR-affiliate station, WSHU Public Radio, a Division I athletics program and an impressive performing arts program that includes choir, band, dance and theatre. www.sacredheart.edu

Position Summary

The Manager of Operations will be responsible for ensuring the smooth and efficient operation of all front of house activities, with a primary focus on providing exceptional customer service and creating a positive experience for patrons attending events at the nearly 500 seat venue. The Manager of Operations will supervise and coordinate the activities of the front of house staff, including ushers, ticket takers, and concessions, and will work closely with other departments to ensure the overall success of events.

Most importantly, as this is a primary role representing the SHU Community Theatre Mission and Outreach, the Administrative Manager of Operations will be required to exhibit a genuine, enthusiastic interest in the Arts and Fairfield Community, and ability to demonstrate a confident outgoing expression of the value and attributes of the Theatre operations, its programming and Sacred Heart University.

Principal Duties & Responsibilities

Provide administrative and management support to the SHU Community Theatre Director as needed.

Central Office Reception responsibilities included but not limited to:

Patron Experience:

• Ensure a welcoming and positive experience for all patrons attending events.
• Address patron inquiries, concerns, and requests promptly and professionally.
• Oversee the implementation of accessibility accommodations for patrons with disabilities.
• Build and maintain positive relationships with patrons, community members, SHU Personnel and local businesses.
• improve and optimize improve the front of house experience.

Box Office:

• Oversee all ticket sales, including online, phone, and in-person transactions.
• Address patron inquiries, concerns, and requests promptly and professionally.
• Train other SHUCT staff in box office skills. 
• Input all new ticketed events into the ticketing system.
• Oversee the implementation and maintenance of ticketing software and systems.
• Troubleshoot technical issues related to ticketing platforms.

• Manage cash handling and reconciliation processes
• Prepare show reports

Staff Management:

• Train and oversee front of house staff, including box office, ushers, ticket takers, and concessions personnel (where applicable).
• Communicate with our cleaning and concessions partners to ensure they are up to date on all theatre events and partnerships.
• Schedule staff and non-technical freelancers for events, ensuring adequate coverage and efficiency.
• Conduct regular staff meetings to communicate policies, procedures, and event-specific details.

Event Coordination:

• Collaborate with the Executive Director, Production Manager, and the Technical Director to plan and execute event logistics.
• Coordinate with production and technical teams to ensure seamless event transitions.
• Oversee the setup and breakdown of front of house areas, including the lobby, box office, and concessions.
• Coordinate with incoming productions around Merch sales and setup. 

Safety and Security:

• Implement and uphold safety protocols and emergency procedures for patrons and staff.
• Monitor and enforce venue policies, including alcohol and food service regulations and evacuation plans.
• Address and document any security or safety incidents promptly.

Facility Management:

• Document and communicate any facility issues with the theatre staff and building manager.
• Follow up on facility issues as needed. 
• Ensure the venue is accessible to all patrons, including those with disabilities.
• Ensure compliance with all local, state, and federal regulations, including health and safety standards.
• Enforce venue policies and procedures consistently.

• Other duties as assigned at the discretion of the Director.

Knowledge, Skills, Abilities, & Other Attributes

• Previous experience demonstrating successful administrative and office management responsibilities.
• Preferred prior experience in a theater or entertainment venue setting, coupled with a genuine passion for the Arts, Community, and Education.
• Exceptional interpersonal and customer service skills, with the ability to work independently.
• Proficient in written and verbal communication, with a strong command of Microsoft Office Suite, Excel, and PowerPoint.
• Exudes professionalism, maintains a polished appearance, and possesses strong problem-solving abilities, both in person and in remote interactions.
• Embraces a positive attitude, exhibits excellent interpersonal skills, and thrives in a collaborative team environment.
• Strong organizational skills and the ability to establish systems, protocols, and best practices, particularly in a startup business context.
• Demonstrates a commitment to enjoying the work and fostering a vibrant, enjoyable workplace culture.

Unusual Working Conditions

• Position is based at the SHU Community Theatre office.
• Evening hours and weekend work may also be required, dependent on Theatre events.

Supervision of Personnel

This job posting provides an overview of the role's general nature and expected tasks. It is not meant to be a comprehensive list of all duties performed. The university reserves the right to modify or reassign job responsibilities at any time. This posting description does not constitute an employment contract, either explicit or implied.