Associate Director Audience Services - Steppenwolf Theatre

STEPPENWOLF THEATRE COMPANY





For over 40 years, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the world. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, stage managers and playwrights. Steppenwolf’s artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration, and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate, together, our complex world. 

 



The Associate Director Audience Services – Front of House (FOH) plays a critical leadership role in ensuring a safe, welcoming, and inclusive experience for all patrons attending Steppenwolf Theatre. This position manages the FOH operations, accessibility programming, and student matinee performances, while also serving as the key liaison between internal teams and external stakeholders and vendors. As a leader in the Audience Services department this position is expected to establish and maintain policies that guarantee the highest possible level of customer service across the FOH team. Additionally, this position will be required to work some nights and weekends to provide additional FOH support and to observe and manage all FOH operations and processes.



Reports to: Director of Audience Services & Audience Experience

Direct Reports: A Full-time Audience Services Supervisor - FOH, Part-time House Managers, Front of House Associates





Key Responsibilities:



Leadership and Operations

• Recruit, train, and evaluate a team of 20+ part-time Audience Experience Associates under the IATSE 750 Collective Bargaining Agreement (CBA).

o Ensure compliance with the CBA, including proper allocation of duties and responsibilities, maintaining appropriate break schedules, and

o Maintain thorough performance documentation and conduct disciplinary discussions in collaboration with the Director of Audience Services.

o Work alongside IATSE 750 Union on any active personnel issues.

• Develop and maintain FOH customer service guidelines. Coach the staff and monitor results to improve overall level of customer service and job performance.

• Supervise the Audience Experience Supervisor and House Managers to foster effective and unified communication across FOH, Accessibility, and other departments.

• Represent FOH in planning and executing mainstage, presentation, and rental productions.

• Collaborate with the Associate Director of Audience Services – Ticketing on efforts to unify Ticketing and FOH teams.

• Manage payroll processing and collaborate with HR to support onboarding and offboarding initiatives.

• Co-manage a $200K annual departmental budget in collaboration with the Director of Audience Services.

• Troubleshooting and testing FOH technology, ensuring functionality of devices such as assistive listening systems, ticket scanning, and point-of-sale devices.



Access Performance Support and Coordination

• Serve as the primary contact for all accessibility performances, including ASL-interpreted, audio-described, open-captioned, and sensory-friendly events.

• Assist in developing and monitoring the seasonal Accessibility budget.

• Coordinate ASL interpreter bookings by:

o Facilitate rehearsals and dramaturgy meetings in partnership with the ASL vendor.

o Arrange complimentary tickets for access vendors during preview performances and scheduled performance dates, as applicable.

• Partner with the Production team to address access program needs, ensuring optimal functionality of equipment and resolving technical issues as they arise.

• Collect and process W-9 forms and invoices from access vendors promptly.

• Provide captioned archival footage to access vendors in advance of their performances.

• Manage the production and distribution of alternative playbill formats, including Braille, audio, and large-print versions.

• Recruit and manage Audio Describers for Audio Touch Tours for all main series productions.

• In collaboration with the Education department, ensure accessibility offerings are incorporated into student matinee performances.

• Promote a work environment aligned with Steppenwolf's core values of Inclusion, Diversity, Equity, and Access.



Student Matinee Oversight

• Collaborate with the Education department to manage student performance programming.

o Schedule FOH staff and coordinate accessibility needs for student performances, including the Spanish Language Captioned performances.

o Lead FOH operations for student matinees, including welcoming students, coordinating bus logistics, and addressing in-theater needs.

• Manage part-time FOH staff operations for student performances to ensure a seamless and positive experience for all attendees.



House Management

• Act as House Manager during high-demand periods or as needed, overseeing operations for the Downstairs Theater (500 seats) and The Ensemble Theater (400 seats) and the 1700 Theater (88 seats).

• Resolve conflicts and issues promptly, employing creative problem-solving to ensure patron satisfaction.

• Manage pre-show logistics, including seating coordination, and managing accessibility accommodations.

• Prepare detailed nightly house reports documenting incidents, resolutions, and actionable recommendations.

• Train and supervise volunteer ushers, ensuring familiarity with ticket scanning procedures and FOH protocols.

• Liaise with stage management to ensure smooth show operations, addressing any delays or complications promptly.



Qualifications

• Minimum of 4 years of experience in customer service, preferably in a live performance or theater environment.

• Familiarity with unionized workplaces; experience with IATSE CBAs preferred.

• Proficiency with Tessitura software is advantageous.

• Thorough understanding of ADA regulations and a commitment to fostering accessibility.

• Strong written and verbal communication skills, adaptable to diverse audiences and needs.

• Exceptional organizational skills and the ability to manage multiple projects simultaneously.

• Flexible availability, including daytime, evening, and weekend shifts, based on performance schedules.

• Proficiency in Microsoft Office Suite and Google Suite.



Compensation:

The yearly salary range for this position is $61,502 - $67,653 with excellent benefit package for full time employees, including medical, dental, vision, life, and short and long-term disability insurance, critical illness, hospital indemnity, Ventra transit benefit program, employee assistance program and 401(k) matching retirement program. In addition, we offer a generous paid time off package that includes vacation pay, personal days, sick pay, 12 paid holidays and two cultural observance days of your choosing.



How to apply:

Interested candidates should submit a cover letter, professional resume and three references through the link provided https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=110717&clientkey=FFA63F8D7510DAA0AAC6BCEC71DBE021



NO PHONE CALLS OR EMAILS PLEASE

Steppenwolf Theatre Company is the nation’s premiere Ensemble Theater with 49 members who are among the top actors, playwrights and directors in the field. Thrilling, powerful, groundbreaking productions – from Balm in Gilead and Grapes of Wrath to August: Osage County, Downstate and The Brother/Sister Plays – have made this theatre legendary. Founded in 1976, Steppenwolf started as a group of teens performing in the basement of a church. Today, the company's artistic force remains rooted in the original vision of its founders: an artist-driven theatre, whose vitality is defined by its appetite for bold and innovative work. Every aspect of Steppenwolf is rooted in its Ensemble ethos, from the intergenerational artistic programming to the multi-genre performance series LookOut, to the nationally recognized work of Steppenwolf Education and Engagement which serves nearly 15,000 teens annually. While grounded in the Chicago community, more than 40 original Steppenwolf productions have enjoyed success nationally and internationally, including Broadway, Off-Broadway, London, Sydney, Galway and Dublin. Steppenwolf also holds accolades that include the National Medal of Arts, 12 Tony Awards, and more. Led by Artistic Directors Glenn Davis and Audrey Francis, Executive Director Brooke Flanagan and Board of Trustees Chair, Keating Crown – Steppenwolf continually redefines the landscape of acting and performance.

Steppenwolf’s Mission:

Steppenwolf strives to create thrilling, courageous and provocative art in a thoughtful and inclusive environment. We succeed when we disrupt your routine with experiences that spark curiosity, empathy and joy. We invite you to join our ensemble as we navigate, together, our complex world. steppenwolf.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr.




Salary: $61,502 - $67,653