Director of Venue Operations

Company Overview

The Denver Center for the Performing Arts (DCPA) is one of the largest non-profit theatre organizations in the nation, presenting Broadway tours and producing theatre, cabaret, musicals, and innovative, immersive experiences. Through these experiences and alongside our robust Education program, we engage hundreds of thousands of visitors each year.

The DCPA's workforce includes more than 300 employed team members in non-union and union positions (in partnership with seven unions). In addition, we employ hundreds of artists and contractors annually. We have a strong volunteer program which includes more than 300 volunteers.

Our Mission: "We engage and inspire through the transformative power of live theatre."

Culture Statement

For more than 40 years, creativity and community have been the foundation of the Denver Center for the Performing Arts' success. As a leading cultural organization in the Rocky Mountain West, we are actively participating in a cultural evolution of belonging and anti-racism. Our commitment to reflect the diversity and priorities of our community - in our workplace, audience and programming - has never been more present.

We believe that the theater can transform us - and be transformed by us. We invite you to be part of our Team.

Job Purpose

Reporting to the VP of Venue Operations, the Director of Venue Operations is a strategic leader that will manage all front-of-house operations including the DCPA volunteer core, patron-facing property management, and food and beverage concessions to ensure patron experience consistently exceed expectations. The Director of Venue Operations will bring a high level of organizational, administrative, planning and hands-on experience requirements of running a large-scale entertainment complex with a diverse group of facilities within the DCPA. The Director of Venue Operations will be comfortable working with a high degree of responsibility, flexibility, and adaptability in a dynamic, fast-paced, and exciting environment; and can manage a passionate, dedicated, respected, and highly engaged team of people who work with communities and artists daily. The Director of Venue Operations will be committed to developing strong collaborative partnerships with the broader DCPA departments and team members and will be hands-on during peak periods. This person will work within the Venue Operations Team of (4) Directors from various departments to execute events in our world-class facilities.

Duties and Responsibilities

• Foster and manage the front-of-house team members including (1) Associate Director, (4) Theatre Services Assistant Managers, (8) House Managers, Event Logistics Manager, and 400 + Volunteer Ushers to ensure the operation of the DCPA's venues result in high-quality experience for our patrons and guest who visit our spaces.
• Analyze regularly Patron feedback to improve across the organization resulting in organizational adjustments.
• Oversee and administer food and beverage contracts and relationships. Serve as the -Lead between external vendors and internal clients to streamline communication and decisions.
• Steward relationships with service and solution providers, maximizing performance and return on investment through effective contract management and delivery of work.
• Develop, review, and recommend strategies, budgets, and contracts to ensure the best value for DCPA financial needs and industry best practices.
• Responsible for concession revenue goals, vendor sales strategy, tracking and forecasting.
• As part of the Venue Operations Team, actively contribute to high-level strategic planning for the continued development of our event spaces, including facility changes and necessary investments to enhance the patron experience.
• Drive ADA standards in all DCPA public spaces and improve accessibility assets. Identify resources to meet or exceed ADA standards including communication with staff and guests and staff training.
• Work collaboratively across various DCPA business lines to drive communication across support departments in delivering on the needs or requirements of the scheduled events.
• Develop and manage an annual budget for Patron Services in collaboration with the Facilities Financial Manager, ensuring it aligns with operations plans and the DCPA's strategic objectives.
• Establish and maintain standards for DCPA Public spaces to ensure readiness, including front-of-house is clean, set-up, and ready for guests at all times.
• Perform regularly scheduled check-ins with team members and deliver performance feedback on a regular basis.
• Leads Events operations staff in best practices, emerging industry trends, training, communication and interaction with internal and external stakeholders.
• Seek opportunities for professional development and organized trainings of direct reports as appropriate.
• Recruit, interview, schedule, and train Patron Services Team members.
• Participates in training exercises, tabletops, drills, etc., to improve knowledge, experience and decision making of venue operations staff.
• Drive employee engagement through coaching, training and development to deliver an exceptional experience for internal and external clients.

Experience, Qualifications and Education

• Minimum 10 years professional experience within an event or venue operations setting; including budget planning and management.
• 5 to 10 years of management experience with full supervisory and decision-making responsibilities required.
• Extensive knowledge in venue operations management and patron experience expertise.
• Knowledge of organizational policies and procedures.
• Knowledge of fiscal management.
• Knowledge of computer systems and applications.
• Leadership level communication and interpersonal skills, a customer service focus, and the ability to maintain a positive attitude at all times while interacting with employees, volunteers, and the public.
• Strong organizational skills with the ability to manage multiple projects simultaneously from concept to completion and effectively meet deadlines.
• Ability to communicate effectively with a variety of people, quickly establish rapport and trust and possess the ability to make decisions efficiently.
• Proven ability to work independently with a high attention to detail.
• Ability to work non-traditional hours including nights, weekends and holidays.
• Bachelor's degree in related discipline, or an equivalent combination of education and experience from which comparable skills may be acquired.

Working conditions

Job is ambulatory within all facilities, requires working in office settings, construction zones and confined spaces. May be on-call after regular business hours in emergency situations.

Physical requirements

A portion of time is spent lifting, moving, and holding when making repairs. Carrying and/or lifting approximately 50 pounds and pushing and/or pulling approximately 200 pounds occurs at times.

Direct reports

Direct: Associate Director of Theatre Services, Events Logistics Manager

Lead: Food & Beverage Partner

Indirect: Front-of-House staff and 400-member volunteer core

Benefits

Full time positions include the following benefits:

Medical, Dental, Vision, Disability, Flexible Spending Accounts, Life Insurance and Pet Insurance

401k Plan with employer contributions

Time off benefits including personal days, sick days, vacation days and 10 paid holidays.