Volunteer Manager

POSITION: Volunteer Manager                        

DEPARTMENT: Marketing / Front of House

CLASSIFICATION: Full-Time/ Hourly / Non- Exempt

SUPERVISOR: Senior Manager, Front of House

OVERVIEW

Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award® and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them with work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.  

Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley’s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences.

Rob Melrose, Managing Director Dean Gladden and the Alley’s leadership team are committed to fostering an environment where everyone is encouraged to bring their authentic selves.

JOB STATEMENT

The Volunteer Manager is responsible for all volunteer correspondence, including scheduling and communicating with ushers on a daily basis; taking an active role in the volunteer recruitment process. Facilitating the volunteer relationship to create and supervise training sessions with ushers, while regularly reviewing and updating these processes. The Volunteer Manager will also be on-site to function as the Manager on Duty during performances to provide a high-quality experience for audiences. Additional performance driven duties may be assigned as necessary.

JOB DUTIES

ACCOUNTABILITIES

Usher Coordinator

• Creates and maintains volunteer usher schedules. Ensuring each performance is appropriately equipped with enough volunteers to support the audience.
• Creates targeted communications to promote the program, emphasizing diversity and inclusion in the volunteer corps.

• Lead formal training sessions for volunteers. Update training materials and perform training as needed, including any show-specific changes.

• Consistently evaluate volunteer program procedures, norms, and appreciation practices.
• Maintain Tessitura database of volunteers including attended, late, and missed shifts. Promptly communicating with ushers who have missed shifts or who are inactive.
• Generates reports from Tessitura database to update usher website.
• Maintains relationships with corporate and group volunteers.
• Maintains volunteer usher hotline daily for messages.

Performance Manager on Duty

• Provides care of and assists patrons during shows.
• Serves as patron advocate with Housekeeping, Engineering and Security
• Acts as Manager on Duty for shows – must be able to make rapid decisions and be an active problem-solver.
• Prepare Incident Reports and follow up documentation.
• Creates Customer Service Inquiries (CSI’s) in patron accounts to accurately track customer data.
• Keeps Senior Manager - Front of House apprised of developments in customer service on a daily basis.

REQUIREMENTS (SKILLS and KNOWLEDGE):

• Communication, detail-oriented, innovation, critical thinking, strategic planning, team building
• Minimum two years’ experience in customer service; preferably in an arts environment
• A genuine interest in theatre and in working with the public.
• Strong diplomacy, interpersonal and teamwork skills
• A proactive approach to problem-solving with strong decision-making skills
• Detail-oriented, able to prioritize efficiently and multi-task.
• Ability to be self-directed and take initiative.
• Demonstrated ability to appropriately manage confidential information.
• Dexterity in MS Office and familiarity with Tessitura software a plus
• Experience in successfully meeting deadlines under pressure.
• Ability to communicate concisely and professionally both verbally and in written forms.
• Ability to work a flexible schedule, focusing on evening and weekend performance schedules.
• Professional dress during performance shifts
• Maintain Red Cross Certification (CPR/ AED/ First Aid)
• Understanding of (or a commitment to learning about) historical and institutional racism in the American theatre.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to perform physical labor, heavy lifting up to 35 lbs. (incl. moving furniture, lifting boxes, etc.)
• Prolonged periods of standing and walking stairs
• Must be comfortable working in a fast-paced environment where directions and priorities can change rapidly.
• Typical hours are during the afternoon and evenings; this position requires flexibility to be available for weekend, and holidays work hours as needed.

BENEFITS & PERKS

• Medical, dental and vision insurance
• Paid vacation, floating holiday, and sick time
• 401(k) with matching, FSA, HRA (Alley paid deductible)
• Free and discounted tickets to Alley Theatre performances
• Bi-Weekly $4 Discounted Parking.
• Discounted gym membership
• Employee wellness program & EAP
• Houston, TX is one of the most affordable cities in the nation with no state or city income tax.

TO APPLY

To apply for this position, please go to the following link on the Alley’s website and apply.

https://www.alleytheatre.org/about-us/opportunities/employment

Alley Theatre is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at HRdept@alleytheatre.org.

The Alley Theatre is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other characteristic protected by applicable local, state, or federal law. We encourage people of all backgrounds to apply.