Senior Director of Operations

The historic Carolina Theatre of Durham is looking for a Senior Director of Operations to join our leadership team.  We strongly value a diversity of people and experiences and encourage candidates from all backgrounds to apply. Come join a vibrant team of individuals dedicated to the performing arts and the role the theater plays in the community. As a small non-profit organization, there are many opportunities to get involved and learn about all aspects of this historic venue and its operations. You will play an important role in the evolution of our 100-year-old home, ensuring that every guest coming through our doors has the best experience possible. Reporting to the President and CEO, the Senior Director of Operations will be a key member of the senior management team. If you want to be a part of an organization committed to driving the cultural, educational, and economic vitality of the Triangle, this might be the job for you.

Carolina Theatre of Durham, Inc. is a 501(c)(3) non-profit organization that manages the City-owned Carolina Theatre complex, including the 1,100-seat historic Fletcher Hall and two cinemas which screen independent films, as well as festivals and retrospectives, 365 days per year and up to 3,500 screenings per year. The organization presents more than 75 performances by national touring stars per year in Fletcher Hall and provides 35 educational performances for more than 15,000 school children from 12 counties in our Arts Discovery Educational series. Fletcher Hall is also home to several performing arts resident companies and hosts a variety of non-profit and commercial community events throughout the year, keeping our mainstage in use roughly 300 nights a year. The theater supports a number of events designed to ensure the whole community can experience arts programming, including free offerings such as sensory-friendly and family programs. The theater will be celebrating a century in downtown Durham in 2026.

As a City-owned, nonprofit-run facility, we believe that our entire community should be welcomed and celebrated here. We are committed to approaching all our work, programs, and policies focused on ensuring that all voices are heard and valued and that each is respected and included. Our staff, volunteers, vendors, partners, and guests come from every imaginable walk of life. Diversity, equity, and access for all are the focus we also expect from all with whom we work, contract, or partner.

JOB SUMMARY:

The Senior Director of Operations is a senior-level leadership role responsible for the strategic oversight, daily management, and long-term development of all Front of House operations at our historic performing arts venue. This individual ensures that every patron, artist, volunteer, crew member, rental client, and staff member has an exceptional experience aligned with the theater’s mission, community values, and operational standards.

The position oversees a diverse set of operational areas - including Box Office, Rentals, Front of House, Concessions, Volunteers, and Cleaning Services - and is accountable for cultivating a cohesive, safe, and service-oriented environment. The Senior Director of Operations is both a meticulous operator and an elevated strategist, balancing the details of nightly event execution with long-range planning, departmental development, and cross-departmental coordination.

This role requires exceptional communication, interpersonal finesse, strong organizational and project management skills, and the ability to lead with empathy, authority, and tact in a fast-paced environment.

ESSENTIAL DUTIES AND RESPONSIBILIES:

Management & Strategic Oversight

• Provide visionary leadership for all Front of House operations, ensuring consistent, high-quality experiences across live events, film screenings, rentals, and special events.
• Oversee full-time and part-time employees across multiple departments, including Box Office, Rentals, Front of House Management, Concessions, Volunteers, and Cleaning.
• Serve as the primary liaison and point of accountability for Front of House standards, guest experience, operational workflows, safety and ADA protocols, and venue presentation.
• Lead long-term planning for future organizational needs, including centennial celebrations, off-site venue operations, and upgrades to concessions stand and box office spaces.

Event & Front of House Management

• Direct the planning and execution of all Front of House operations for live events, film, and special programming, consistently and clearly communicating with Production, Box Office, Marketing, and Facilities to ensure all artist and client needs are met.
• Conduct and oversee financial settlements for all touring shows and events with artists, tour representatives, and NS2, our national promoter.
• Oversee crowd management, accessibility accommodations, security coordination, emergency preparedness, merchandise sales, and VIP elements.
• Ensure all guest-facing operations meet or exceed customer service standards - welcoming, efficient, inclusive, and safe.
• Maintain a strong working relationship with touring companies, visiting managers, road crews, and artists; anticipate needs, resolve issues gracefully, and uphold the venue’s reputation as a professional and hospitable partner.

Staff Leadership & Development

• Supervise the full-time Box Office team as well as part-time staff; ensure successful onboarding, training, and professional development.
• Manage Rental Department Managers and FOH Managers; provide clear expectations, operational guidance, and coaching.
• Cultivate an engaged volunteer program; develop training, communication systems, and recognition methods to maintain a positive, welcoming volunteer community.
• Foster a collaborative team culture built on communication, accountability, and respect.

Operational Planning & Administration

• Oversee scheduling, staffing plans, payroll/PTO approvals, and labor budget tracking for all Front of House departments.
• Coordinate across departments to ensure operational needs align with programming, production requirements, ticketing operations, and organizational goals.
• Lead the development of policies, manuals, workflows, and standardized operating procedures that improve efficiency, clarity, and guest experience.
• Participate in strategic planning for the theater’s centennial activities, including off-site venue management, expanded program logistics, and event staffing models.

Box Office & Ticketing Support

• Become proficient in the venue’s ticketing software, Agile Ticketing, and serve as a support resource for staff.
• Assist with show builds, ticket sales, comp management, holds/releases, and refunds when needed.
• Ensure alignment between ticketing operations and Front of House execution, including customer service standards, reporting accuracy, and communication with patrons.

Vendor & Cleaning Services Coordination

• Serve as the primary operational contact for the venue’s contracted cleaning company.
• Communicate clearly and consistently with the cleaning crew and their supervisor regarding post-event cleaning needs, schedules, expectations, supply requirements, and performance feedback.
• Ensure both public areas and backstage spaces remain clean, safe, accessible, and event-ready.

Guest, Artist & Community Experience

• Uphold a high standard of hospitality rooted in respect, inclusivity, and community-building.
• Ensure that all patrons, artists, staff, volunteers, and rental clients feel welcomed, supported, and valued in the venue.
• Proactively identify and address guest service issues, accessibility needs, safety concerns, or conflicts with professionalism and discretion.
• Maintain an environment in which diverse audiences feel comfortable and celebrated.

Communication & Collaboration

• Maintain clear, consistent, and timely communication with all staff, including pre-event briefings, weekly updates, and post-event reports.
• Coordinate closely with Production, Programming, Marketing, Development, and Executive Leadership to ensure alignment on event execution and goals.
• Communicate calmly and effectively under pressure, multitasking through shifting priorities, unexpected challenges, and high-volume operations.

EXPERIENCE REQUIRED:

• 5+ years of venue management experience is a large and active facility or 7+ years progressively responsible experience in live event operations, performing arts management, or a related field.
• Demonstrated experience overseeing Front of House, event operations, and touring event coordination. Box office management experience is required.
• Strong financial acumen, with experience managing budgets and handling artist settlements.
• Contract Management experience.
• A strong focus on customer service, and training certification such as Customer Service Gold or Certified Guest Service Professional or similar programs strongly preferred.
• Excellent leadership, communication, and interpersonal skills with strong emphasis on flexibility, professionalism, and empathy.
• Ability to balance multiple priorities in a dynamic, deadline-driven environment.
• Availability to work nights, weekends, and holidays based on programming needs.

EXPERIENCE PREFERRED:

• Experience working in a historic or nonprofit arts venue
• Familiarity with ticketing and venue management platforms
• Experience collaborating with national promoters such as NS2, Live Nation, AEG Presents, or similar.

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