Director of Operations

Position Summary
The Director of Operations provides leadership and oversight to facilities and IT operations; event rentals; and customer service functions including box office, front-of-house, guest services, public safety, and the retail store implementing organization-wide patron service standards and ensuring continuous, safe and reliable operations of the Guthrie. This position is part of the Senior Management Team and reports to and will work closely with the Managing Director to ensure smooth daily operations. The Director of Operations takes an active leadership role in planning and managing daily operations for the Guthrie while serving on its senior management team and reporting directly to the Managing Director. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.
Supervisory Responsibilities
Director of Facilities, Director of Information Technology, Director of Audience Services, Director of Guest Operations, Director of Retail and Merchandising, Event and Facility Sales Manager Typical Schedule: The typical schedule for this role will vary based on the dynamic schedule of a theater and will require occasional evening and weekend availability.
Primary Duties and Responsibilities
Senior Leadership and Organizational Management
Serve as a member of the senior management team and as a conduit for information between senior management and Guthrie staff.
Ensure compliance with all applicable laws, regulations, and contracts for the areas of responsibility.
Work closely with Managing Director on long-term planning to further the theater’s overall strategic goals, including potential renovations, repairs, and improvements.
Attend scheduled Board Meetings, including but not limited to meetings of the full board, Executive Committee, Facilities Committee, and any other at the direction of the Managing Director.
Manage relationships and negotiate contracts with key external partners, including but not limited to contractors, vendors, and representatives of the City of Minneapolis and Minneapolis Police Department.
In coordination with the Managing Director, serve as a point of contact with the City of Minneapolis for day-to-day operations.
Coordinate teams across departments to foster an exchange of ideas and learning opportunities that will keep the theater current with workplace practices.
Oversee lease and insurance obligations for areas of responsibility. Work closely with Director of Finance to ensure adequate property and casualty insurance coverage.
Establish systems for communication, follow-through, and support to ensure a functional, safe, dependable, and welcoming environment for staff, guests, and patrons.
Develop and maintain positive relationships with board, leadership, colleagues, vendors, guests, and patrons.
Forecast and monitor the financial resources needed to support ongoing programs as well as new initiatives.
Other responsibilities as directed by the Managing Director.
Operations
Oversee the day-to-day operations of the Guthrie facility, Information Technology, Events Rentals as well as customer services areas of the organization including Audience Services, Guest Services, Public Safety, House Management, Box Office, and Guthrie Store.
Direct, supervise, coach and evaluate the five department directors under their areas of responsibility, each of whom oversees their own staff, as well as Events Rentals.
Create customer service protocols and training for the institution, ensuring that guest services, public safety, house management, box office, as well as volunteers receive superior core training.
Coordinate with team managers on building traffic, use, and needs for shows, rentals, and events.
Foster and support safety management efforts and collaborate with the Safety Committee.
Serve as the primary point of contact for the Guthrie’s food and beverage partners.
Coordinate facilities improvements and capital project management.
Work closely with the Director of Facilities to ensure the safe and efficient operations of all building systems.
Work closely with the Director of Guest Operations to oversee the safety and security plan for the organization, calibrated to the needs of the Guest Services and Public Safety teams, and inclusive of the unique needs of the Guthrie as a public space.
Work closely with the Director of Audience Services to oversee and ensure a positive and memorable patron experience.
Work closely with the Director of ITS to ensure information technology needs of the theater are met.
Oversee the Event and Rental team, providing guidance on outbound sales efforts and venue set-up.
Oversee the Retail team, providing support as needed. Serve as the key staff person in labor relations for collective bargaining agreements for all areas of functional supervision.
Participate in negotiations of collective bargaining agreements with IATSE and ensure that the Theater is in compliance with collective bargaining agreements for all areas of functional supervision.
Budgeting
Oversee the preparation, planning, and management of the annual operating budget for the areas of responsibility: Audience Services, Facilities, Facility Rentals, Guest Operations, IT, and Retail.
Lead in strategic projects and planning efforts for all areas of operational supervision.
Provide oversight and management of expenditures and establish methods of maintaining budget control in all areas of operational supervision.
Work closely with the Director of IT to ensure the Guthrie has an appropriate plan and budget for needed equipment and services for all its staff.
Divisional Leadership and Supervision
Lead, manage, and supervise the Director of Facilities, Director of Information Technology, Director of Audience Services, Director of Guest Operations, Director of Retail and Merchandising, Event and Facility Sales Manager.
Actively participate in team building. Fostering a work environment of artistic excellence, community, equity, diversity, and inclusion, and financial responsibility.
Attend and/or run department meetings to communicate pertinent information along to the employees.
Coach and develop staff members by monitoring employee productivity and providing constructive feedback; facilitating conflict resolution among employees; ensuring adherence to legal and organizational policies and procedures and undertaking disciplinary actions if the need arises; and completing annual performance evaluations.
Maintain and approve direct report timesheets, Personal Time Off requests, and other personnel records.
Essential Knowledge and Qualifications
Minimum of three years of senior patron services/operations experience.
A proven record of managing a large and diverse group of employees including hiring and discipline responsibilities.
High energy, positive, “can-do” attitude, flexibility, teamwork, and attention to detail; high degree of initiative.
Demonstrated experience of being team-spirited, organized, detail-oriented and efficient but flexible with strong organizational and communication skills.
Ability to develop, build, motivate, train, and supervise a strong team of employees to achieve patron service goals.
Must have superior knowledge of customer service protocols.
Understanding of budgeting and financial accounting responsibilities.
Demonstrated leadership, management, communication, and interpersonal skills.
Knowledge of best practices and trends in event production, safety and security, finance, facilities management, technical production, and event production.
Demonstrated ability to think strategically and thorough understanding of strategic development.
Experience working in a union environment strongly preferred.
Strong verbal communication skills and demonstrated ability to write clearly and persuasively.
Strong partnership-building and event planning skills.
Fluency with general computer skills and knowledge of using a CRM and Microsoft suite strongly preferred.
Knowledge of the role and interrelationship of key theater stakeholders.
Ability to relate effectively with people in executive leadership positions.
Ability to challenge status quo thinking and assumptions. Skill in fostering innovation and in change management.
Strong commitment to diversity, equity, inclusion, and accessibility.
Experience, ability, and commitment to working with individuals and teams that are mixed across lines of difference such as race, gender-identity, sexual orientation, religion, ability, age, class and immigrant status.

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