The Company

The historic Shubert Theatre is a not-for profit arts, education, and community institution serving the people of Connecticut, and particularly the City of New Haven. As a public resource, the Shubert presents a wide array of programs to a diverse community. The theater itself is the crown jewel of downtown New Haven. Opened in 1914 before "talkies," television, or rock concerts, Shubert Theatre was built for the live theater experience: intimate, personal and immediate. While it now has a large lobby and comfortable new seats, it is a real Broadway house, where the magic of theater, music and dance come alive. The Shubert, New Haven is owned and operated by CAPA, a Connecticut Not-For-Profit Organization.

The Opportunity

Join the Shubert Theatre team in a highly visible leadership role responsible for delivering a world-class entertainment experience for patrons, employees, performers, and volunteers. The House Manager & Volunteer Coordinator brings together exceptional hospitality, thoughtful advance planning, and confident decision-making to keep front-of-house operations safe, welcoming, and running smoothly. This is an ideal opportunity for a people-centered leader who is energized by the performing arts and ready to build, train, and inspire a strong team while adapting quickly to the changing needs of live events.

Are you excited about ensuring a world-class entertainment experience for theatre patrons, employees, and volunteers? Do you have a passion for working with people and inspiring staff and volunteers to do their best in the performing arts environment? Are you excellent at planning in advance while adapting quickly and calmly when plans change during a live event?

Primary Function

The House Manager & Volunteer Coordinator is a member of CAPA’s Shubert Theatre operations team and reports to the Operations Manager. This position supervises the Floor Manager, Usher Captain, event staff, and volunteers, and leads front-of-house operations to ensure safe, efficient, and welcoming experiences for patrons, performers, staff, and volunteers. The House Manager & Volunteer Coordinator coordinates event readiness and timing, manages lobby traffic and patron concerns, oversees incident response and emergency procedures, prepares performance reports, and ensures the venue is secured after events. The position also recruits, onboards, trains, schedules, and retains a diverse volunteer community, maintains volunteer records, and serves as the primary point of contact for current and prospective volunteers. As a visible front-of-house leader, this role promotes consistent customer-service and safety practices that support CAPA’s mission and the long-term success of the historic Shubert Theatre.

Duties & Responsibilities

• Prepares and communicates pre-performance informational meeting with staff and volunteers.
• Manages Shubert’s full volunteer base, including recruiting and onboarding a diverse volunteer community, coordinating volunteer retention, and scheduling volunteers to ensure proper coverage for all shows, events, and any other capacity volunteers are needed.
• Serves as the point of contact for current and prospective volunteers.
• Updates and maintains volunteer files.
• Addresses volunteer/personnel issues in a timely fashion.
• Direct and monitors lobby traffic to ensure maximum ease and comfort, both in entering and exiting our facilities.
• Ensures front-of-house volunteers and staff are providing exceptional customer service to patrons and show personnel.
• Resolves patron issues as they arise, ranging from seating issues to safety concerns.
• Reports, documents, and responds to any incidents that occur during events.
• Oversee the safe evacuation of the venue when emergencies occur.
• Prepare nightly performance reports.
• Ensure building spaces are clear and properly locked up at the conclusion of events.
• Schedules Floor Managers and other event staff, ensuring proper coverage for events.
• Manages ongoing training of floor managers, event staff, and volunteers.
• Coordinates with Head Carpenter to ensure that events run on time from doors opening to the conclusion of the event.

This job description is not designed to cover or contain an exhaustive list of duties, responsibilities, and key performance objectives that are expected of the employee. These items may change, or new job-related items may be assigned from time to time.

Knowledge, Skills and Abilities

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Excellent problem solving and planning skills with the ability to identify and address immediate and long-term issues.
• Proficient in Microsoft Office (Excel, Outlook, PowerPoint, Word, etc.) with the ability to learn other technology systems that support CAPA’s operations including building systems (security, HVAC, etc.).
• Ability to train, direct, and evaluate the performance of staff members.
• Ability to walk, stand and sit for extended periods.
• Ability to climb stairs and ladders, bend and kneel, and lift up to 25 pounds.

Credentials and Experience

• Bachelor’s degree in Theatre, Arts Administration or a related field, and/or equivalent work experience.
• Experience working in public facing leadership roles.
• Experience working with volunteers a plus.

Special Requirements

Successful background check. The majority of CAPA’s public events take place at night and on weekends. This position requires presence on-site during nights and weekends. The Connecticut Association for the Performing Arts (CAPA) is an Equal Opportunity Employer. CAPA does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, lactation status, gender identity or expression, sexual orientation, age, disability, veteran or military status, genetic information, or any other protected status.