POSITION: Customer Experience Director

LOCATION: August Wilson Theatre, New York, NY

HOURS: Full Time, including evenings, weekends and holidays

ABOUT THE POSITION

Major Broadway theatre owner and operator is seeking a Customer Experience Director to join our Theatre Operations team. Direct experience with theatrical performance is not required.

As a Customer Experience Director (CED), you are an enthusiastic, relationship-driven communicator who supports the management team across administrative duties, performance management, and day-to-day operational needs. You’ll gain hands-on exposure to every corner of Theatre Management while working closely with our Deputy and General Managers — an ideal steppingstone toward joining ATPAM and advancing into DGM or GM roles.

This role serves as a key member of the theatre’s front-of-house leadership, acting as the manager on duty during performances and ensuring a smooth, welcoming, and guest-focused experience for all audiences. CEDs also play an important part in maintaining team connection, supporting clear communication, and contributing to a positive, energized workplace culture. The position helps create moments that celebrate wins, foster collaboration, and strengthen staff morale — all while supporting the operational heartbeat of our theatres. This role is part of a high-energy, detail-focused team that keeps our theatres, and the hit shows within them running seamlessly inside a collaborative, respectful, and mission-driven company.

PEOPLE, PLACES, and THINGS

You are someone who loves dreaming up fun ways to celebrate wins, keep communication lively, and make the team feel connected
You are tuned in to team morale and naturally notice when support, encouragement, or connection is needed
You are a hands-on person who approaches every problem with a positive attitude, and not afraid to get your hands dirty when necessary – no task too big or too small
You are motivated to find solutions to problems
You are a highly resourceful team-player who can take direction but can also take initiative and work independently on projects from conception to completion
You are a flexible person, comfortable with situations and projects that may change rapidly, and can respond constructively and positively in challenging circumstances

EXPERIENCE and SKILLS

You have experience as a team leader in a customer service or hospitality environment
You can work independently with minimal supervision
You are highly organized and diligent, have attention to detail and follow through
You are a strong and effective communicator and can clearly and concisely express ideas both verbally and in writing. Bilingual is a plus
You are able to track multiple projects simultaneously
You possess effective problem-solving skills, proactive and effective time management

COMPETENCIES

Microsoft Suite experience desired
Intermediate Excel skills desired
Previous experience in theatre or event management a plus
Experience working with HRIS systems a plus (UKG experience a major plus)
Knowledge of Broadway operations and union relations a plus

BENEFITS

401K eligible
PTO
Healthcare

ATG Entertainment: Passion Behind Performance

ATG Entertainment is a world leader in live entertainment. Our portfolio of venues includes historic theatres, studio theatres, cinemas, conference spaces, and modern live music arenas. ATG Entertainment own, operate or program 64 of the world’s most iconic venues across the UK, the US and Germany entertaining over 18 million audience members each year.

Through our in-house Production companies and working closely with top producers and promoters ATG presents over 15,000 live performances annually, including Cabaret at the Kit Kat Club, Stranger Things: The First Shadow, Moulin Rouge, The Lion King, Harry Potter and the Cursed Child and Starlight Express as well as popular music and comedy shows.

ATG also owns a leading ticketing platform processing more than 18 million tickets each year for musicals, plays, concerts, comedy shows and a variety of other live events. ATGtickets.com attracts more than 40 million unique visitors annually. Headquartered in London and Woking, the company also has offices in New York and Cologne.

ATG Entertainment IDEA Mission Statement

At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone.

Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are committed to strengthening the sense of belonging by ensuring diversity and equity in everything we do. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong.

At ATG Entertainment, we provide a stage for everyone.

Director Customer Experience

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