Director of Operations
Summary The France-Merrick Performing Arts Center seeks a highly organized, collaborative Director of Operations to provide essential business and operational support to the Vice President. This position plays a key supporting role in the centralized management of venue operations, booking coordination, financial workflows, and contract administration across both the Hippodrome Theatre and the M&T Bank Exchange. The Director of Operations will also assist in financial budgeting and forecasting and will be very comfortable in Microsoft Excel. This role is ideal for a detail-oriented, solutions-focused individual who thrives in a fast-paced, multi-venue environment and is eager to contribute to the success of a major performing arts institution. The Director of Operations serves as the primary operational leader for the France-Merrick Performing Arts Center (FMPAC), supporting the Executive and Management teams in the execution of daily business operations. This role provides direct supervision to front-of-house and facilities teams, and manages all third-party vendors including security, concessions, and catering, ensuring exceptional service delivery, operational efficiency, and adherence to institutional standards. The Director of Operations acts as a central point of coordination for scheduling, resource allocation, and performance oversight across the Hippodrome Theatre and M&T Bank Exchange. Duties and Responsibilities Operational Leadership & Business Support Serve as a key partner to the Vice President in executing daily operational plans across all departments, ensuring smooth venue operations for performances, events, and rentals. Support the Vice President with centralized systems, financial oversight, and business workflows. Lead the effort to onboard new software to manage and track all repairs and maintenance needs in the facility, including daily/weekly/monthly/quarterly checklists and equipment inventory. Ensure that all emergency preparedness documents and programs are regularly updated and staff trained. Departmental Oversight Manage facilities operations, including building maintenance, capital improvement coordination, and vendor relations. Directly manage the Technical Director and Production Assistants, ensuring that both venues are fully supported and covered for all productions and events, and that resources and personnel are effectively and efficiently distributed Ensure that production and guest production experiences are executed to world-class standards Oversee third-party vendor relationships, including concessions, catering, and contracted security, ensuring contractual obligations and quality expectations are met. Support and advise on front-of-house operations, acting as primary liaison between FMPAC management and The Hippodrome Foundation Inc, the non-profit partner that manages FOH programs, house managers, and ushers. Booking & Promoter Relations Support centralized booking processes and manage communications with promoters, producers, and agents in collaboration with the Special Events Department. Maintain master performance and event calendars in coordination with programming, production, and events teams. Ensure all booking and calendar activity is documented, organized, and aligned with broader institutional priorities. Financial & Legal Administration Support the Vice President in creating and reconciling show budgets, proformas, and forecasting models. Assist in the settlement process for ticketed events and rentals, ensuring accuracy and transparency. Help draft, review, and process contracts in coordination with legal counsel and the VP. Cross Departmental Coordination Liaise with Guest Experience, Technical, Events, and Box Office leadership to ensure consistent operations and seamless communication across both venues. Foster a friendly, collaborative, and team-oriented environment by modeling professionalism, supporting colleagues, and exercising strong interpersonal and conflict resolution skills. Promote efficient scheduling and calendar planning with a focus on maximizing venue utilization across both the Hippodrome Theatre and the M&T Bank Exchange. Supervise and develop staff involved in booking, business management, or event contracting to ensure clarity, consistency, and shared accountability. Process Development & Efficiency Identify opportunities to streamline administrative procedures, reduce duplication, and improve clarity in contract and budget management. Create and maintain standard operating procedures and templates for consistent execution and documentation. Contribute to special projects and institutional initiatives at the direction of the VP. Competencies To perform the job successfully, an individual should demonstrate the following competencies: Cooperation Establishes and maintains effective relationships Active listener Offers assistance and support to co-workers Works cooperatively in group situations Adaptability Able to work around unexpected changes of events or workload Modifies a planned course of action based on new circumstances Changes communication style to achieve the best results Willingness to adapt and learn new skills to execute new initiatives Ability to prioritize and manage rapidly shifting priorities Functional Competencies Proficiency in Microsoft Office, especially Excel Familiarity with budget and scheduling tools preferred Excellent written and verbal communication Strong sense of creativity and intuition Ability to create lasting relationships to develop new business opportunities and work relationships. Attention to detail and the ability to manage multiple projects at once are paramount to this position. Team Orientation Fosters team cooperation Understands team roles and responsibilities Supports group problem solving and collaboration Willingness to help the team successfully execute projects Qualifications aka KSAOs To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, the requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Communication Skills Ability to read, analyze, and interpret budgets and P&L statements Ability to respond to common inquiries or complaints from customers, partners, or members of the industry Ability to effectively present information to internal staff and outside partners Critical Thinking Able to create specialized strategies and adapt plans for business and operational success Remain nimble to shift strategies as needed based on data, reporting metrics, and feedback Stay updated on industry trends, compliance standards, and best practices Physical Demands Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to: Attend and oversee various events across multiple venues Move quickly through large facilities, including backstage, front-of-house, and support spaces Occasionally assist with operational needs during special or off-site events, which may include lifting and placing items up to 50lbs and climbing ladders. Work Environment Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to: Fostering a team spirit Assisting with other departments needs as requested Acknowledgement The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their supervisor. We offer competitive compensation including Vacation and Holiday Pay, health & welfare benefits, and a 401(k) retirement plan. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. Salary/Compensation: $85,000 per year
