Director of Patron Services

The Director of Patron Experience is a leader responsible for designing and delivering an integrated, mission-aligned experience for all visitors to Chautauqua Institution. This role oversees the full patron lifecycle — from pre-arrival planning and onboarding communications to on-grounds navigation and post-visit follow-up — ensuring that every engagement reflects Chautauqua’s values, enhances satisfaction, and deepens long-term loyalty.

This position leads front-of-house operations across all venues; manages centralized patron services (ticketing, information, concierge, accommodations support); directs data-driven improvements through survey insights and audience feedback; and collaborates with Marketing & Communications to execute coordinated, personalized campaigns. The Director ensures that every touchpoint is welcoming, clear, consistent and exceptional. This unified approach ensures a seamless, mission-aligned experience for every patron — before, during, and after their visit — while also driving revenue, brand loyalty, and long-term engagement.