Major planned responsibilities:1. Create, launch, and facilitate a comprehensive onboarding program for all front-of-house (FOH) employees (box office, ushers, bartenders, event supervisors).2. Update and expand upon FOH employee handbook.3. Create, launch, and facilitate a customer service strategy that includes a training program for all employees and enhances the patron experience.4. Collect employee feedback and use information to guide onboarding and training programs.5. Perform enhanced box office attendant responsibilities.6. HR functions, including Paylocity oversight.

* Provide best-in-industry customer service to patrons of the arts.* Process payments and refunds (cash, check, card, gift card).* Interact with each patron with respect, enthusiasm, and positivity.* Assist with mobility and hearing-related needs to ensure all patrons are welcome.* Confront disruptive behavior that negatively impacts other patrons.* Clean venue after shows.* Anticipate questions and provide answers patrons don't even know they need.

* Successfully managed the Guest Service desk during the busy holiday season, providing outstanding guest service.* Provided accurate and fast checklane services.* Brought a smile to every guest and made them happy with their experience!

HUMAN RESOURCES* Orchestrated end-to-end hiring processes, from marketing to onboarding, ensuring a comprehensive and seamless candidate experience.* Collaborated in the thorough review and selection of HRMS software (Paycom), playing a pivotal role in successful implementation and seamless integration within a 6-month timeline.* Strategically developed and managed a budget of $14 million.* Enhanced job descriptions for accuracy and alignment with organizational goals, optimizing the recruitment process.* Represented company during collective bargaining process to find common ground between employee desires, union demands, and long-term company goals.LEARNING & DEVELOPMENT* Designed and launched an online training course for budget managers transitioning to a new accounting platform and improved onboarding time by 75%.* Created instructional video and learning materials to drive alignment and success of new electronic document storage system initiative. SUPERVISION* Guided mixed teams (in-person, hybrid, remote, unionized) by incorporating insights from focus groups, enhancing team performance and growth.

HUMAN RESOURCES* Conducted nationwide talent searches to identify and secure top-tier candidates for critical positions, contributing to the company’s sustained growth and success.* Reduced onboarding timeline by 33% resulting in cost reduction and accelerated employee readiness.* Provided oversight for a $12 million operating budget and $14 million revenue stream with 100% successful audit results.* Served as a member of the University of Wisconsin System’s Title & Total Compensation Committee, presenting and negotiating proposed position titles and descriptions for 39,000 state employees, contributing to effective organizational structure and clarity.TRAINING* Launched company-wide customer service training series to align expectations and improve service culture.* Produced train-the-trainer initiatives to establish consistent learning curriculum for up to 200 employees.* Pioneered a transformative year-long learning curriculum, fostering a culture of diversity, equity, and inclusion across all employee levels and leading to a 20% increase in employee awareness and a 15% improvement in diversity-related programming.

HUMAN RESOURCES* Directed aggressive recruitment program to identify top candidates for newly created positions.* Ensured timely and within-budget delivery of intricate onboarding and training programs.* Developed and maintained operating budget of $1.5 million and revenue stream of over $13 million.TRAINING & DEVELOPMENT* Provided leadership and mentorship to a team of 20 training professionals responsible for designing and delivering training programs for up to 200 employees.* Planned and facilitated multi-week leadership training programs and retreats for up to 120 participants.* Created two-year career development plan to assist managers with coaching employees.* Demonstrated expertise as an experienced presenter, effectively engaging c-suite executives, boards of directors, and clients through compelling communication strategies.* Designed course content and employed classroom teaching methods with a focus on adult learners, Universal Design for Learning, and Experiential Learning.OPERATIONS* Successfully spearheaded departmental reorganization that streamlined operations and yielded a 5% budget reduction, demonstrating strong leadership and operational acumen.* Maximized employee knowledge and response time through creation of operational manuals in Canvas LMS, leading to a 25% reduction in response time and a 15% improvement in employee knowledge.* Developed and published 10-year strategic plan, securing alignment through effective communication and strategic partnerships, which fostered a shared vision and drove sustainable growth.