Family Experience Coordinator
Hundreds of young performers and their families interact with us every week, through our portal, in person, by phone, by email. We're looking for the warm, organized, unflappable person who is the face and voice of that experience.
Phoenix Youth Theatre is a youth performing arts organization, and we've built a lot of software to handle the operational heavy lifting. This seat exists because the warmth and judgment that makes a family feel genuinely held is the part software can't do. You're the human at the front door.
This is a people role, not a back-office one. When a parent has a question, a worry, or just arrives flustered at pickup, you're the calm, friendly presence who sorts it out or knows exactly where it needs to go. The systems give you the tools and the routing. You bring the warmth.
A word on how we work together, because it matters as much as the work itself. We operate in good faith. We assume the best of each other, we take problems straight to the person who can fix them rather than around them, and we lift the room rather than weigh it down. It's a small, intentional team, and that's a deliberate choice.
What you'd own
- First point of contact for all parents, across phone, email, portal, and Messenger
- Warmly triaging each request and routing what isn't yours to the right person
- Front desk presence at peak hours, welcoming families in person
- Show-night care - Will Call, lost and found, and a calm presence when it's busy
- Welcoming new families and hosting the warmth at parent orientation nights
Not on your plate
- Production, tech week, and show calling - the production team holds those
- In-room rehearsal teaching - that's our rehearsal staff
- Billing, refunds, and payment recovery - our billing lead handles those
- Hiring, strategy, and true escalations - those go to our Director
You're never carrying it alone
The systems do the heavy lifting and the routing, so the right things reach the right people automatically. When something isn't yours - a billing question, a production issue, a creative call - there's a clear path for exactly where it goes, so you're never stuck holding something you can't resolve.
Your job is the warmth and the judgment. The structure around you is built to protect that.
Who thrives here
- Genuinely warm with people. You make others feel at ease, and you care about families having a good experience.
- Calm and unflappable, especially when it's busy or someone arrives stressed. You're the steady presence in the room.
- Organized and reliable, the kind of person who makes sure nothing falls through the cracks.
- Comfortable with technology. You don't need to be technical, but you're happy working across a portal, a queue, and a few devices.
- A good judge of a situation, able to tell what you can handle and what needs to go to someone else.
What we'll give you
- A role built around people, with the admin and routing handled by systems so your energy goes to families.
- Clear boundaries that protect your focus, with billing, production, and strategy held by others.
- A values-led environment built on integrity, immersive creativity, mutual respect, and uncompromising excellence.
- Work that matters - you're the reason families feel they belong here.