The Patron Experience Coordinator role is a customer service role primarily responsible for:

• Coordinating all aspects of the Festivals patron experience program and by communicating Festival policy and procedures with the goal of creating a positive experience for each patron
• Managing and responding to all in/outbound patron communication
• Managing Patron Experience staff in both their admin and on site roles
  
  

Organizational Profile

Founded in 1938, Stern Grove Festival is an admission-free summer performing arts festival in San Francisco. Now entering its 89th season, the Festival draws over 100,000 people during its ten-week series of world class performances in the outdoor setting of Sigmund Stern Grove. Past seasons have included performing artists from around the world, including The Flaming Lips, Bob Moses, Chaka Khan, San Francisco Symphony, Kool & the Gang, Los Lobos, Smokey Robinson, Ziggy Marley, Carlos Santana, Allen Stone, Janelle Monae, and Diana Ross.

Leadership Standards

The festival seeks to be a world class leadership organization and each staff member is expected to embody, execute, and promote core standards of excellence: Good Character, Skill, Experience, Learning Mindset, and Composure.

Position Description

We are looking for an experienced Coordinator with customer service experience to provide support to our patrons. Ahead of the season and working with the Ticket Manager and Marketing team the Patron Experience Coordinator is responsible for coordinating all inbound email and phone inquiries, assisting patrons with their support questions. Additionally they will help the Ticket Manager recruit and guide a team of 3-5 Patron Experience Staff and volunteers. This role needs to have a commitment to providing all of our patrons with a first-class Festival experience.

 

Reporting Relationships

The Patron Experience Coordinator reports directly to the Ticket Manager and works closely with all Directors and Managers. Staff on the patron Experience Team report to the Patron Experience Coordinator.

General Duties

• Become the Master of ALL Stern Grove FAQ’s
• Improve overall customer service experience
• Assist patrons and various stakeholders with a full array of customer support processes and questions (acquiring tickets, directions, how to prepare, etc.).
• Tracking and reviewing calls, emails and discussions in the Patron Experience log, identifying and reporting on trends and technical issues.
• Escalating operational and staff issues to correct Manager or Director
• Take ownership of customers issues and follow problems through to resolution
• Strive to meet the Festivals 24 hour response time metric and keep current logs if we are falling behind.
• Identify deficiencies and present refined procedures, policies and standards related to the way in which patrons experience before, during, and after their time at the Festival
• Assist in recruiting, training and managing patron experience staff during concerts
• Create and manage the PEX team weekly schedule
• Other duties as agreed upon

 

On-Site Responsibilities (Concert Sundays)

• Manage onsite Patron Experience Team
• Manage PEX schedule on concert days
• Lead Information Booth Operations including the Lost and Found
• Leader of all Stakeholder FAQ’s
• Weekly Reporting
• Central point of contact for any ADA / Senior Seating questions

 

General Qualifications

• Commitment to and interest in customer service and festival/event production
• Past experience working in a fast-paced performing arts or other festival environment preferred
• Proven working experience in Customer Service role
• Ability to self-start and manage multiple tasks simultaneously
• High attention to detail
• Professional presentation and excellent communication skills, both oral and written
• Required computer skills: Google Suite, Docs, Sheets, Calendar, Meet
• Basic understanding of databases and experience preferred, but not required
• Awareness of industry’s latest technology trends and applications
• Advanced troubleshooting and multi-tasking skills

 

Work Environment / Physical Demands

• The work environment characteristics and the physical demands described here are representative of those an employee encounters while successfully performing the essential functions of this job. 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 sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk and hear. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The noise level in the work environment is usually moderate. Occasionally sound levels may exceed 100 db. All efforts will be made to protect employee’s hearing.
• The above statements are intended to describe the general nature and level of work performed by the incumbent in this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills.

Locations

• SGF Office, 2 Marina Blvd., Building C, Suite 370 San Francisco, CA 94123
• Sigmund Stern Grove, 19th Avenue and Sloat Boulevard, San Francisco
• Work from Home: Video conferences as needed

2026 Working Arrangement and Hours:

• March 2 Days Onboarding / Orientation @ end of the month
• April - May up to 16 hours per week
• June - August up to 24 hours per week

Required Virtual Working Periods

• Virtual Orientation - Sunday May 17 (11:00 AM - 5:00 PM)

Required On-Site Working Periods

• Commitment to and interest in customer service and festival/event production
• Leadership Symposium Day #1: Wednesday April 15 (1:00 PM - 5:00 PM) @ Fort Mason
• Leadership Symposium Day #2: Thursday April 16 (1:00 PM - 5:00 PM) @ Fort Mason
• Asst. Manager Leadership Orientation: Wednesday May 6 (1:00 PM - 3:00 PM) @ Fort Mason
• Build Day #1: Wednesday May 20 (8:00 AM - 4:30 PM) @ Stern Grove
• Build Day #2: Thursday May 21 (8:00 AM - 4:30 PM) @ Stern Grove
• Build Day #3: Wednesday May 27th (7:00 AM - 3:30PM) @ Stern Grove
• Build Day #4: Thursday May 28th (8:00 AM - 3:00 PM) @ Stern Grove
• On-site Orientation #1: Sunday May 31 (8:00 AM - 4:30 PM) @ Stern Grove
• On-Site Orientation #2: Sunday June 7 (8:00 AM - 5:00 PM) @ Stern Grove
• Final Equipment Drops: Wednesday June 10 (8:00 AM - 4:30 PM) @ Stern Grove
• Strike Day #2 Coordination: Tuesday August 18 (9:00 AM - 2:00 PM) @ Stern Grove
• Strike Day #3: Wednesday August 19 (8:00 AM - 4:30 PM) @ Stern Grove
• Strike Day #4: Thursday August 20 (8:00 AM - 3:00 PM) @ Stern Grove
• Must be available to work in person at Fort Mason on Tuesdays 9AM - 3PM during the months of June - August
• Must be available every Sunday: May 17, 2026 - August 16, 2026
  *except Memorial Day Weekend
• Must be available Saturdays June 13th and 20th To Be Confirmed by May 1, 2026
• Must be available Friday August 14th and Saturday August 15th
• Must be available for a 2 hour debrief Monday August 24th - Wednesday August 26th to be scheduled with mutual agreement
• Hybrid working style with 50% in office collaboration as mutually agreed upon. Working arrangement, hours per week, and compensation to be finalized in offer letter

Compensation 

• Starting at $25/hr and commensurate with experience.

Email

• If you have any questions, please email jobs@sterngrove.org

EEO Statement:

SGFA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.  In addition to federal law requirements, SGFA complies with applicable state and local laws governing non-discrimination in employment.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation and training.  SGFA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.