Reporting to the Director of Marketing, Sales, and Patron Services, the Patron Services Manager develops and manages all ticketing system procedures of the Patron Services department to ensure to ensure positive patron experiences and the implementation of subscription and single ticket marketing campaigns. This position is responsible for hiring, training, and supervising the full-time and part-time sales team.
Patron Services Operations
Establish and enforce customer service policies and procedures; provide superior customer service and maintain professional and courteous demeanor.
Serve as primary contact for all customer service issues.
Supervise and assist with all inbound and outbound sales and customer service calls for ticket transactions, including single ticket and subscription sales, group and student sales, promotional offers, seating, pricing, exchanges, and customer service issues.
Assist patrons and troubleshoot issues related to accessing digital content.
Be knowledgeable about performances, artists, venue, directions, transportation options, nearby hotels, and restaurants to provide outstanding customer service.
Advise on department structure and evolving needs of staffing; Staff or ensure adequate on-site concert coverage for Box Office.
Hire, train, mentor, supervise, and monitor productivity of Patron Services Coordinators and Assistants in all aspects of Ticket Office operations.
Work with external telemarketing vendor to fulfill subscription orders.
Manage all aspects of VIP services for artists, donors who give at the Inner Circle level and higher, the General Director and others as assigned; fulfill ticket requests, parking, and resolve issues.
Supervise the management of all comp ticket requests from staff, guests, artists, chorus, orchestra, crew, press, and VIPs. Create and manage all Google forms and spreadsheets; manage staff communication.
Coordinate press ticket requests, manage and fulfill charitable and in-kind ticket donations, fulfill community outreach comps and contest winners.
Ensure that all daily tasks are completed, including mail processing, ticket printing, and replies to patron inquiries by phone and through the info@ email.
Manage department budget and order office supplies, including ticket stock, #10 ticket envelopes, and Will Call envelopes.
Tessitura Set-up and Maintenance
Responsible for Tessitura event set-up for all performances, subscription packages, subscription roll-over, subscription and single ticket prices, price type maintenance, appeals and campaign structures, source codes, promotional discounts, custom content data for TNEW display, Mode of Sale entries and date ranges, activation and on-sale dates for all ticketed events, fee structures, and GL assignments.
Monitor dynamic ticket pricing changes daily and make manual adjustments as needed and approved by Director of Marketing, Sales, and Patron Services.
Provide daily sales reports for single ticket and subscription sales, consulting with Senior Tessitura and Business Analytics Officer as needed
Work closely with the Director of IT/Digital Marketing Manager to ensure accuracy and timely delivery of information for TNEW and the frontend website; assist with set-up and launch of digital streaming content.
Ensure that ticket designs and Print-at-Home connections are functional.
Manage ticketing needs for all departments, including all Education events, free registrations, simulcasts, and others as needed.
Work with Tessitura Consortium to build parking performances for TDO performance dates.
Manage subscription ticket printing in-house and supervise subscription packet assembly. Coordinate special Advancement needs for Inner Circle packets, donor segmentation, comp subscriptions, and corporate sponsorship subscriptions. Coordinate mail house services for pick-up and delivery to post office.
Manage all aspects of Will Call, including Inner Circle Lounge passes and last-minute requests for artists and VIP guests.
Pull patron seat book; work with ATTPAC House Manager to coordinate house seats, late seating availability, and resolve patron seating/ticketing issues.
Manage staff and volunteer assignments.
Manage sales, exchanges, renewals, and all other customer service issues.
Balance the cash box and sign the drawer in/out for each performance.
Break down and clean ATTPAC box office, return all TDO equipment and supplies to The Dallas Opera offices.
Produce Box Office report for each performance to communicate scan count, FOH issues, customer feedback, etc.
Ensure all patrons communications plans are implemented for performance cancellations, including email and voicemail messaging, and scripting for credit on account, donations, ticket add-ons, refunds, and subscription renewals.
Establish process and procedure for remote inbound and outbound customer service calling to assist patrons with their account balance from canceled performances. Ensure use and accuracy of patron CSIs in Tessitura database.
Create system to manage high-volume of calls and emails; prioritize patron communications and delegate tasks accordingly.
Assist with credit/monetary transfers on donors’ accounts and report back in a timely manner.
Attend and actively participate in all team meetings and meetings with direct supervisor as required.
Provide additional general administrative support to Advancement and other departments as needed during periods of low call activity, as directed by supervisor. This includes, but is not limited to, database maintenance, envelope stuffing, and other administrative work as assigned.
Provide quarterly performance review check-ins and formal annual review for all direct reports.
Assist with proofing marketing materials and website pages as assigned.
Assist with education, outreach, and donor events throughout the year as requested.
Traits and Characteristics
Strong interpersonal skills and commitment to providing excellent customer service.
Ability to maintain professional and courteous demeanor and resolve conflict with grace.
Ability to lead, mentor, train, manage, and motivate a team.
Aptitude for multitasking, prioritizing, attention to detail, and managing time in a fast-paced environment which often presents competing
Strong project management and organizational skills; accepts responsibility for quality, accuracy, and timeliness of assignments.
Skills and Knowledge
Five years’ experience in high-volume, customer-facing, ticket sales environment with demonstrated growth in responsibilities, preferably in the performing arts and entertainment industry.
Expert knowledge of Tessitura CRM required
Competency in developing sales reports preferred.
Proficiency in Microsoft Office products (Word, Excel, PowerPoint) and collaborating in a Microsoft 365 environment.
Familiarity with opera and/or Dallas arts and culture a plus
Compensation Competitive salary
Benefits include health, vision, and dental insurance, vacation time, no-cost parking, and professional development opportunities to increase knowledge-base and employee retention
The Dallas Opera values diversity in the workplace and is committed to creating an equitable and inclusive work environment where employees are treated with dignity and respect. The Dallas Opera is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. This position will remain open until a diverse and qualified pool of candidates has been identified. Applications from populations underrepresented in the arts are strongly encouraged to apply.
To apply, please send a cover letter no longer than two pages and resume to email@example.com, using the subject line “Patron Services Manager.” Please send Word or PDF file only.
No phone calls please.
About The Dallas Opera
The Dallas Opera is a world-class performing arts organization producing outstanding mainstage and chamber opera repertoire; attracting national and international attention; committed to extensive community outreach and education; and managed to the highest possible standards of artistic excellence, accountability, efficiency and financial sustainability.
The Dallas Opera opened with an unforgettable performance by legendary Greek soprano Maria Callas in November of 1957. Subsequently, the Dallas Opera has presented many international stars in their American debuts, including Dame Joan Sutherland, Montserrat Caballé, Jon Vickers and Plácido Domingo, as well as designer/director Franco Zeffirelli.