Tulsa Opera seeks an organized and customer-focused individual to join their team as Patron Services Manager. This full-time, non-exempt position reports to the Director of Marketing and Communications, with frequent collaboration with the Marketing and Development Manager as well as the Database Manager. The Patron Services Manager plays a pivotal role in strategizing and executing ticket sales and promotions, ensuring the seamless operation of all ticketing services, while managing and growing patron relationships. The role follows a Thursday to Wednesday work week on-site with some flexibility to work remotely, and occasional weekends/evening performances as needed. The salary range is $35,000-$40,000 commensurate with experience. Benefits include health, dental and vision insurance, 403(b) retirement plan with match, short- and long-term disability, and life insurance.
PRIMARY RESPONSIBILITIES:
The primary responsibilities of this role include box office management and sales, front of house coordination, patron services and internal/external customer service.
Box Office Management and Sales:
- Oversee all aspects of ticket sales, including processing orders, addressing customer inquiries, and managing transactions through Tessitura and TNEW.
- Set up and handle all on-site box office activities and sales of merchandise, assisted by the Database Manager and other staff as required.
- Coordinate with operations, production, and Front of House staff to ensure all ticketed events run smoothly.
- Maintain accurate ticket and merchandise inventory systems to track sales, patron, and attendance data efficiently.
- Manage contracts and relationships for external cultural organizations through a centralized box office program.
- Closely monitor ticket sales and venue occupancy levels to identify trends and opportunities.
- Record and track all ticket donations, comps, and other performance-related donations such as backstage or dress rehearsal passes, swag bags, and invitations to special events.
- Compile and distribute thorough sales reports noting numbers and trends, and distribute to staff biweekly and on demand. Report top-line information at weekly staff meetings.
- Create a monthly sales report to be included in the Director of Marketing and Communications’ Board Report.
- Create and track promo codes as requested.
- Research new subscribers and unsubscribers from our mailing list for insights on purchasing behaviors and demographic information.
- Collaborate with the Database Manager to acquire, record, and track demographic information about our ticket buyers in Tessitura.
- Collaborate with the Director of Marketing and Communications and the Marketing Manager to plan sales campaigns and promotions.
- Carry out calling campaigns to ticket buyers and potential audience members and create detailed reports on results.
- Ensure proper utilization, maintenance, training, and support for all ticket office technology including Tessitura, credit card machines, phone tree system, ticket printers, and mail machines.
Front of House/Lobby Activation
- Assist the Director of Marketing and Marketing and Development Manager in planning and executing lobby activation and Front of House duties.
- Oversee the training and coordination of all Front of House personnel including box office assistants and ushers, depending on performance venue.
Patron Services and Reception
- Cultivate personal relationships, including a deep understanding of preferences, and build trust with patrons. Strive to anticipate their needs and exceed expectations.
- Engage with guest feedback in direct and public messaging through all communication channels. Conduct real-time and follow-up guest issue resolution.
- Run reports and conduct data analytics that use the patron database to better understand the company’s audience. Track, report and continuously seek to improve key guest service metrics.
Reception/Administrative
- Act as the welcoming face of our company by providing a warm and professional greeting to visitors, guests, artists, and students at our premises.
- Field and direct phone calls
- Process daily mail and distribute to staff inboxes
REQUIRED SKILLS
- Ability to handle several projects simultaneously, works with multiple teams and meet assigned deadlines
- Exceptional analytical, critical thinking, trouble shooting and problem-solving skills
- Exhibits appropriate sense of urgency and ability to work well with customers of all demeanors
- Demonstrated track record of working effectively within a collaborative and cohesive team-based environment.
- Demonstrated understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy and efficiency.
- Outstanding customer service and organizational skills
- Capability to handle variety of time-critical situations and identify prioritization
- Self-starter with ability to work well independently and in groups
- High level of proficiency using Tessitura Database system, Zoom and Microsoft Office Suite
- Power user for TOIs phone system, record voicemail messages
- An appreciator of opera and an advocate for its value for the community.
- Demonstrated commitment to equity, diversity and inclusion
- Must be authorized to work in the United States on a full-time basis for any employer.
- Represents TOI in the community and at events.
- Other duties as assigned.
BENEFITS
Pay Range: $35,000 – $40,000 Annual
Medical, dental, and vision insurance; long-term and short-term disability and life insurance; 403b with 3% matching company contribution.
TO APPLY:
Please send résumé and up to 3 recommendations to csadler@tulsaopera.com. Application screenings will begin immediately.
Organization Background:
Driven by its mission to enrich the community through high-quality cultural entertainment, education, and engagement, Tulsa Opera is proud to help drive the artistic vibrancy that makes Tulsa a world-class city.
Established in 1948, Tulsa Opera is the first professional performing arts organization in the state of Oklahoma and the twelfth oldest opera company in North America. Since its inception, it has hosted the greatest artists of the day on the mainstage and in concert, including Luciano Pavarotti, Leontyne Price, Beverly Sills, Renata Scotto, Samuel Ramey, and many others. Its repertoire spans a rich mixture of traditional favorites and modern masterpieces.
Tulsa Opera is known for its bold, fresh, and innovative mainstage productions and community-centric initiatives. Outstanding programs such as the Tulsa Youth Opera, the Raise Your Voice Tour, and the Filstrup Resident Artist Program celebrate local talent and serve Tulsans where they live, while Aria Yoga and Songs by Heart, a program serving those living with dementia, bring the healing power of vocal music into the health and wellness space. Tulsa Opera’s engagement and education programs reach over 50,000 Tulsans annually.