Audience Experience and Operations Manager

ALLEY THEATRE•Houston, TX

4d•Onsite

About The Position

The Audience Experience and Operations Manager oversees general ticketing operations along with all aspects of our subscriptions. This is to ensure seamless processes and coordination for the Guest Services team to provide exceptional patron service experiences with the goal of converting single ticket buyers to subscribers. They will also contribute to creating and enhancing methods of acquisition and retention to grow our subscriber base and ensure the most patron-centric journey for our subscribers.

Requirements

Organization, analytical, decisive, detail-oriented, adaptive, service-oriented
Experience with ticketing system event builds and maintenance (Tessitura preferred)
Ability to work in a fast-paced, energized, and quickly changing environment.
A proactive approach to problem-solving with strong decision-making skills.
Detail-oriented, able to prioritize efficiently and multi-task.
Ability to be self-directed and take initiative.
Ability to maintain confidential information.
Excellent verbal and written communication skills.
Exhibit a positive attitude with good communication and interpersonal skills.
Communication, planning, accuracy, efficiency, patron-centric customer service, creativity

Nice To Haves

College degree preferred.

Responsibilities

Lead the setup, maintenance, and accuracy of ticketed and non-ticketed events in Tessitura.
Oversee the creation and management of season packages and individual events, including seating inventory, holds, pricing structures, and ticket delivery methods.
Administer advanced Tessitura functions, including promo code creation, pricing updates, and TNEW interface management, while ensuring data accuracy and system integrity.
Manage season-long inventory and ticketing strategy in coordination with organizational leadership to support revenue goals and audience development objectives.
Oversee complimentary ticketing processes, including in-kind donations, comps, gift passes, and strategic papering initiatives.
Maintain clear and responsive communication with internal stakeholders and patrons regarding ticketing activity, needs, and issue resolution.
Represent Ticketing at Opening Night events and provide operational support for patron check-in and ticketing needs.
Prepare and distribute reporting on promotions, ticketing activity, patron trends, and related performance metrics.
Review marketing materials for ticketing accuracy and consistency.
Initiate and coordinate NCOA updates in Tessitura in partnership with IT.
Support Guest Services operations as needed to ensure a high standard of patron care.
Identify and recommend procedural improvements to strengthen operational efficiency and service delivery.
Work with the Audience Experience Manager to develop a defined and consistent customer service strategy for the Box Office.
Assist as shift supervisor to guest services staff in the absence of Audience Experience Manager.
Assist with the hiring and training of applicable new team members.
Motivating and coaching employees to improve performance, provide feedback and training opportunities.
Ensuring staff members follow company policies and procedures.