CRM Operations Manager

SAN FRANCISCO BALLET ASSOCIATION•San Francisco, CA

2d•$84,004 - $90,000•Hybrid

About The Position

Reporting to the Senior Director of Revenue Operations & Insights, the CRM Operations Manager serves as a key functional administrator and business operations partner for Tessitura. This role supports system configuration, user onboarding, documentation, data quality, reporting coordination, and cross-departmental CRM processes for Development, Audience Development, Brand, Ticketing, and other stakeholder teams. The Manager helps ensure that Tessitura is used consistently, accurately, and effectively across the organization, while partnering with IT, Tessitura support, and external vendors on technical issues, integrations, and system enhancements.

Requirements

Minimum 3–5 years of related experience in CRM administration or ticketing operations; Tessitura experience strongly preferred
Nonprofit or performing arts experience strongly preferred
Experience supporting ticketing or audience development teams with data and analytics a plus
Strong working knowledge of Tessitura or similar CRM, ticketing, fundraising, or patron management systems.
Ability to support system configuration, user roles, workflows, documentation, training, data quality, and reporting processes.
Intermediate to advanced Excel skills, including filtering, formulas, pivot tables, and data review.
Ability to support standard queries, extracts, list pulls, and basic data validation; basic SQL familiarity preferred, but not required.
Strong project coordination, documentation, communication, training, and cross-functional collaboration skills.
Data quality, governance, and hygiene
Experience with reporting or visualization tools such as Tableau or Power BI is a plus, but not required.
Coursework or certification in CRM systems, nonprofit technology, ticketing systems, data quality, reporting or related business applications a plus
Typical office equipment and environment
Constant sitting, standing, walking, bending
Considerable amounts of computer work, typing, and data entry
Occasional unassisted lifting to 40 lbs.
Regular evening and weekend attendance at performances, events, and cultivation activities

Nice To Haves

Experience with reporting or visualization tools such as Tableau or Power BI is a plus, but not required.
Coursework or certification in CRM systems, nonprofit technology, ticketing systems, data quality, reporting or related business applications a plus

Responsibilities

Serve as a functional Tessitura administrator, supporting configuration, system tables, workflows, user roles, permissions within Tessitura, documentation, training, and process standards.
Coordinate Tessitura upgrades, patches, and enhancements by supporting testing, issue tracking, stakeholder communication, and rollout planning.
Partner with IT, Tessitura support, and external vendors to identify, document, and escalate integration issues, technical problems, and system enhancement needs.
Maintain Tessitura documentation, including configuration notes, process guides, user procedures, and training materials.
Support the evaluation and implementation of Tessitura enhancements, patches, and new module functionality; assist with implementation planning and rollout coordination.
Provide Tessitura training to new staff organization-wide; develop and maintain onboarding and training materials.
Triage Tessitura user access issues and escalate to IT helpdesk or Tessitura support as appropriate; track resolution and communicate status to affected users.
Lead the internal Tessitura Users Group to share best practices, coordinate user needs, document decisions, and support ongoing improvement of Tessitura processes.
Serve as day-to-day liaison with Tessitura support and external vendors, including the Tessitura programmer; help coordinate work requests, track progress, and communicate status to stakeholders.
Actively engage with the Bay Area Tessitura Users Group and the broader Tessitura Users Network to implement best practices organization-wide.
Provide functional reporting support for Ticketing, Audience Development, Brand, and Revenue Operations by helping define reporting needs, prepare approved list pulls, validate data, and coordinate recurring reports.
Support campaign, ticketing, and audience reporting by generating standard Tessitura queries, extracts, and list pulls within established procedures.
Partner with the Tessitura Programmer, IT/Data, or other technical resources on more complex dashboards, advanced analytics, SQL queries, and data visualization needs.
Generate routine data extractions and list pulls for marketing campaigns, email programs, and audience development initiatives using established procedures; help ensure accurate source code tracking and basic results reporting.
Support routine data pulls and reporting requests, while documenting recurring needs and helping convert them into standardized reports, templates, or procedures in partnership with the Senior Director, IT/Data, or the Tessitura Programmer.
Support Tessitura data quality by maintaining documented data hygiene procedures, including duplicate review, NCOA coordination, account merging procedures, data appends, and constituent record standards.
Help document and reinforce data entry standards across Tessitura user groups.
Identify data quality issues and coordinate resolution with the appropriate department, IT, Tessitura support, or external vendor when needed.
Provide first-level functional support for Tessitura users, including questions related to workflows, user roles, data entry, reporting procedures, and system use.
Document, triage, and escalate technical issues involving website transactions, integrations, login problems, data syncs, or system errors to IT, Tessitura support, the Webmaster, or external vendors as appropriate.
Support the Senior Director on CRM process improvement, documentation, reporting coordination, and cross-departmental Tessitura initiatives.