Director Of Patron Services

City Theatre Company•Pittsburgh, PA

7d•$54,000 - $59,000•Onsite

About The Position

City Theatre Company, Pittsburgh’s leading professional theater dedicated to new plays, seeks to hire a DIRECTOR OF PATRON SERVICES. This full-time, exempt staff position oversees all ticketing and front-of-house operations for the organization. This is a critical revenue-generating and hospitality position that will oversee an external-facing department consisting of both full- and part-time employees. Principle responsibilities and duties include, but are not limited to: Overseeing ticketing operations including season, performance, and special event build and management in Tessitura and on the organization’s website; reporting and daily sales and financial management tracking; reconciliations; and development and implementation of box office policies. The Director should expect to work some box office shifts, including on occasional weekends and evenings. This position works closely with the organization’s rental program to ensure ticketing is available when requested by partners. Overseeing front-of-house operations including house management, parking, and bar/concessions; set policies; manage customer relations, including resolving complaints; ensure safety for guests; and create a hospitality- forward environment. Supervising three full-time departmental staff and indirectly supervising up to 10 additional part-time (hourly) employees working across house management, the parking lot, bar/concessions, and box office. This includes setting and managing departmental schedules and calendars and submitting bi-weekly payroll. Serving as in-house “expert” with Tessitura and participating with the local Tessitura consortium (attend cohort meetings, participate in trainings, serve on committees, etc). Working closely with marketing, finance, and development departments to provide reporting, data, and other functions needed for their success and daily operations. This can include building discount codes, pulling lists, collaborating on subscription planning, reconciling deposits and transactions, and assisting with gift entry and other fundraising tasks within Tessitura. Serving on the senior staff team to ensure that patron experiences and relationships (along with departmental staff needs) are represented and advocated for in organizational strategy.

Requirements

At least five (5) years of dedicated and successful experience working in ticketing or audience services.
Be passionate about customer service and patron satisfaction.
Experience working in a CRM, preferably Tessitura.
Love data and what it can teach us to grow audiences and revenue.
Responsiveness, reliability, and thoroughness.
Diplomacy, discretion, and a commitment to confidentiality as this position will work closely with sensitive information about patrons and organizational finances.
Be ethical and trustworthy.
Ability to collaborate, and build rapport, with team members and stakeholders from a wide variety of backgrounds, work-styles, and professional experiences.
Strong communication skills.
Politeness.
Patience.
Be affable with customers, artists, and your colleagues.
Be a leader.
Proficiency in Microsoft Office suite and Office 365 – including Outlook, Excel, PowerPoint, Word, and SharePoint – and comfort with web-based software, including project management technology.
Ability to initiate, self-start, multi-task, problem-solve, and meet deadlines with strong attention to detail.
A commitment to collaboration and the organization’s values, which include a dedicated focus on Equity, Diversity, Inclusion & Accessibility.
Engage in professional training and self-reflection related to the organization’s anti-racism commitments.
Humor and humility are useful tools for any frontline theater staff member, as is a willingness and ease in meeting and conversing with individuals from diverse backgrounds in a confident, professional manner.
An enthusiasm for the arts and artists.
Love the work.
Position requires operation of computers and other office equipment in a stationary position, frequent movement in the theater and box office during events and performances, and occasional evenings and weekends, reflective of the dynamic schedule of the theatre.
Ability to work most hours onsite (some work-from-home opportunities are possible if/when coordinated around performance and box office hours). Therefore, must be local to Pittsburgh upon commencement of full-time duties.
Current with all CDC-recommended and eligible COVID-19 vaccines and boosters.

Responsibilities

Overseeing ticketing operations including season, performance, and special event build and management in Tessitura and on the organization’s website
Reporting and daily sales and financial management tracking
Reconciliations
Development and implementation of box office policies
Overseeing front-of-house operations including house management, parking, and bar/concessions
Setting policies
Managing customer relations, including resolving complaints
Ensuring safety for guests
Creating a hospitality- forward environment
Supervising three full-time departmental staff and indirectly supervising up to 10 additional part-time (hourly) employees working across house management, the parking lot, bar/concessions, and box office
Setting and managing departmental schedules and calendars and submitting bi-weekly payroll
Serving as in-house “expert” with Tessitura and participating with the local Tessitura consortium (attend cohort meetings, participate in trainings, serve on committees, etc)
Working closely with marketing, finance, and development departments to provide reporting, data, and other functions needed for their success and daily operations
Serving on the senior staff team to ensure that patron experiences and relationships (along with departmental staff needs) are represented and advocated for in organizational strategy.