Patron Services Assistant Manager
About The Position
The Patron Services Assistant Manager serves as a key leader within the Patron Services department, supporting ticketing operations, patron experience, subscription management, audience retention, and front-of-house services. This position works closely with the Patron Services Manager to ensure exceptional customer service, maximize ticket revenue, strengthen subscriber relationships, and support organizational earned-income goals. As a working manager, the Patron Services Assistant Manager provides direct patron support while assisting with staff supervision, CRM administration, subscription fulfillment, performance operations, and patron communications. The role serves as Manager-on-Duty for designated performances and events and acts as a primary resource for patrons and subscribers.
Requirements
- 3 years of experience, or combination of education and experience, in ticketing, patron services, customer service, hospitality, arts administration, or a related field.
- Experience working with CRM and ticketing systems, Tessitura experience preferred.
- Strong written, verbal, and interpersonal communication skills.
- Ability to analyze patron needs and recommend appropriate ticketing solutions.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities and deadlines in a fast-paced environment.
- Proficiency in Google Suite and similar applications.
- Ability to work evenings, weekends, and select holidays based on performance schedules.
Nice To Haves
- Experience working in a similar organization or subscription-based venue preferred.
Responsibilities
- Provide exceptional customer service to patrons in person, by phone, email, and online.
- Process subscriptions, single tickets, exchanges, donations, group sales, vouchers, and special ticket requests.
- Resolve patron concerns and ticketing issues professionally and efficiently.
- Assist with daily Box Office operations, including opening and closing procedures, payment reconciliation, and sales reporting.
- Maintain thorough knowledge of productions, pricing structures, seating inventory, patron policies, accessibility services, and theater programs.
- Support ticket sales goals through upselling, package recommendations, and patron engagement initiatives.
- Ensure accurate implementation of discounts, promotions, and special offers.
- Serve as a primary point of contact for subscribers and package holders.
- Proactively communicate with subscribers regarding package benefits, deadlines, special events, and policy updates.
- Coordinate subscription renewals, upgrades, exchanges, and package modifications.
- Assist with subscriber acquisition and retention campaigns in partnership with the Marketing department; monitor patron activity for opportunities for improved retention.
- Maintain the integrity of the organization's CRM and ticketing database, assisting with reporting, event setup, package and pricing setups, and other database maintenance and improvement tasks.
- Serve as a leader on the Patron Services team, including coaching staff members, assisting with hiring and training, and acting as department lead when the Patron Services Manager is unavailable.
- Before and during performances, collaborate with colleagues to ensure a seamless patron experience, including supporting accessibility needs and special requests.
- Serve as Manager-on-Duty for assigned performances and special events.
- Manage Will Call operations and resolve seating or ticketing concerns during performances.
- Other duties as assigned.
Benefits
- Medical benefits, including health, dental and vision available 1st day of month following hire
- Generous paid time off policy
- 403(b) retirement plan with employer match
- Complimentary tickets to all PCS productions
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
