Patron Services & Database Senior Manager

Rice University • Houston, TX

1d • Onsite

About The Position

The Shepherd School of Music at Rice University seeks a highly motivated, customer-focused professional to oversee patron services, box office operations, and administration of the Tessitura database. Working in coordination with the Senior Director of Marketing and Communications, the role aims to build long-term patron relationships and revenue. The school hosts more than 400 performances each academic year. Its 2026–2027 season includes approximately 25 ticketed performances, with both reserved seating and general admission and pricing ranging from free admission to standard single-ticket sales.

The position manages on-site box office operations and all aspects of Tessitura administration, supports and trains Tessitura users, and maintains processes that protect data integrity. It also facilitates data exchange with Rice University’s OwlConnect/Blackbaud fundraising software and supports ticketing compliance, reporting, patron communications, sales analysis, and ticket-purchase processes. The successful candidate is positive, patient, friendly, organized, detail-oriented, and comfortable both engaging with concertgoers and managing daily box office operations.

This is an exclusively on-site, full-time, benefits-eligible salaried position. Evening and weekend hours are required, especially during the academic year. The role requires the ability to sit or stand at a workstation for up to four hours at a time. The proposed annual salary is $70,647.48–$80,000, commensurate with experience and qualifications. The position is exempt from overtime under the FLSA.

Requirements

• Bachelor's degree, or additional related experience above the required amount may be substituted on an equivalent year-for-year basis.
• At least 3 years of experience using the Tessitura database in a ticketing management, box office, and patron services role.
• Tessitura knowledge covering constituent record management, data hygiene, system tables, security, facility builds, price zones, production elements and performances, pricing, modes of sale, offer setup, TNEW, and advanced ticket-order processing.
• Strong knowledge of Tessitura, particularly ticketing and database management.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to make sound decisions that reinforce and strengthen patron relationships, using business judgment and creative problem-solving.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Strong attention to detail and ability to review work for accuracy.
• Excellent planning, organizational, and analytical skills.
• Demonstrated ability to manage financial, organizational, and staff resources.
• Ability to work evening and weekend hours, especially during the academic year.
• Ability to sit or stand at a workstation for up to four hours at a time.

Nice To Haves

• At least five years of experience in ticket sales and customer service.
• A passion for the performing arts.

Responsibilities

• Oversee patron services and box office activities in coordination with the Senior Director of Marketing and Communications.
• Develop and implement ticketing policies, procedures, and programs that encourage patron retention and loyalty.
• Manage on-site box office operations for Shepherd School performances.
• Manage ticket ordering, processing, fulfillment, phone and email inquiries, and voicemail systems while providing exceptional customer service.
• Recommend solutions and resolve patron issues promptly and courteously while maintaining customer satisfaction.
• Coordinate with Shepherd School leadership on donor and VIP ticket requests and departmental seat holds.
• Collaborate on review of patron communications related to Shepherd School performances.
• Prepare and review ticket-sales reports for accuracy and efficiency.
• Independently administer Tessitura, including season, event, pricing, and offer setup.
• Onboard and train Shepherd School staff who use Tessitura.
• Create and maintain processes and procedures that ensure data integrity.
• Facilitate a bimonthly custom data import/export process between Tessitura and OwlConnect/Blackbaud.
• Oversee compliance with applicable policies and regulations, including ADA-compliant ticketing practices and PCI requirements.
• Keep current with Tessitura updates and enhancements and identify ways to improve patron engagement and administrative efficiency.
• Perform system and database upgrades and manage related equipment, including ticket scanners, BOCA ticket printers, and EMV credit card devices.
• Support Tessitura users in developing and executing lists, segmentations, output sets, and analytical dashboards.
• Monitor sales activity and recommend revenue opportunities and inventory-management practices to the Senior Director of Marketing and Communications.
• Manage complimentary-ticket processes for faculty, staff, and students, including communications and activity tracking.
• Partner with the Marketing and Communications team to streamline and test the TNEW ticket-purchase process.
• Assist the Marketing and Communications team in promoting Shepherd School performances and activities.
• Perform other duties as assigned.

Benefits

• Benefits-eligible position.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior