Patron Services & Database Senior Manager

Rice University•Houston, TX

2d•$70,647 - $80,000•Onsite

About The Position

The Shepherd School of Music at Rice University seeks a highly motivated, customer-focused professional to lead patron services and box office operations, including management of the Tessitura database. The position oversees patron services in coordination with the Senior Director of Marketing and Communications, with the goal of building sustainable patron relationships and revenue. The school hosts more than 400 performances each academic year. Its 2026–2027 season includes approximately 25 ticketed performances, with reserved-seating and general-admission events and pricing ranging from free admission to standard single-ticket sales. Subscription packages and fundraising are not currently managed through Tessitura. The role combines hands-on, on-site box office management and customer service with Tessitura administration, database integrity, staff training, reporting, and process improvement. The position requires evening and weekend work, especially during the academic year, and the ability to sit or stand at a workstation for up to four hours at a time. It is an on-site, full-time, benefits-eligible, exempt position. The proposed salary is $70,647.48–$80,000 annually, commensurate with experience and qualifications.

Requirements

Bachelor's degree; additional related experience above the stated requirement may substitute for education on an equivalent year-for-year basis.
At least 3 years of experience using the Tessitura database in ticketing management, box office, and patron services.
Tessitura knowledge in 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, primarily in ticketing and database management.
Excellent written, verbal, and interpersonal communication skills.
Ability to make sound decisions that strengthen patron relationships, using business judgment and creative problem-solving.
Ability to manage multiple projects simultaneously while meeting deadlines.
Strong attention to detail and ability to review work for accuracy.
Excellent planning, organizational, and analytical skills.
Ability to manage financial, organizational, and staff resources.
Ability to work evenings and weekends, 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.
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.
Coordinate donor and VIP ticket requests and departmental seat holds with Shepherd School leadership.
Collaborate on 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.
Stay current on Tessitura updates and enhancements and identify opportunities 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.