Patron Services Manager

Career Opportunity – Patron Services Manager – Cincinnati OperaThe Patron Services Manager is a full-time position responsible for delivering excellent customer service, accurate and timely transaction processing, deepening patron engagement, and cultivating a high-performance culture in the box office. The Patron Services Manager has an eye toward continual process improvement and ensures best-in-class guest services. This position requires accuracy and a willingness to learn, embrace industry best practices, and to approach our work with an innovative, forward-leaning bent. The Patron Services Manager reports to the Director of Patron Services & Insights and works with the Philanthropy and Marketing Teams to ensure best-in-class patron experience and engagement.Roles and ResponsibilitiesModel and lead a patron-centered, high-performance culture in the box officeEnsure superior service to all patrons; resolve guest complaints and queries in a prompt mannerHire, supervise, schedule, and provide ongoing training to seasonal part-time Customer Service Representatives (March through July)Manage the box office throughout the season and at all performances, plus select events throughout the yearManage incoming box office phone line and messagingAssist Director of Patron Services & Insights with ticketing set-up in Tessitura (event creation, promotions, ticket text, price types, reporting, etc.)Assist various departments with preparations for special events, lead generation, and engagement activitiesEnsure integrity of daily processing and balancing of all ticketing payments and assist with development activities, which may include the handling of gift payments as well as the confidentiality, proper handling, security, scanning, filing, and disposal of all sensitive materials in accordance with company standardsEnsure accurate and timely data and payment processing of subscription orders, and assist as needed with gift entry, acknowledgements, pledge reminders, and other data processing needs for both Philanthropy and Marketing TeamsParticipate in Tessitura (CRM) user group meetings and play a lead role in maintaining data integrity and regular updatesOther duties as assignedPhysical Requirements/Work EnvironmentThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee may need to lift and/or move up to 25 pounds. The employee must be able to work evenings, weekends, and travel locally.The position requires work in an office setting.