The Atlanta Opera
Atlanta, GA
US

DESCRIPTION

About us

At the Atlanta Opera, our mission is to break the boundaries of opera to create exceptional experiences for audiences everywhere. We are reimagining opera and building the major international opera company that Atlanta deserves. We are celebrating our 45^th anniversary as a thriving Atlanta arts organization with cultural relevance and historical context. We’re dedicated to raising the artistic quality of our Mainstage productions by attracting world-renowned singers, conductors, directors, and designers who seek to enhance the art form. Now is a great time to join an energetic and passionate team and help Atlanta, and the region, experience and enjoy this truly unique and timeless art form.

SUMMARY

The Patron Services Manager (PSM) is responsible for:

The management of the ticket services department including the supervision of full and part-time ticketing employees and providing exceptional customer service experience to patrons. Oversees all aspects of Tessitura, OTT, and site-specific CRM administration.

DUTIES AND RESPONSIBILITIES

Position responsibilities include, but are not limited to the following duties, in addition to other duties as assigned.

Patron Services Management

Oversees all activities of patron services working in coordination with the Director of Sales Marketing (DSM), Director(s) of Development DoD), and Director of Education & Community Engagement (DoE).

Supervises, hires, and trains Box Office Associates.

Devises and implements policies, procedures, and patron loyalty programs that maximize ticket revenue and annual fund donations while encouraging patron retention and ascension up the loyalty ladder.

Works with the DSM to devise a fully functional subscriber benefits system and patron experience.

Ensures patron services provides excellent customer service for ticket buyers by professionally directing and managing ticket ordering (phone, mail, fax, web, mobile, and in-person), processing and fulfillment, phone and message inquiries, and phone message lines.

Manages satisfaction of patron ticket issues and requests as quickly and courteously as possible.

Directs and manages the subscription ticketing process including order confirmations, seating, mailing ticket packages, and producing renewal invoices. Manages fulfillment of all subscriber ticket exchanges, upgrades, and donations; works closely with the DoD to fulfill special ticket needs of high-level contributors, cultivates, sponsors, and board members.

Supervises all aspects of the group sales campaign, helping to devise strategies, tactics, timelines, and measurement for group sales ticket revenue.

Oversees and facilitates the daily operations of the renewal and new acquisition subscription telemarketing campaigns; serves as day-to-day point of contact with telemarketing firm and manages in-house mini campaigns.

Tessitura Management

Oversees all aspects of Tessitura, OTT, and site-specific CRM administration.

Improves procedures and processes relating to database management that will ensure data integrity is maintained and reports are generated accurately.

Serves as checkpoint for quality control for all records, reports, lists, and data.

Responsible for cyclical buildout of all products and coordinating with departments of any changes.

Implement TNEW build outs and coordinate with Web Developer and marketing team to support transactional integrations between website and API plug-ins to Tessitura.

Assist with departments Tessitura lead with any projects or issues surrounding day to day use of Tessitura.

Stay current on all updates and advancements in Tessitura capabilities and functionalities and inform department leads of any impacts they may have on SOP’s.

Ensures all SOP’s related to Tessitura are maintained.

Perform system/database upgrades as needed.

Work with the department leads to ensure data entry policies are in compliance with policy.

Provide technical advice, training and analytics dashboards to department leads.

Provide Tessitura functionality expertise to support application users in the design and execution of lists, extractions, output sets and analytic dashboards.

Oversee data capture to proactively enable reporting and data analysis.

Assist as needed with departmental projects such as season setup and configuration, campaign and appeal setup and planning, event setup, and financial reconciliation.

Oversee the Tessitura contract hours with all departments and inform them of best use of hours, as well as advise on additional extended use of hours.

Work with the IT department to ensure that all hardware and server needs are up to date for any Tessitura advances.

Serve as lead communicator with Tessitura Consortium, Power Users, and account reps on any open tickets or technical requests.

Communicate with department leads of any requests and assist with project development.

Lead weekly meetings with departmental Tessitura leads and summarize any issues to the DSM and DoD.

Oversee all database tasks that relate to constituent transactions and data hygiene across platforms and products.

Research and implement new database systems as needed by various departments.

Maintain all Atlanta Opera database systems including but not limited to:

o Ticketing/Advancement/Tessitura

o Ticketmaster/CEPAC

o Vimeo OTT

o Apache/Web/WordPress

o Collections/TBD

o Square Reporting

o Event Specific systems

COMPETENCIES & QUALIFICATIONS

· Excellent written & oral communication and problem-solving skills.

· Strong organizational skills and attention to detail.

· Ability to meet deadlines and manage multiple projects simultaneously and efficiently.

· Proficiency in Microsoft Office software required.

· Strong Adobe Acrobat knowledge.

· Knowledge of or strong interest in opera preferred.

· Ability to work collaboratively with multiple departments.

MINIMUM REQUIREMENTS

· Bachelor’s degree or equivalent work experience.

· 5 years’ experience of box office management.

· Tessitura ticketing software with expert knowledge of TNEW and subscription experience required.

· Position requires evening and weekend obligations during the opera season.

· Ability to sit at a workstation for up to and over eight hours per day.

· Must be able to lift up to 25 pounds.

· Must perform the functions of the position in a safe manner.

SALARY

$50,000.00 – $70,000.00 per year

APPLY BY EMAIL

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