Patron Services Manager

  • Job Reference: 00002112-1
  • Date Posted: 8 January 2022
  • Company: Oregon Children's Theatre
  • Location: Portland, Oregon
  • Salary: On Application
  • Sector: Nonprofit
  • Job Type: Permanent

Job Description

JOB DESCRIPTION

The Patron Services Manager will oversee all patron interactions including but not limited to; public ticket holders, school services, volunteers, and outreach. This position is an administrative position, which contributes to implementing the vision of the marketing and artistic teams by providing exemplary service to the public and support to the staff.

The Patron Services Manager will implement strategic patron service initiatives that will help drive sales, provide an outstanding experience for all guests and volunteers, and lead with equity to ensure all patrons experience the joy of theatre.

This position will require some evening and weekend shifts at a variety of venues.

EQUITY AND ANTI-RACISM WORK

Every OCT employee is engaged in our mission of ongoing equity and anti-racism work. In order to truly serve all patrons, it is required that the Patron Services Manager engages with equity work at OCT and applies that learning to all Patron Services initiatives.

SUCCESSFUL CANDIDATES WILL EXHIBIT THE FOLLOWING SKILLS AND COMPETENCIES:

  • At least three years of experience working in a customer service environment. Ticketing experience preferred, but not required
  • At least two years experience managing a team of up to five Patron Services support staff

  • Strong interpersonal and excellent customer service skills

  • Excellent project management skills with the ability to see projects successfully to their conclusion

  • Excellent oral and written communication skills

  • Some experience in management accounting, sales reporting, and analysis is preferred, but not required

  • The ability to exercise independent judgment, make decisions of significance when helping patrons with varying needs, managing team, among other duties

  • Excellent time management skills, and the ability to adapt and be agile to a fast-paced, ever-changing environment

  • Ability to work with and learn a variety of software applications, including the Patron Manager system and MS Office

  • Ability to work with people in the public setting as well other settings with a positive attitude and with care

MAJOR FUNCTIONS AND RESPONSIBILITIES

BOX OFFICE MANAGEMENT

  • Lead the Patron Services team, managing quality control, time management, professional development, shift coverage, and other associated team management activities
  • Lead and train the Patron Services team in facilitating all aspects of ticket distribution using a variety of digital platforms, including, but not limited to, Patron Manager, MS Office Suite, and Monday.com

  • With a deep understanding of OCT's strategy, drive sales through exemplary service

  • Maintain thorough working knowledge of the ticketing software and ticketing policies

  • Work closely with and support the Management Associate with associated duties including but not limited to; reporting on sales activities, contributing to defining sales and associated metrics

  • Build events in OCT's ticketing system, including but not limited to; the full season of shows and additional performances and workshops from other departments

  • Assist in daily, weekly, and monthly reporting both internally and to our venues, as necessary

  • Answer phones, emails, and walk-up ticket orders promptly

  • Working with Leadership Team to design and implement a Front of House process centering patrons and streamlining the Patron Experience at all venues; including on-site management of mobile box office operations, especially load-in, strike, and House Management

SCHOOL SERVICES

  • Lead the Patron Services Team in booking, invoicing, and following up on payment deadlines for school field trips
  • Maintain the school marketing list and lead the Patron Services Team in a rotating update of the list

  • Schedule Patron Services coverage for all school field trips

VOLUNTEER MANAGEMENT

  • Cultivate, nurture, and maintain positive relationships with the volunteer base
  • Schedule and communicate with volunteers about shifts and coverage, as needed

  • Work with Marketing and Executive Leadership to develop and execute a recruitment strategy to fill the volunteer program

  • Work with the Operations team to implement a comprehensive volunteer management system

OUTREACH

  • Using an equity centered lens, the Patron Services Manager works with non-profit organizations and groups to provide tickets for families who would be otherwise unable to attend OCT performances

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

  • May be required to work evenings, weekends, or holidays, and travel to off-site meeting locations
  • Must be able to exert up to 50 pounds of force occasionally and/or up-to 10 pounds of force frequently, to lift, carry, push, pull or otherwise move objects. Physical accommodations possible for applicants with limited mobility

  • All staff are required to have received a Covid-19 vaccination, wear masks at OCT locations, and observe social distancing of 6' when indoors. This role will have on-site work

COMPENSATION AND BENEFITS

  • Full-time, exempt
  • $40,000-$50,000 per year, depending on experience

  • Paid holidays, vacation, sick, and personal leave

  • Employer-sponsored 403b, no employer match currently

  • Employer-paid medical and dental insurance for employee

  • Discounted tickets and acting academy class tuition

APPLICATION PROCEDURES

Please submit your resume and a 1-2 page statement/cover letter via HiringThing. In your statement/cover letter please speak to what excites you about taking on this role as well as your approach to equity, diversity, and inclusion. How will these values come through in how you perform this role.

Priority deadline January 19th, 2022 @ 11:59 PM PST with the desired start date of February 14th, 2022.

ADDITIONAL INFORMATION

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. Oregon Children's Theatre provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, and transfer, leave of absence, compensation, and training.

THE ORGANIZATION

The mission of Oregon Children's Theatre is to create exceptional theater experiences that transform lives. We believe theater and storytelling can educate, empower, inspire, and entertain in remarkable ways. Our vision is that all children, families, and communities have opportunities to learn and grow through theater and the arts. We approach all our work with respect for the intelligence and creativity of children.

OCT is the region's largest non-profit performing arts company for young audiences. For 30 years, we have provided professional arts and arts education programs in Oregon & SW Washington. Over a typical season, we reach over 120, 000 children and families through stage productions, school performances and residencies, and theater classes. Applicants are encouraged to visit our website (www.octc.org) to learn more about our mission and programs.

ADVANCING INCLUSION

OCT believes communities are stronger when they are diverse, and we are committed to building a creative and dynamic workplace with that in mind. We are an equal opportunity employer and strive to promote equity in our hiring practices inclusive of race, color, national or ethnic origin, religion, sex, class, age, gender identity or expression, sexual orientation, and disability status. We recognize that OCT has been historically staffed by predominately white and able-bodied people. We especially encourage applications from those who bring us new perspectives and lived experiences, candidates of traditionally underrepresented identities, and those who will advance our goals of equity, diversity, and inclusion. We welcome requests for accommodations during the application or employment process.

Note: Priority deadline was previously listed as December 20th, 2021 @ 5 PM PST with the desired start date of January 17th, 2022. This has been shifted to accommodate holiday schedules.