Manager of Audience Services

Pittsburgh Opera

Pittsburgh, PA

Work Location: Hybrid: remote & office


  • Full Time
  • Pittsburgh, PA (Remote)
  • Work Location: Hybrid: remote & office
  • Opera
  • $50,000.00
  • $65,000.00

Website Pittsburgh Opera

Pittsburgh Opera is seeking an organized, conscientious, unflappable individual to be our Manager of Audience Services.

This person is a key patron-facing liaison who must help patrons with all kinds of ticketing needs. The Manager of Audience Services is responsible for managing Pittsburgh Opera’s subscription sales campaigns, VIP Ticket Concierge services, and customer service issues. They set up all performances and ticket packages in our Tessitura ticketing software and on our ticketing website They maintain a ticket sales report for Senior Staff; interface daily with Pittsburgh Opera’s Development Department, and act as the primary liaison with related staff at the Benedum Center and Pittsburgh Cultural Trust.

The position reports to Pittsburgh Opera’s Director of Marketing & Communications.

Essential Duties & Responsibilities

As Pittsburgh Opera’s key person for patron’s ticketing and customer service needs:

• Serves as primary liaison with Benedum and other venue ticketing staff day-to-day and at performances (typically six operas with four performances each per year). Provides materials and training to box office staff on the operas, special offers, etc.
• Oversees the subscription campaign including online, phone, mail, and on-site procedures; plans and implements split-pay and other special offers for subscribers.
• Formulates recommendations for upselling subscribers, converting single ticket buyers into subscribers, and increasing telemarketing sales.
• Demonstrates a detailed knowledge of the Benedum Center seating arrangements and all patron services provided by the theater, as well as all other Pittsburgh Opera performance venues.
• Establishes and implements the Opera’s policy and procedures on returns, exchanges, and refunds, exercising discretion about special circumstances.
• Recommending any ticketing price changes which may benefit Pittsburgh Opera, including base ‘list’ prices, appropriate discounts, and dynamic pricing.
• Exercises independent judgment in determining how seats are to be assigned, whether or not complimentary tickets are granted, and which seats are held back for last-minute VIP requests.
• Collaborates with Group Sales Manager on which blocks of seats can be held for various groups, and other ticketing promotions and initiatives.
• Demonstrates a basic knowledge of the operas being presented, to ensure informed discussions with patrons and other constituents.
• Collaborates regularly with the Development Department for projects related to both donors and ticket holders.
• Oversees performance-related email communications such as performance reminders and post-performance surveys. Creates surveys, reviews results, responds to patrons or escalates issues as needed.
• Listing and fulfilling ticket orders with third party ticketing platforms (e.g. SeatStir, GoldStar, VetTix, etc.)

As Pittsburgh Opera’s primary liaison with the Ticketing, Customer Service, and Information Systems & Technology Services (ISTS) staff at the Cultural Trust:

• Creates and updates all necessary ticket reports including subscriptions, single and group tickets, online sales, customer trends, and so on.
• Plans online subscription campaign and reviews online systems to ensure accuracy and functionality.
• Stays on top of updates and new developments in Tessitura and related technologies to maximize its benefits for Pittsburgh Opera.
Other internal duties:
• Fosters an organizational focus on increasing customer satisfaction and sales.
• Proactively manages integrity of Tessitura database.
• Provides input to organization-wide decision-making as required, including budget preparation, ticketing revenue forecasting, and tracking.
• Collaborates with Digital Marketing Manager on email marketing lists/tags/segments for patron communications such as our weekly enewsletter, ensuring custom content gets delivered to the correct groups of recipients
• Prepares mailing lists as needed for marketing mailings.
• Assigns and coordinates ticketing staff members and volunteers for processing renewals, new subscriptions and telemarketing orders, managing ticket mailings, and sending purchase acknowledgements.
• Serves as primary liaison with Finance Department for sales reconciliations.
• Other duties as needed.

• A minimum of 3 years experience in ticketing and/or database work and a proven track record in planning and implementing campaigns.
• Previous customer service-related work experience.
• Mature and unflappable temperament, superb interpersonal skills.
• The ability and willingness to work independently
• Organized, with the ability to manage multiple, competing tasks and prioritize time-sensitive assignments
• Ability to problem solve with multiple internal and external constituencies
• Track record of exercising good judgment and initiative
• Excellent written and verbal communication skills.
• Experience and passion for performing arts environment.

Helpful, but not required

• Previous experience with Tessitura software strongly preferred
• Previous experience with HubSpot software
• Pre-existing knowledge of opera

Salary and Benefits

• The position is full-time exempt. Salary range is $50,000-$65,000, based on experience and demonstrated skills.
• Benefits include medical, and vision; paid vacation and holidays.

Pittsburgh Opera is a tax exempt 501(c)(3) organization and is an Equal Opportunity Employer.

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