Patron Services Manager

Texas Performing Arts at The University of Texas at Austin

Austin, TX

Work Location: Hybrid: remote & office

Performing Arts Center

  • Full Time
  • Austin, TX (Remote)
  • Work Location: Hybrid: remote & office
  • Performing Arts Center
  • $48,000
  • $52,000

Website tpapresents Texas Performing Arts at The University of Texas at Austin

About Texas Performing Arts:

Texas Performing Arts (TPA) is the professional arts presenting and producing program of The University of Texas at Austin. One of the largest and most active university-based performing arts centers in the U.S., TPA is an anchor institution in Austin’s arts, cultural, and entertainment landscape. TPA operates venues on the UT campus including Austin’s largest theater, Bass Concert Hall. Its public programs include Broadway in Austin; a curated season of international dance, theater, and music; and presentations of national touring artists. TPA is an integral unit of UT’s College of Fine Arts and engages students across the university.

Job Description:

The Patron Services Manager provides exceptional customer service to Concierge-level members of the Texas Inner Circle membership program and other VIPs. Reporting to the Director of Ticketing & Guest Services, the position also manages the Texas Inner Circle Lounge and can serve as the Ticket Office Manager or Assistant Ticket Office Manager at assigned Texas Performing Arts events.

To apply for the Patron Services Manager position at Texas Performing Arts, please visit https://utaustin.wd1.myworkdayjobs.com/UTstaff/job/UT-MAIN-CAMPUS/Patron-Services-Manager–Texas-Performing-Arts_R_00021412.

Cover letter, references, and a resume required to apply.

Responsibilities:

• Ticket Concierge: Provide exceptional customer service to Texas Inner Circle (TIC) Concierge-level donors and TPA sponsors. Process ticket requests and coordinate subscription inquiries. Refer non-ticketing TIC inquiries to the development team. Process ticket requests for other VIPs including the Executive & Artistic Director, Development team, College of Fine Arts Dean’s office, and University leadership. Work with the Associate Director of Ticketing to manage ticket inventory and holds.

• Membership Management: Manage TIC Concierge-level membership support in the ticketing system in collaboration with the Development team. Ensure proper payment processing, database management, CRM implementation, and reporting is seamless between Development and Ticketing teams. Collaborate with the Associate Director for Development on member communications to ensure timely correspondence.

• Event Operations: Oversee TIC Member Lounge set up, maintenance, operations and staffing with the Associate Director of Guest Services and the Development team. Provide Paciolan and Archtics TIC lists for Lounge admission. Implement special Lounge setups when needed. Manage guest check-in at special events. Provide frontline, hands-on customer service at private and public ticketed events as scheduled, including serving as the overall ticket office manager or assistant manager for events.

• Perform other related functions as assigned. This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described.

Required Qualifications:

• Bachelor’s degree and 3 years’ relevant experience.
• Ticketing experience in a performing arts, entertainment, events, or athletics venue.
• Demonstrated experience using an enterprise-level professional event ticketing system such as Paciolan, Tessitura, or Ticketmaster.
• Demonstrated experience using a constituent relationship management (CRM) system such as Salesforce.
• Demonstrated passion for delivering memorable guest experiences and creating a culture of hospitality.
• Demonstrated management-level proficiency with ticketing systems and processes including inventory management, sales, membership, and donations.
• High level of proficiency with office technology such as Excel, PowerPoint, Word, Outlook, Slack, and Zoom.
• Effective Communications: Demonstrated understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Accuracy and Attention to Detail: Demonstrated understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
• Service Excellence: Demonstrated knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Problem Solving: Demonstrated knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
• Relevant education and experience may be substituted as appropriate.
• Must be authorized to work in the United States on a full-time basis for any employer.

Preferred Qualifications:

• Experience managing VIP ticketing in a performing arts, athletics, or events venue.
• Experience with ticketing and VIP lounge operations in an organization that focuses on member services.
• Demonstrated experience with key guest service concepts including service strategy design, exceptional service delivery, and recovery from service failures.
• Experience in a large, complex, or public organization such as in institution of higher education or similar setting.
• More than the minimum required years of experience.
• Technical skills including database management, data analytics, dashboard creation, and report writing.
• Fluency in a language other than English.
• Experience managing part time and student employees.
• Interest in and strong commitment to the mission and programs of Texas Performing Arts.
• Familiarity with Texas Performing Arts venues; familiarity with Austin-area venues.
• Demonstrated commitment to diversity, equity, and inclusion in past work roles.
• Relevant professional education or credentials.

Driving Required

This job requires a driver’s license. If not currently a Texas resident, a Texas driver’s license must be obtained within 30 days of becoming a Texas resident.

Salary Range

$48,000-$52,000

Working Conditions

• This position is based in Austin, Texas. This position is eligible for a Flexible Work Arrangement (FWA), a combination of on-campus and remote work. FWAs are subject to manager approval and may be adjusted due to changes in business needs.
• Repetitive use of a keyboard at a workstation. Prolonged screen time.
• Physically able to lift and carry objects up to 40 pounds.
• Works independently and unsupervised on a regular basis.
• Work collaboratively as member of a team with people of varied backgrounds.
• Work with sensitive and confidential information, under pressure of rigid deadlines and time limitations, and with overlapping projects.
• Accept supervision.
• Maintain professional demeanor.
• Regular and punctual attendance at workplace with flexibility for early morning, evening and weekend work related to performances and special events.

Work Shift

• Standard 8am – 5pm office hours.
• Early morning, evening and weekend work is required in relation to performances and special events. A compensatory time program is provided.
• Occasional work-related travel may be required.

Required Materials

• Cover letter detailing interest in and qualifications for this specific opportunity.
• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor. References will not be contacted without prior approval of the candidate.
• Work samples may be requested if applicant advances to the interview stage.

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Why Join Texas Performing Arts?

This position offers the opportunity to be part of a nimble and ambitious team that thrives on creativity, collaboration, and strategic thinking. Your work will contribute to advancing the arts at one of the best universities in the world and in one of the most exciting cities in America. By creating opportunities for people to come together through live performance, your skills will create innovative learning, engage communities, and make lifelong memories for audiences.

This position is eligible for a Flexible Work Arrangement (a combination of on-campus and remote work) and receives UT Austin’s generous benefit package, including 100% employer-paid basic medical coverage, retirement contributions, paid vacation and sick time, and paid holidays.

Texas Performing Arts welcomes and respects all individuals and communities by valuing and consciously maintaining awareness of diverse perspectives and experiences. We believe inclusivity is critical to fostering excellence in all of our endeavors, and we promote diversity in our recruiting, hiring, and retention practices.

To learn more about Texas Performing Arts and this opportunity, please visit: https://texasperformingarts.org/about-us/employment

To apply for this job please visit utaustin.wd1.myworkdayjobs.com.