Director of Patron Services

ESSENTIAL RESPONSIBILITIES INCLUDE:

Direct all aspects of Utah Symphony | Utah Opera ticket sales and customer service operations, ensuring an outstanding patron experience and a continued trajectory of growth in sold ticket volume and revenue.
Lead, supervise, motivate, and mentor Patron Services staff, fostering a culture of excellence and stimulating professional growth. Establish clear performance goals and expectations, both for the Patron Services office and for individual staff members.Collaborate with senior leadership to set ticket sales projections and monitor pacing toward goals.
Participate in campaign planning meetings and review marketing assets and other public-facing communications, with an eye toward clarity and patron experience.
Develop pricing strategies and seat scaling to increase sold capacity at USUO venues and maximize ticket revenue. Identify opportunities for new ticketing initiatives, promotions, or packaging to expand audience reach and drive sales.
Share ticket sales reports and actionable insights with the Marketing, Communications, & Patron Services team. Propose adjustments for marketing/PR exposure as needed to meet sales goals.
Develop high-level, long-term patron engagement strategies that move USUO patrons up the loyalty ladder—from single-ticket buyers, to multi-ticket buyers, to subscribers, to donors.
Together with Sales & Engagement Manager, oversee outbound campaigns, supporting the development of strategies to reach revenue goals and cultivate strong relationships with patrons.
Track and report on key metrics for audience development including total sales revenue, venue capacity utilization, new-to-file ticket buyers, audience retention, average paid ticket price, and revenue per available seat.
Provide ticketing and revenue reports for finance department, guest artist managers, venue partners, and other stakeholders as needed. Manage post-performance revenue reconciliations.
Coordinate with IT and ticketing software vendors to implement new functionality, updates, and integrations, with the goals of improving user experience and increasing sales; troubleshoot technical issues on ticketing platforms when needed.
Build and manage USUO’s performance season in the ticketing and CRM system (Tessitura), including event creation, subscription packages and renewals, seating charts, pricing zones, and seat holds.
Uphold a standard of concierge service for USUO patrons; ensure that patron interactions are timely, friendly, and helpful—building customer affinity for the organization and strengthening relationships with the communities USUO serves. Handle escalated patron interactions when necessary.
Set, follow, and execute USUO’s employee ticketing policy and ensure appropriate and strategic distribution of complimentary tickets.
Collaborate cross-departmentally to support ticketing and customer service needs across the organization.
Act as the primary liaison for ArtTix and the Salt Lake County arts consortium.
Research and implement innovative ideas and best practices related to ticket sales, operations, and customer service; cultivate relationships with colleagues at peer organizations across the country to collect sales data, stay informed on industry standards, and explore new opportunities.
Oversee ticketing operations at events, in rotation with other Patron Services leadership.
Other duties as needed and assigned.

DESIRED EDUCATION/EXPERIENCE/SKILLS:

Bachelor’s degree in sales, management, or a related field.
5-10 years of progressive leadership roles in sales or customer service, preferably in a performing arts or cultural organization; proven experience exceeding earned revenue goals, building positive customer relationships, and leading high-achieving teams.
Minimum of three years’ supervisory experience, with the ability and enthusiasm to lead, mentor, empower, and challenge professional staff, including both full-time and part-time team members.
Thorough understanding of pricing strategies, sales metrics, and tracking tools, especially pertaining to the performing arts.
Competency with Tessitura ticketing and CRM system highly preferred.
Strong interpersonal and customer service skills; team-oriented, flexible, positive, and personable attitude, with a willingness to learn, innovate, and continually strive for excellence.
Ability to foster a spirit of collaboration and teamwork across the Marketing, Communications, and Patron Services department and with USUO departments.
Excellent verbal and written communication skills, with a sharp eye for detail.
Ability to prioritize, problem solve, work under pressure, and meet deadlines; comfortable training and delegating to other team members as needed in order to maximize efficiency.
Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
Flexibility to work evening and weekend events to oversee ticketing operations, in rotation with other Patron Services leadership.
Knowledgeable and passionate about symphonic music and opera; dedication to USUO’s mission is a must.

PHYSICAL REQUIREMENTS:

Ability to twist, bend, reach, and lift up to 30 pounds
Prolonged periods of remaining stationary and working on a computer.