Jacob’s Pillow seeks a Patron Services Manager to manage all aspects of customer service and patron experiences in this year-round position. The Patron Services Manager is responsible for all aspects of the Box Office, including performance and event ticketing and a large volunteer program. They work closely with all departments to ensure smooth, safe, and fulfilling experiences for patrons visiting the Pillow at both on- and off-site events.
Box Office Management
In centralized ticketing/donor database, build the houses for all performances (120+), inputting held seats, pricing and promotions, building print-at-home tickets, and all promotional web sales content
Serve as a call center representative during the member presale (Feb-Mar), providing superior customer service on phone, in person, and via online sales, assisting customers in making educated Pillow performance choices
Communicate regularly with departments to assess hold needs for performances including production holds, high level donor seating, The School faculty and student needs, Community Engagement program needs, and others
Assist Director of Operations and Systems with creation of database user guides and policies. Evaluate, test, and implement any ticketing-related database changes
Manage patron databases, correcting duplicate accounts, updating information, and working closely with the Development department to manage patron and donor information
Work with the Director of Marketing & Communications and Marketing department to:
Establish pricing and ticketing procedures and policies, contributing ideas for improvements
Maximize tickets sales and revenue by providing valuable feedback regarding marketing and promotional campaigns, sales-related issues, ordering and ticketing processes, and frontline communication with patrons
Work with Director of Finance to reconcile all departmental and ticket sales revenue. Implement and maintain accounting procedures, including accurate and timely:
Daily audit and performance reporting
Security of tickets, credit card information, cash, and receipts
Ticket sales reports and analyses
Resolve and track patron ticketing-related complaints
Develop manuals and training materials for presale and festival season needs
Work with Digital Content & Marketing Manager to manage all festival marketing email and trade lists
With Box Office Manager, manage special ticketing needs including artist, press, member, VIP, and promotional comps, working closely with all departments
Work with Office Manager and other staff to oversee Ticket Donation program including communication with requesting organizations and tracking voucher redemption
Manage and monitor firstname.lastname@example.org inbox
Theater Operations & Volunteer Program
Facilitate prompt curtain times by expediting show-time sales, will call pick-up, and standby list sales; assist Theatre Manager, Patron Services, and House Management Interns in resolving seating issues
Ensure box office policies are compliant with ADA regulations
Manage a safe and efficient transport service during the Festival season, between venues and parking lots.
Prior to arrival of Theatre Manager in February:
Begin preparations for Festival volunteer schedule, updating and disseminating the volunteer sign-up form and handbook, and setting up a system for the Theatre Manager to continue
Schedule volunteers for year-round and off-site events
Communicate regularly with other departments to assess volunteer needs for ad hoc projects, ongoing needs, and special events
Participate in managing the email@example.com inbox
Upon Theatre Manager arrival in February, be prepared to transition all volunteer program responsibilities, including training in Patron Manager and the scheduling system as needed
During fall, winter, and spring months, house manage for any special on- or off-site events, working with the Company Management, Marketing, and Production teams to build houses and ticketing, and determine and staff any usher or volunteer needs
To Apply: Please email cover letter, resume, and references to firstname.lastname@example.org, with “Patron Services Manager” in the subject line.
All inquiries and materials will be confidential. Please do not mail hard copies.
At least 3 years professional ticket services and customer service experience.
Deep knowledge of ADA compliance.
Experience managing staff and volunteers.
Highly detail-oriented and organized.
Ability to work in a fast-paced, demanding environment.
Experience with PatronManager and/or Tessitura ticketing software, strongly preferred.
Experience with facilities management, a plus.
About Jacob's Pillow
Founded in 1942, Jacob’s Pillow is the largest, longest running, and most comprehensive dance festival in the United States. Animated by its mission “to support dance creation, presentation, education, and preservation; and to engage and deepen public appreciation and support for dance,” The Pillow strives to identify outstanding new voices, showcase a wide spectrum of mid-career artists, and provide an artistic home for a handful of the most exceptional artists who return to the Pillow again and again to develop and present their work. In additional to its annual Festival featuring 65 national and international companies on three stages, the Pillow hosts companies and choreographers in the Pillow Lab, a comprehensive residency program for the creation of new work; runs a world renowned School for young dancers and choreographers; strives to build deep and relevant connections to local residents, artists, and stakeholders through a robust community engagement program; brings dance into local schools and communities; and is home to the Jacob’s Pillow Archives, which hold more 53,000 catalogued items such as rare films, photographs, documents and memorabilia, and extensive records o...f all the activities that have occurred at the Pillow since Ted Shawn founded it in 1933. Jacob’s Pillow has been described as “the hub and mecca for dancing in North America” (Time) and “the dance center of the nation, possibly the world,” (The New York Times). For its contribution to the cultural life in America, the Pillow was named a National Historic Landmark in 2003—the first and only dance entity to achieve this honor. In 2011, President Barack Obama honored Jacob’s Pillow with the National Medal of Arts Award in recognition of the Pillow’s “outstanding contributions to the excellence, growth, support, and availability of the arts in the United States.”