Director of Patron Services - Full Time

Jacob's Pillow Dance Festival, Inc.
Becket, MA Full Time
POSTED ON 11/9/2022 CLOSED ON 6/8/2023

Job Posting for Director of Patron Services - Full Time at Jacob's Pillow Dance Festival, Inc.

Jacob's Pillow seeks a Full Time Director of Patron Services to oversee all aspects of customer service and patron experiences. Manages all aspects of the Box Office and Front of House, including performance and event ticketing and large volunteer program. Works closely with all departments to ensure smooth, safe, and fulfilling experiences for patrons experiencing Pillow events on- and off- site, as well as virtually.
 
STATUS:  Full Time - Year Round - Exempt
COMPENSATION:  60,000 - 70,000
 
RESPONSIBILITIES:

Box Office Management
  • Builds or supervises building of houses for all performances and events (120 ), inputting held seats, handling pricing and promotions, building print-at- home tickets, and managing all promotional web sales content in centralized ticketing/donor database (Tessitura), 
  • Supervises and trains all call center representatives during the member Festival presale (Feb-Mar) and public sale (Apr-Aug), to provide superior customer service on phone, in person, and via online sales, to assist customers in making educated Pillow performance choices; take phone calls as necessary when volume requires.
  • Works with Marketing department to establish pricing and ticketing procedures and policies, contributing ideas for improvements and dynamic pricing strategy; maximizes tickets sales and revenue by providing valuable feedback regarding marketing and promotional campaigns, subscriptions and packages, sales- related issues, ordering and ticketing processes, and frontline communication with patrons; creates regular ticketing and patron reports to help assess marketing campaign efficiency.
  • Partners with Tessitura Administrator with creation of database user guides and policies. Evaluates, tests, and implements any ticketing-related database changes.
  • Manages patron databases, correcting duplicate accounts, updating information, and working closely with all departments to record and report on patron, donor, and participant information
  • Communicates regularly with departments to assess on-hold needs for performances.
  • Works with Director of Finance to reconcile all departmental and ticket sales revenue. Implements and maintains accounting procedures, including accurate and timely daily audit and performance reporting, security of tickets, credit card information, cash, and receipts, reconciling of reports, ticket sales reports and analyses, and end-of-season closeout.
  • Resolves and tracks patron ticketing-related complaints.
  • Develops manuals and training materials for presale and festival season needs.
  • Works with Digital Content and Marketing Manager to manage all festival marketing email and trade lists.
  • With Box Office Manager, manages special ticketing needs including artist, press, member, VIP, and promotional comps, working closely with all departments.
  • Works with Office Manager and other staff to oversee Ticket Donation program including communication with requesting organizations and tracking voucher redemption.
  • Manages and monitors boxoffice@jacobspillow.org inbox.
Theater Operations & Volunteer Program
  • Facilitates prompt curtain times by expediting show-time sales, will call pick-up, and standby list sales; resolves seating issues.
  • Ensures box office policies are compliant with ADA regulations. Guides policies for accessibility both in person and online including sales of accessible seating, access to EBT discounts, and mobility on campus.
  • Manages safe and efficient transport service during the Festival season, between venues and parking lots.
  • Oversees management of the Volunteer usher program and assigns appropriate staff for training, scheduling
  • Communicates regularly with other departments to assess volunteer needs for ad hoc projects, ongoing needs, and special events; participates in managing volunteer@jacobspillow.org inbox.
  • During fall, winter, and spring months, manages any special on- or off-site events, working with the Programming, Marketing, and Production teams to setup and provide appropriate ticketing services, and support any usher or volunteer needs.
Other Duties and Responsibilities:
  • Works closely with the Director of Production and Director of Facilities to assess appropriate communication needs, functionality of amenities and campus signage in support of positive patron experience.
  • Participates in regular management team meetings and projects to support organization-wide planning, strategy, and operations.
PREPARATION, KNOWLEDGE, SKILLS & ABILITIES
  • Minimum 3 years of professional ticket services and customer service experience.
  • Prior experience with Tessitura ticketing software and report analytics preferred.
  • Prior experience with facilities management preferred.
  • Prior experience managing staff and volunteers.
  • Demonstrated knowledge of ADA compliance.
  • Knowledge and appreciation of dance and/or performing arts.
  • Strong organizational skills.
  • Ability to work in a fast-paced, demanding environment.
  • Strong attention to detail.
  • Commitment to Jacob’s Pillows values and IDEA principles.
COVID-19 Information*
 
COVID vaccination with booster is required as a condition of employment. Jacob’s Pillow observes COVID-19 protocols to ensure the safety of all employees.  Protocols will evolve due to changing conditions, and are subject to change in accordance with local laws and regulations and medical direction.
 
*Effective January 1, 2023 the second booster will be required
 
About Jacob’s Pillow
Jacob’s Pillow is committed to providing an inclusive, diverse, accessible, and equitable environment that cultivates the celebration of the art of dance and its positive impact on communities. Jacob’s Pillow’s mission is to support dance creation, presentation, education, and preservation; and to engage and deepen public appreciation and support for dance. Organization-wide values include inclusion, leadership, integrity, flexibility, partnership, and sustainability. 
 
Jacob’s Pillow is a registered 501(c)(3) not for profit organization that provides equal opportunity for all employees and applicants for employment without regard to race, color, creed, religion, gender, sexual orientation, national origin, age, marital status, mental or physical disability, pregnancy, military or veteran status, or any other basis prohibited by state or federal law. This policy also prohibits employees from harassing any other employee for any reason including, but not limited to, race, religion, sex, national origin, age, or disabled status.
 
 

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