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Houston Grand Opera · 1 month ago

Box Office Manager

Houston, TX

Part-time

Hybrid

Senior Level

5+ years exp

Houston Grand Opera is dedicated to enriching the community through the art of opera. They are seeking a Box Office Manager to provide leadership and operational oversight for ticketing and patron services, ensuring exceptional customer experiences while achieving revenue goals.

EventsMedia and EntertainmentPerforming Arts

Responsibilities

Provides leadership and operational oversight for Houston Grand Opera's ticketing and patron services operations

Independently manage all aspects of the subscriber portfolio, including personalized renewal campaigns, targeted upselling opportunities, and strategic outreach to prospective flex and full-season subscribers

Ensures adherence to HGO policies and industry best practices to ensure ticketing system integrity and data input accuracy across the team

Responsible for quality assurance, first-contact resolution optimization, and implementation of standard operating procedures that support scalable growth

Manages workforce planning and scheduling for the ticketing and patron services team

Actively monitors key performance indicators across team members

Identify process improvement opportunities and recommend changes to management

Serve as subject matter expert on complex patron issues, providing escalation support across the team

Execute and track multi-channel sales and retention campaigns by translating strategic initiatives into actionable objectives and tasks

Provide exceptional and seamless customer service across all patron touchpoints that reflects HGO’s commitment to excellence

Leverage connections with the audience to create memorable experiences

Assist patrons via various channels such as phone, web chat, e-mail, or in-person regarding ticket sales, ticket exchanges, and other general inquiries such as performance details, directions, parking, etc

Ensure accurate processing and timely delivery of customer tickets

Staff and support Box Office operations or other guest service stations during performances

Identification of individual giving prospects for referral to Philanthropy for further qualification

Achieve ambitious individual and team revenue targets and KPI’s including data-driven retention goals

Take on special projects for the department as assigned

Assist other HGO departments with various projects and events as needed

Help with the set up and take-down of equipment, signs, and other duties as assigned

Qualification

SalesRevenue generationTicketing system experienceTeam managementCustomer serviceLeadership skillsConflict resolutionTime managementCommunication skillsCollaboration skills

Required

5-7 years of direct work experience with demonstrated success in sales and revenue generation

2+ years of managing/supervising a team

Ticketing and CRM system experience (Tessitura preferred)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required

The ideal Box Office Manager candidate will have a passion for the arts and possess superb leadership and team development characteristics, including the ability to coach, performance management experience, the ability to resolve conflict, and the ability to build a positive team culture

They will also demonstrate operational excellence through proficiency with ticketing system software (Tessitura preferred), have a systems process mindset, and the capacity to deal with difficult or stressful situations while maintaining composure

This dual-function role will require comfort wearing multiple hats and exceptional time management capabilities to lead by example

Strong communication and collaboration skills are essential to success in this role as the incumbent communicates upward, across the team, and across departments

Evening and weekend work is required as well as the ability to bend, stoop, sit and sometimes lift up to 20lb

The physical demands described here are representative of those we consider important for an employee to successfully perform essential functions of this job: extended periods of sitting and performing tasks such as typing and using a computer mouse, with strong visual and auditory focus, occasional lifting (not exceeding 20 pounds), reaching for items, effective communication skills, and fine motor abilities, being mobile within the office for activities like attending performances, events, and meetings