Compass Business Solutions, Inc.
Manager of Audience Services
Pittsburgh Opera - Pittsburgh, PA - Full Time
About Pittsburgh Opera
Pittsburgh Opera, Inc., a Level II member of Opera America and a constituent organization of the Pittsburgh Cultural Trust. Established by five intrepid women in 1939, Pittsburgh Opera is viewed as one of the most vibrant opera organizations in the U.S., with a rich artistic tradition, outstanding educational programs, an acclaimed artist training program, and a progressive outlook toward the future.
Role Purpose
Pittsburgh Opera is seeking an organized, conscientious, unflappable individual to be the Manager of Audience Services to provide white glove, concierge services to subscribers and VIPs of Pittsburgh Opera for all ticketing and customer experience needs.
This role owns the set up all performances and ticket packages in our Tessitura ticketing software and on our ticketing website opera.culturaldistrict.org. They act as the primary point of contact for staff at the Benedum Center and Pittsburgh Cultural Trust.
The position reports to the Director of Marketing & Communications.
Essential Duties & Responsibilities
Pittsburgh Opera is a tax exempt 501(c)(3) organization and is an Equal Opportunity Employer.
Pittsburgh Opera, Inc., a Level II member of Opera America and a constituent organization of the Pittsburgh Cultural Trust. Established by five intrepid women in 1939, Pittsburgh Opera is viewed as one of the most vibrant opera organizations in the U.S., with a rich artistic tradition, outstanding educational programs, an acclaimed artist training program, and a progressive outlook toward the future.
Role Purpose
Pittsburgh Opera is seeking an organized, conscientious, unflappable individual to be the Manager of Audience Services to provide white glove, concierge services to subscribers and VIPs of Pittsburgh Opera for all ticketing and customer experience needs.
This role owns the set up all performances and ticket packages in our Tessitura ticketing software and on our ticketing website opera.culturaldistrict.org. They act as the primary point of contact for staff at the Benedum Center and Pittsburgh Cultural Trust.
The position reports to the Director of Marketing & Communications.
Essential Duties & Responsibilities
- Serves as primary liaison with Benedum and other venue ticketing staff day-to-day and at performances. Provides materials and training to box office staff on the operas, special offers, etc.
- Oversees the subscription campaign including online, phone, mail, and on-site procedures; plans and implements split-pay and other special offers for subscribers.
- Formulates recommendations for upselling subscribers, converting single ticket buyers into subscribers, and increasing telemarketing sales.
- Demonstrates a detailed knowledge of the Benedum Center seating arrangements and all patron services provided by the theater, as well as all other Pittsburgh Opera performance venues, and determines how seats are to be assigned, when complimentary tickets are granted, and which seats are held back for last-minute VIP requests.
- Establishes and implements the Opera’s policy and procedures on returns, exchanges, and refunds, exercising discretion about special circumstances.
- Recommends ticketing price changes which may benefit Pittsburgh Opera, including base ‘list’ prices, appropriate discounts, and dynamic pricing.
- Collaborates with Group Sales Manager on which blocks of seats can be held for various groups, and other ticketing promotions and initiatives.
- Collaborates regularly with the Development Department for projects related to both donors and ticket holders.
- Oversees performance-related email communications such as performance reminders and post-performance surveys. Creates surveys, reviews results, responds to patrons or escalates issues as needed.
- Listing and fulfilling ticket orders with third party ticketing platforms (e.g. SeatStir, VetTix, etc.)
- Runs and updates all necessary ticket reports including subscriptions, single and group tickets, online sales, customer trends, and so on.
- Plans online subscription campaign and reviews online systems to ensure accuracy and functionality.
- Proactively manages integrity of Tessitura database.
- Collaborates with Digital Marketing Manager on email marketing lists/tags/segments for patron communications such as our weekly enewsletter, ensuring custom content gets delivered to the correct groups of recipients
- Prepares mailing lists as needed for marketing mailings.
- Assigns and coordinates ticketing staff members and volunteers for processing renewals, new subscriptions and telemarketing orders, managing ticket mailings, and sending purchase acknowledgements.
- A minimum of 3 years experience in sales/ticketing roles, ideally with concierge-level clients
- Previous customer service-related work experience.
- Mature and unflappable temperament, superb interpersonal skills.
- Organized, with the ability to manage multiple, competing tasks and prioritize time-sensitive assignments.
- Ability to problem solve with multiple internal and external stakeholders.
- Previous experience with Tessitura software strongly preferred
- Previous experience with HubSpot software preferred.
- Pre-existing knowledge of opera
Pittsburgh Opera is a tax exempt 501(c)(3) organization and is an Equal Opportunity Employer.
