Patron Services Assistant Manager

Description

The Patron Services Assistant Manager serves as a key leader within the Patron Services department, supporting ticketing operations, patron experience, subscription management, audience retention, and front-of-house services. This position works closely with the Patron Services Manager to ensure exceptional customer service, maximize ticket revenue, strengthen subscriber relationships, and support organizational earned-income goals.

As a working manager, the Patron Services Assistant Manager provides direct patron support while assisting with staff supervision, CRM administration, subscription fulfillment, performance operations, and patron communications. The role serves as Manager-on-Duty for designated performances and events and acts as a primary resource for patrons and subscribers.

Essential Responsibilities

* Provide exceptional customer service to patrons in person, by phone, email, and online.

* Process subscriptions, single tickets, exchanges, donations, group sales, vouchers, and special ticket requests.

* Resolve patron concerns and ticketing issues professionally and efficiently.

* Assist with daily Box Office operations, including opening and closing procedures, payment reconciliation, and sales reporting.

* Maintain thorough knowledge of productions, pricing structures, seating inventory, patron policies, accessibility services, and theater programs.

* Support ticket sales goals through upselling, package recommendations, and patron engagement initiatives.

* Ensure accurate implementation of discounts, promotions, and special offers.

* Serve as a primary point of contact for subscribers and package holders. Proactively communicate with subscribers regarding package benefits, deadlines, special events, and policy updates.

* Coordinate subscription renewals, upgrades, exchanges, and package modifications.

* Assist with subscriber acquisition and retention campaigns in partnership with the Marketing department; monitor patron activity for opportunities for improved retention.

* Maintain the integrity of the organization's CRM and ticketing database, assisting with reporting, event setup, package and pricing setups, and other database maintenance and improvement tasks.

* Serve as a leader on the Patron Services team, including coaching staff members, assisting with hiring and training, and acting as department lead when the Patron Services Manager is unavailable.

* Before and during performances, collaborate with colleagues to ensure a seamless patron experience, including supporting accessibility needs and special requests.

* Serve as Manager-on-Duty for assigned performances and special events.

* Manage Will Call operations and resolve seating or ticketing concerns during performances.

* Other duties as assigned.

Qualifications and Skills

* 3 years of experience, or combination of education and experience, in ticketing, patron services, customer service, hospitality, arts administration, or a related field. Experience working in a similar organization or subscription-based venue preferred.

* Demonstrated commitment to exceptional customer service and patron engagement.

* Experience working with CRM and ticketing systems, Tessitura experience preferred.

* Strong written, verbal, and interpersonal communication skills.

* Ability to analyze patron needs and recommend appropriate ticketing solutions.

* Strong organizational skills and attention to detail.

* Ability to manage multiple priorities and deadlines in a fast-paced environment.

* Proficiency in Google Suite and similar applications.

* Ability to work evenings, weekends, and select holidays based on performance schedules.

Physical Requirements and Working Conditions

* The work environment is in an office and in customer-facing box office windows. Movement around the theater building may be required.

* Must be comfortable working in an environment in which directions and priorities can change rapidly.

* Expect light lifting of up to 20 pounds, with support from colleagues available as needed.

* Typical schedule is Wednesday - Sunday.

Salary & Benefits

* $24.16/hour

* Full-time, hourly, non-exempt. Position begins in August at 32 hours/week, increasing to 40 hours/week in September.

* Medical benefits, including health, dental and vision available 1st day of month following hire

* Generous paid time off policy

* 403(b) retirement plan with employer match

* Complimentary tickets to all PCS productions

Apply:

* Submit cover letter and resume /jobs

* For accommodations in the application process, please email hr.

This position will remain open until filled. For best consideration, apply by June 30, 2026.

Portland Center Stage is committed to advancing equity and diversity in all that we do. As an Equal Opportunity Employer, Portland Center Stage does not discriminate in employment based on race, color, religion, sex, sexual orientation, gender identity, or national origin. Qualified applicants are considered for all positions without regard to age, marital status, sexual…