Patron Service Manager - Houston, United States - Houston Grand Opera Association Inc

Description

Job Highlights

The Patron Service Manager is part of the Patron Experience team and is responsible for providing concierge-level service to HGO's VIP donors, efficient management of Patron Service operations, as well as managing projects with a Patron Service focus.

This position will report directly to the Director of Patron Experience and will also work closely with the Philanthropy team as a primary internal client and the Customer Care Team to maintain exceptional service levels for our customers.

Work will be based primarily on-site with the opportunity for remote-based work.


Join Us

We are looking for talented, passionate, dedicated people who are eager to make contributions to our community and our mission.

About the Houston Grand Opera
The mission of HGO is to enrich our diverse community through the art of opera. We do so by creating, curating, exploring, and producing outstanding experiences centered around the human voice.

HGO has received a Tony Award, two Grammy Awards, and three Emmy Awards - we are the only opera company in the world to win all three honors.

Our strategic focus is two-fold: creating profoundly enriching experiences for our diverse audiences and clearly defining and positively promoting the HGO brand.

We are passionate about building and sustaining an inclusive and equitable working environment for all company members.

We believe every team member enriches our diversity by exposing a broad range of ways to understand and engage our community and discover, design, and deliver enriching experiences.

Compensation and Benefits

• Comprehensive and affordable health benefits, including medical, dental, and vision insurance; a highdeductible healthcare plan with an employerfunded health savings account; a flexible savings account; an employee assistance program; and employerpaid life, shortterm disability, and longterm disability insurance
• Generous paid time off including vacation, wellness, parental leave, and scheduled and flexible holidays
• 403b retirement plan with employer match
• Flexible work schedule
• Hybrid work environment
• Professional development fund and opportunities
• Discounted parking in the Theater District garage and nearby lots plus easy access to Metro transportation
• Free tickets to our mainstage and community productions and events

Key Responsibilities

Ticketing Operations

• Works closely with the Philanthropy team to provide expertlevel ticketing service, benefit fulfillment, and related operational support to create memorable experiences for VIP donors, prospective donors, and other institutional partners
• Provide personalized, conciergelevel ticket services for VIP donor groups starting at the Patron giving level, including subscription sales and renewals, single ticket sales, ticket exchanges, etc.
• Responsible for maintaining a 92% or better subscription renewal rate for the Patron+ subscriber segment
• Manage dress rehearsal ticketing operations for all subscribers and company stakeholders
• Prepare VIP will call tickets for delivery at valet or the box office
• Provide ticketing support for ticketed special events such as the Opening Night Dinner and Concert of Arias
• Support the Office of General Director and Executive Leadership with special ticket requests
• Manage the development and delivery of season tickets and related informational materials

Donor and Subscriber Benefits

• Responsible for managing subscriber benefits through brainstorming concepts, maintaining listings of approved benefits, watching deadlines, and ensuring delivery for all subscribers
• Manage operations for VIP donor benefits such as donor valet parking, reserved selfparking, rideshare partners, and Founders Salon dining
• Managing eventrelated valet parking for any special events that overlap with performances at the theater

Other Duties

• Maintain a strategic presence for the Patron Service team at Philanthropy events where Patron level constituents will be present such as Opera Unwrapped, recitals, backstage tours, masterclasses, salons, etc.
• Work interdepartmentally and crossdepartmentally to promote the company's strategic priorities
• Serve as a mentor and resource to members of the Customer Care team to foster professional growth, firstinclass service, and a concierge mindset
• Develop, present, and oversee financial budgets for Patron Services on an annual and quarterly basis
• Monitor and track operational KPI's and benchmarks for the Patron Services team
• Implement a framework for continual evaluation and improvement through focus groups, surveys, postmortems, and other feedback mechanisms
• Represent the voice of VIP donor segments and provide insights into strengths, challenges, and opportunities
• Manage Patron Services related projects to ensure timely completion and successful outcomes
• Be an advocate for innovation with a relentless drive to deliver everimproving experiences for VIP don