Patron Services Manager

Job Title: Patron Services Manager 

Reports To: Executive Director 

Supervisory Responsibilities: Assistant Patron Services Manager(s), Front-of-House Managers, Patron Services Associates, and Volunteers 

Employee Class: Full Time, Exempt 

Work Location: In-office: 1333 H Street NE, Washington DC, 20002 

Compensation: $65,000 - $75,000 annual salary 

Benefits: Health, Dental, and Vision insurance; Paid vacation, holiday, personal days and sick leave; Costco membership; and Retirement (Simple IRA) 

Key Responsibilities 

Administration and Supervisory 

• Hire, supervise, train, evaluate and support all Patron Services staff inclusive of assistant managers, associates, and volunteers.  
• Schedule all staff as necessary to ensure ample staffing relative to business needs. 
• Manage department costs in line with approved annual budget.  
• Provide Reception desk coverage as needed. 
• Train in building security and obtain necessary certifications in Fire/Life/Safety protocols. 
• Work collaboratively with Programming, Production, Marketing, Development, and Finance relative to ticket builds, ticket sales, staffing, registrations, and financial reporting.  
• Oversee training of Patron Services staff in Café operations as needed to support café operations. 
• Serve as a Manager on Duty during performances and events in conjunction with Assistant Patron Servies Manager while working collaboratively with Production Managers on Duty. 
• As a team member, perform other duties as assigned. 

Box Office Management 

• Oversee and manage all ticket builds for Atlas Presents and Rentals.  Work with all clients to ensure a smooth and successful ticketing process. 
• Oversee and manage all ticket allocations to include third party sales, ADA compliance seats, and all other ticket holds, both internal and external  
• Provide all requested box office sales reports to internal and external stakeholders.  
• Work in conjunction with the Marketing Manager to support all marketing and sales functions within the box office.  
• Coordinate group sales and spearhead sales initiatives. 
• Support customer journey best practices and overall audience experience  
• Assist in the management of accounting and fiscal control of all monies, tickets and other valuables in the box office.  
• Prepare and distribute daily ticket, cash, check, and credit card reconciliation reports for Finance Department.  
• Oversee and manage the assistance of all patrons, artists and clients at the Atlas Box Office who are purchasing or reserving tickets in person, over the phone, or via email using Patron Manager software as well as processing of any third-party requests. 

Database Management 

• Oversee and manage Patron Manager database ensuring that it is clean and functional through regular de-duping and qualification of contact records. 
• Manage Patron Manager CRM and obtain Patron Manager Admin Certification. 
• Participate in ongoing Patron Manager training as needed to remain current with all updates in software functionality. 

Physical Requirement 

• Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously. 
• Must be able to safely lift and carry up to 25 lbs, as required for setting up events or transporting materials. 
• Ability to work extended hours, including evenings and weekends, for events, meetings, or deadlines. 
• Prolonged periods of sitting at a desk and working on a computer. 

Work Environment 

• In-office presence required at 1333 H Street NE, Washington, DC, 20002 five days a week. 
• The office environment is collaborative and fast-paced, requiring flexibility and adaptability to changing priorities and needs. 
• Regular interaction with staff, volunteers, donors, board members, media, and community partners, requiring strong interpersonal skills and the ability to work well with diverse groups. 

Qualifications and Skills 

Minimum three years of experience as a manager or member of a Box Office team in a high-volume ticket office required, multi-venue experience preferred. Experience with Microsoft Office and ticketing software required, Patron Manager / Salesforce preferred. Patron Manager Admin Certification will be required upon hiring. Ability to troubleshoot and solve problems effectively and efficiently. Ability to multi-task under time constraints, manage and lead staff with a focus on customer service.  Excellent financial, administrative, and organizational skills with a strong attention to detail. Nighttime and weekend availability is required, and a flexible schedule is to be expected in alignment with performance schedule and departmental needs. 

Diversity, Equity, Inclusion, and Equal Employment Opportunity Statement 

The Atlas Performing Arts Center is committed to fostering an inclusive, equitable, and diverse environment where all individuals are respected and valued. We honor the unique experiences and perspectives of our staff and strive to maintain a welcoming workplace for people of all backgrounds. We are an equal opportunity employer and encourage applications from candidates of all races, colors, religions, genders, gender identities or expressions, sexual orientations, national origins, genetics, disabilities, ages, or veteran statuses. All qualified applicants will receive consideration for employment without regard to these or any other legally protected characteristics. 

How to Apply 

Interested candidates should submit a cover letter, resume, and three professional references viahttps://atlasperformingartscenter.easyapply.co/.