Patron Services Manager, Jacob’s Pillow

Jacob’s Pillow seeks a Patron Services Manager to manage all aspects of customer service and patron experiences in this year-round position. The Patron Services Manager is responsible for all aspects of the Box Office, including performance and event ticketing and a large volunteer program. They work closely with all departments to ensure smooth, safe, and fulfilling experiences for patrons visiting the Pillow at both on- and off-site events.


Box Office Management

  • In centralized ticketing/donor database, build the houses for all performances (120+), inputting held seats, pricing and promotions, building print-at-home tickets, and all promotional web sales content
  • Serve as a call center representative during the member presale (Feb-Mar), providing superior customer service on phone, in person, and via online sales, assisting customers in making educated Pillow performance choices
  • Communicate regularly with departments to assess hold needs for performances including production holds, high-level donor seating, The School faculty and student needs, Community Engagement program needs, and others
  • Assist Director of Operations and Systems with creation of database user guides and policies. Evaluate, test, and implement any ticketing-related database changes
  • Manage patron databases, correcting duplicate accounts, updating information, and working closely with the Development department to manage patron and donor information
  • Work with the Director of Marketing & Communications and Marketing department to:
    • Establish pricing and ticketing procedures and policies, contributing ideas for improvements
    • Maximize tickets sales and revenue by providing valuable feedback regarding marketing and promotional campaigns, sales-related issues, ordering and ticketing processes, and frontline communication with patrons
  • Work with Director of Finance to reconcile all departmental and ticket sales revenue. Implement and maintain accounting procedures, including accurate and timely:
    • Daily audit and performance reporting
    • Security of tickets, credit card information, cash, and receipts
    • Reconciliation reports
    • Ticket sales reports and analyses
    • End-of-season closeout
  • Resolve and track patron ticketing-related complaints
  • Develop manuals and training materials for presale and festival season needs
  • Work with Digital Content & Marketing Manager to manage all festival marketing email and trade lists
  • With Box Office Manager, manage special ticketing needs including artist, press, member, VIP, and promotional comps, working closely with all departments
  • Work with Office Manager and other staff to oversee Ticket Donation program including communication with requesting organizations and tracking voucher redemption
  • Manage and monitor inbox

Theater Operations & Volunteer Program

  • Facilitate prompt curtain times by expediting show-time sales, will call pick-up, and standby list sales; assist Theatre Manager, Patron Services, and House Management Interns in resolving seating issues
  • Ensure box office policies are compliant with ADA regulations
  • Manage a safe and efficient transport service during the Festival season, between venues and parking lots.
  • Prior to arrival of Theatre Manager in February:
    • Begin preparations for Festival volunteer schedule, updating and disseminating the volunteer sign-up form and handbook, and setting up a system for the Theatre Manager to continue
    • Schedule volunteers for year-round and off-site events
    • Communicate regularly with other departments to assess volunteer needs for ad hoc projects, ongoing needs, and special events
    • Participate in managing the inbox
  • Upon Theatre Manager arrival in February, be prepared to transition all volunteer program responsibilities, including training in Patron Manager and the scheduling system as needed
  • During fall, winter, and spring months, house manage for any special on- or off-site events, working with the Company Management, Marketing, and Production teams to build houses and ticketing, and determine and staff any usher or volunteer needs


  • At least 3 years professional ticket services and customer service experience.
  • Deep knowledge of ADA compliance.
  • Experience managing staff and volunteers.
  • Highly detail-oriented and organized.
  • Ability to work in a fast-paced, demanding environment.
  • Experience with PatronManager and/or Tessitura ticketing software, strongly preferred.
  • Experience with facilities management, a plus.

To Apply: Please email cover letter, resume, and references to, with “Patron Services Manager” in the subject line.

All inquiries and materials will be confidential. Please do not mail hard copies.


2019-01-07T13:24:53+00:00January 7th, 2019|Categories: Administrative/Clerical, Careers, Creative Economy, Mid-Level|