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Patron Services Manager
SUBMITTED DATE: 11/20/2017


Reports To: Director of Business Operations

FLSA Status: Exempt

Employment Status: Full-Time

Supervisory Requirements: Yes

About Opera Colorado:

A cornerstone of Denver, Colorado’s cultural community, Opera Colorado presents operas annually at its downtown Denver home, the Ellie Caulkins Opera House. The Company presents new works alongside standard repertoire and reaches more than 38,000 students and community members throughout the Rocky Mountain region through a variety of education and outreach programming. The Opera Colorado Young Artist residency program for singers at the beginning stages of their careers provides training for the next generation of American opera performers. Founded in 1983, the Company celebrates its 35th year with the 2017-18 season.


The Patron Services Manager is a full-time position responsible for the management of all earned revenue income through the ticket office.  The manager is creative, energetic and as member of the marketing team, manages all aspects of box office, season ticket and web ticketing for all productions and special events.

The manager will manage the season ticket campaign, recruit, train, schedule, and supervise ticket office sales agents as needed. The manager reports and reconciles revenue, coordinates ticket printing, and manages other operational activities while monitoring and adhering to the departmental budget. The manager works closely with the Managing Director, Director of Business Operations, and the Director of Marketing & Audience Development to implement strategies to achieve revenue goals, and manage inventory. The manager exemplifies Opera Colorado's commitment to superior service for its patrons The Patron Services Manager is a key member of the staff and interacts with the Opera Colorado’s Patrons, Senior Management Team and the Board of Directors. This position requires non-traditional work hours, including regular weekend and evening shifts.


  • Oversees all activities of the Patron Services department reporting to the Director of Business Operations to ensure smooth day-to-day operations.
  • Supervises, hires, and trains Patron Service Associate(s) and other box office and FOH personnel.
  • Ensure Patron Services provides excellent customer service for prospects, ticket holders, and donors by professionally directing and managing ticket ordering (phone, mail, online, walk-up, etc.), including processing and fulfillment.
  • Satisfies patron ticket issues and requests promptly and courteously while adhering to polices that never compromise the Opera.
  • Directs and manages the subscription ticketing process including order confirmations, seating, mailing ticket packages, and producing renewal invoices.
  • Manages fulfillment of all subscriber ticket exchanges, upgrades and donations; works closely with the Director of Development to fulfill special ticket needs of high-level contributors, donor prospects, sponsors, and board members.
  • Supervises all aspects of the group sales campaign, helping to devise strategies, tactics, timelines and measurement for group sales ticket revenue.
  • Oversees and facilitates the daily operations of the renewal and new acquisition subscription telemarketing campaigns; serves as day-to-day point of contact with telemarketing firm and manages in-house mini-campaigns, as necessary.
  • Manage relationship with other ticketing vendors; and advises if changes are needed to agreements or to vendor relationships.
  • Monitor and report on all ticketing activities to the senior leadership team and their relationship to programming, marketing, and fundraising activities.
  • Work cooperatively with the front-of-house staff at the Denver Performing Arts Complex and other venues for all performances, including ticketing functions and customer service issues and other concerns which may arise during a performance.
  • Establish and maintain ticket office policies and procedures manual.
  • Manage event building, ticket inventory, and final reconciliation of shows and events.
  • Maintain data integrity and cleanliness, merging duplicate accounts and updating records on a regular basis.
  • Set up and tear down remote box office operations and LAN at the Ellie Caulkins Opera House and other various locations.
  • Additional responsibilities as assigned.


  • Full-time position with salary and benefits
  • Occasional evening and weekend work required


  • A mission-driven individual with a belief in and commitment to Opera Colorado’s mission and values;
  • A good listener and strategist; comfortable receiving input from many sources, and able to analyze and formulate disparate information into a sound, well-organized plan;
  • Intrepid yet tactful; determined yet respectful of others’ concerns; someone with the flexibility and creativity needed to find alternative ways to reach objectives when barriers arise; a skilled negotiator who does not drive him/herself or others into a corner;
  • A team builder – confident and competent, with strong skills in management and leadership; one who understands the subtleties of motivating and directing a diverse group of personalities with different work styles;
  • A hard worker with a high energy level; a “doer” with a willingness to work hands-on in developing and executing a variety of development and advancement activities;
  • Emotionally mature with a very good sense of humor and the flexibility and sensitivity to work with diverse personalities and situations.


  • Bachelor’s degree or equivalent in education and related experience required.
  • Significant experience in Ticket Office Management, preferably in the performing arts.
  • A working knowledge of ticket office software, preferably Tessitura.
  • Strong time management and organizational skills.
  • Prior management experience in a team setting preferred.
  • Candidate must demonstrate outstanding administrative and organizational skills with high attention to detail and accuracy.
  • A working knowledge of SQL is preferred.
  • Strong computer skills (i.e. Microsoft Office) are required.
  • Must be able to set priorities, coordinate multiple projects, meet deadlines.

  • Strategic thinker with ability to work both independently and as part of a high-performing cross functional team.
  • Demonstrated ability to work in an open, respectful and collaborative environment.

Compensation: Full-time position, competitive salary plus benefits including but not limited to health and dental insurance.  Cover letter and resume to humanresources@operacolorado.org

Questions about Membership or this application? Please contact Vincent Covatto, organizational membership manager, at VCovatto@operaamerica.org or by calling 646.699.5237.
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All OPERA America facilities are handicapped accessible. The National Opera Center features ground-level entry with elevators to the venue. All spaces are wheelchair accessible, and modular seating can be arranged to accommodate wheelchair users for all programs and performances. Handicapped accessible restrooms are available on all floors.
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