Senior Manager of Patron Services

Job Summary/Purpose 

In general, report directly to the Director of Operations and serve as Significant Productions’ ticketing and box office subject matter expert, responsible for building all public events for The Sharon and The SigPro Studio and providing overall leadership and direction for Box Office and Front of House Operations. 

Essential Functions and Responsibilities 

Duties and responsibilities for this position include the following; While this is intended to be an accurate reflection of the current job, Management reserves the right to revise the job or to require that other or different functions to be performed when circumstances change or exigencies require (this includes but is not limited to emergencies, changes in personnel, workload, rush jobs or technology developments) 

• Serve as SigPro’s ticketing and box office subject matter expert and build all events for sale to the public at both theatrical venues; The Sharon, a 1022 seat Performing Arts Center, and The SigPro Studio, a 200 seat black box theatre.   
• Lead the box office and Front of House Operations teams. Create and coach to a series of standards, policies, procedures, and best practices with the intended outcomes of smooth patron experiences, upsells and cross-sells, development integration, and warm hospitality in mind.   
• Manage seat maps, prize zones, ticket types, presales, discounts, promos, special rates, subscriptions, bundles, packages, add-ons, fees, etc. as directed by The Sharon booking manager and The SigPro Studio production manager. Communicate changes to affected parties.   
• Maintain a clean patron database free of duplicates or split data. Manage patron groups, secret shops, access, etc. Access and use data only for business purposes and with strict adherence to data security, integrity and privacy laws, policies, and best practices.   
• Work approximately 1/3 of all Manager on Duty (MOD) shifts at The Sharon, providing onsite support and assistance for will call, access control, house management, and hospitality operations.
• Prepare sales and revenue reporting and analytics, including helping to identify trends in data, customer satisfaction, and the like.  
• Perform other duties as assigned in support of the organization’s mission. 

Supervisory Responsibilities 

• Manager, Box Office & Sales Operations 
  • (4) Box Office & Sales Agent (part-time)  
• Manager, Front of House Operations  
  • (3) Front of House Coordinator (full-time and part-time)  
• Lead Housekeeper  
  • Housekeeper (part-time)  

Minimum Requirements 

• 3+ years experience in box office/ticketing operations, including event setup, pricing, discounts, presales, and seating maps. 
• 2+ years supervisory or team‑lead experience coaching front‑of‑house or customer service teams. 
• Proficiency with ticketing platforms, CRM/patron database management, and seat‑map tools; strong comfort with export/imports and data hygiene. 
• Solid reporting and analytics skills (Excel/Sheets, basic SQL or BI tool experience preferred) to produce sales, revenue, and trend analyses. 
• Strong customer service orientation with proven ability to drive upsells/cross‑sells and integrate development efforts. 
• Knowledge of data security, privacy best practices, and ability to handle patron data responsibly. 
• Excellent written and verbal communication skills; able to coordinate changes with multiple stakeholders. 
• Flexible availability, including regular evenings, weekends, and ability to work ~1/3 of MOD shifts onsite at The Sharon. 
• High attention to detail, strong organizational skills, and ability to manage multiple concurrent events. 
• Demonstrated alignment with Significant Productions’ mission and values (community, creativity, accountability, integrity, compassion). 
• Ability to pass background check and legally work in the U.S.

Typical Physical/Mental/Environmental Demands 

• A broad range of physical movement including prolonged sitting, standing, reaching, twisting and turning, kneeling, bending, squatting, and stooping in the performance of daily activities 
• Grasping and gripping, repetitive hand movement and typing 
• Near and far vision in reading, operating equipment, and viewing productions 
• The need to be able to lift, drag, and/or push materials weighing up to 25 pounds using  
• While performing the duties of this job, the employee is occasionally exposed to a modest level of noise in the work environment. There are instances when the employee experiences wet or humid conditions, experiences fumes –mists-gases and chemical hazards. The employee will be exposed to theatrical haze, fog, and strobe effects.

Benefits Information

Significant Productions offers a comprehensive benefits package which includes:

• 200 hours of Paid Time Off per calendar year.
• 10.5 paid holidays per calendar year 
  • New Year's Day
  • MLK Jr Day
  • President's Day
  • Memorial Day
  • Juneteenth
  • Independence Day
  • Labor Day
  • Election Day (HALF day pay, every year not just every presidential election year)
  • Thanksgiving
  • Friday after Thanksgiving
  • Christmas Day
• Remote work options when applicable
• Access to employee sponsored health benefits. Vision and dental options included.

The start date for this position is September 2026.