Reporting to the Director of Operations, at the Jay and Susie Gogue Performing Arts Center at Auburn University, the Patron Services Manager is responsible for managing the front-of-house and daily operations of the ticket sales office and house management team, providing leadership in ticketing system administration, customer service, single ticket and subscription sales, budget and financial oversight, and staff management for the ticket sales office, concierge desk, ushers, concessions, security, housekeeping, parking, and merchandise sales for performances and events held at GPAC.
The following essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon unit needs. Other duties may be assigned similar to the above consistent with the knowledge, skills and abilities of the job.
1. Supervises and manages all day-to-day, performance, and event front-of-house operations including oversight of staff, volunteers, and other pertinent vendors in ticket sales, house management, safety and security, concessions, merchandise sales, parking, and housekeeping.
2. Manages CRM ticketing and point-of-sale software and hardware functionality and maintenance, event and series implementation and scaling, patron data analysis and reporting, and all other administrative responsibilities associated with CRM ticketing software and hardware.
3. Supervises the ticket sales office including the management and oversight of ticket fulfillment processing, CRM payment processing, customer service best practices implementation, and University and AU Foundation financial accounting, reporting, and cash management.
4. Works collaboratively with Marketing and Communications and Development staff on annual performances, campaigns, programs, and events to reach and exceed institutional goals.
5. Conducts staff, volunteer, and vendor training on basic roles and responsibilities, industry practices, safety and evacuation procedures outlined in the Emergency Action Plan (EAP), and venue operating policies, which include the creation, implementation, and review of training documents.
6. Strategizes, documents, and implements an Emergency Action Plan for GPAC working in coordination with the Executive Director, Director of Production, and key University personnel.
7. Coordinates and ensures ADA and accessibility compliance for GPAC’s facilities, programming, and services.
8. Performs other duties as assigned by the Director of Operations at GPAC.
Bachelor's degree from an accredited institution
Field of Study
Theatre, Arts Administration, Theatre Management, Business Administration, or relevant field however, employer may consider relevant experience in lieu of education, at a rate of two (2) years relevant experience per year of required education.
Years of Experience
Area of Experience
Box office, ticket sales, patron services, and/or front-of-house operations or management in performing arts, theatre, sports venue, or related industry. At least 2 years’ supervisory experience required. Experience in the performing arts industry preferred.
When a candidate has the required experience, but lacks the required education, they may normally apply additional relevant experience toward the education requirement, at a rate of two (2) years relevant experience per year of required education.
Minimum Skills and Abilities
Strong customer relations background. Ability to manage CRM ticketing software and hardware.
Minimum Technology Skills
Strong knowledge of computer applications in Windows and Mac environments including CRM ticketing software (Tessitura, AudienceView, Vedini, etc.) and Microsoft Word, Excel, Outlook, and other Office 365 applications (OneDrive, SharePoint, Teams, etc.).
Minimum License and Certifications
Valid driver’s license or the ability to a obtain a valid driver’s license. CPR and AED certifications required or must be obtained within the first 90 days of employment.
International Association of Venue Managers Academy for Venue Safety and Security and/or CVP or CVE certification preferred.
Working Hours if Non-Traditional
Varies: Daytime, Late Nights, and Weekends.
Auburn University is committed to an inclusive and diverse campus environment. Women, underrepresented groups, individuals with disabilities and veterans are encouraged to apply.
AUBURNUNIVERSITY IS AN AFFIRMATIVEACTION/EQUALOPPORTUNITYEMPLOYER. It is our policy to provide equal employment opportunities for all individuals without regard to race, sex, religion, color, national origin, age, disability, protected veteran status, genetic information, sexual orientation, gender identity, or any other classification protected by applicable law.
About Jay and Susie Gogue Performing Arts Center at Auburn University
The Jay and Susie Gogue Performing Arts Center at Auburn University is a multi-venue performing arts center consisting of the 1,202 seat Woltosz Theatre and 5,000 capacity Amphitheater at the City of Auburn Lawn and Porch. Our mission is to engage audiences across the university, the state of Alabama and beyond with curated arts experiences that inspire, enlighten and unite.