Jacob's Pillow Dance Festival

358 George Carter Road
Becket, MA 01223

Date Posted:
January 07, 2019

Western Massachusetts



Patron Services Manager


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 boxoffice@jacobspillow.org 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 volunteer@jacobspillow.org 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.
How To Apply:
Please email cover letter, resume, and references to ameczywor@jacobspillow.org, with “Patron Services Manager” in the subject line.
Apply by:
March 04, 2019
About this Organization:
Jacob's Pillow is home to America's longest-running international dance festival, a recipient of the prestigious National Medal of Arts, and a treasured 225-acre National Historic Landmark,  Each Festival brings more than 50 dance companies from across the globe, offering 350+ performances, talks, and events, and attracts talented artists to the prestigious programs of The School at Jacob's Pillow.  Throughout the year the Pillow hosts Creative Development Residencies and community engagement programs, boasts an impressive historical archive of groundbreaking work, and an online dance resource enjoyed by people all over the world.