Organization Summary

Orlando Philharmonic Orchestra is led by Music Director Eric Jacobsen and is comprised of creative musicians and artists from around the world. As Central Florida’s premiere professional orchestra, it presents more than 170 live concerts and impacts more than 70,000 children, youth, and families annually. The mission of the Orlando Philharmonic Orchestra is to provide excellence and innovation in orchestral music performance and education that serves and engages the community

Position Summary

The Patron Services Manager is responsible for maintaining excellent customer service to all patrons of the Orlando Philharmonic Orchestra, including subscribers and single ticket buyers. This position will report to the Director of Marketing and Sales and will be responsible for daily care of Tessitura and its ancillary products, and management of Orlando Philharmonic Box Office employees. The position will also ensure smooth and cooperative operations with the box office and employees of the Plaza Live and the Dr. Phillips Center. The Patron Services Manager must be able to work flexible hours, with frequent nights and weekends required. Preference will be given to candidates with formal training in Tessitura, or equivalent experience. This employee will also need a degree of tech proficiency and be comfortable adopting and maintaining various technologies for the OPO. The ideal candidate for this position will be analytical, innovative, positive, and professional, and come to us with significant customer service experience.

Essential Job Functions

• Hire, manage, and train the Box Office staff for the Orlando Philharmonic Orchestra (OPO).
• Coordinate with staff and box office employees of The Plaza Live and the Dr. Phillips Center to ensure smooth and seamless operations.
• Work closely with the Director of Marketing and Sales to maintain best practices for sales and service.
• Work with marketing staff to develop and implement promotions, sales, and acquisition strategies.
• Including but not limited to the pricing, building, and implementation of OPO season events, special events, and promotional sales efforts for OPO.
• Handle and investigate all escalated customer service issues and take action to retain patronage.
• Serve as Tessitura Super User on behalf of the OPO – working with internal departments, and consortium leadership to ensure best practices are kept.
• Manage the day-to-day use of Tessitura and its ancillary components for the OPO – Tessitura, TNEW v7, NSCAN, Digital ticketing,  Print-At-Home, TSTATS, etc.
• Assist internal departments with website management for their ticketing needs.
• Ensure all OPO concerts and box office hours are staffed appropriately.

Required Competencies

• Excellent verbal and written communication skills with high attention to detail 
• Passion for the arts and dedication to supporting the mission of the OPO with experience in a nonprofit environment
• Intermediate to advanced proficiency with Microsoft Office, including Word, Excel, and Outlook
• Knowledgeable and comfortable with computers and phone systems
• Ability to perform several tasks concurrently with ease, professionalism, and positivity
• Ability to gather and interpret a wide variety of data in an accurate, and timely manner
• Self-directed, creative, and flexible; able to problem-solve, multi-task, and adapt to changing priorities
• Ability to stand for extended periods and lift/carry 20+ pounds
• Reliable transportation to and from venues and office

Education and Experience Required

• Previous experience with Tessitura required – including the use of system tables, and experience building campaigns, appeals, and events in the database
• Previous Box Office management experience, with 1-2 years of experience leading and supervising a team
• Previous customer service experience is required
• Minimum 2-5 years work in nonprofit administration
• A high degree of accuracy and attention to detail
  
  

Compensation

This is an exempt, full-time position, with a salary range of $45-50K, commensurate with experience and qualifications. The position is required to be in-person, but able to work a hybrid schedule as agreed with the supervisor. Evenings and weekends and some holidays may be required. The hours may exceed a standard 40-hour week during the orchestral season. 

This position qualifies for benefits from the Orlando Philharmonic Orchestra including health, dental, and vision insurance, paid time off, sick days, and an optional 401(k) plan.

The successful candidate will need to pass a criminal background check.

Application Instructions

Send cover letter and resume to employment@orlandphil.org. The application deadline is January 15, 2025.

No phone calls, please.

All applicants who are offered employment with the OPO will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation as well as reference check. 

The Orlando Philharmonic Orchestra provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.