Patron Services & Database Senior Manager

Rice University; Houston (TX); On-site; USD 71,000 - 80,000; Full time

Job summary

Rice University’s Shepherd School of Music seeks a customer-focused operations professional to support ticketing and box office activities, including Tessitura database management. The role interfaces with the Senior Director of Marketing and Communications to cultivate sustainable patron relationships and drive revenue.

The position requires evening and weekend hours during the academic year and is exclusively on-site at Rice.

Qualifications

• 3+ years of experience using Tessitura in ticketing, box office and patron services.
• Experience with constituent records, data hygiene, security, pricing, and offers in Tessitura.

Responsibilities

• Oversees patron services and box office activities with the Senior Director to build long-term patron relationships and revenue.
• Develops and implements ticketing policies to retain patrons and loyalty.
• Manages on-site box office operations for Shepherd School performances.
• Provides exceptional customer service for ticket buyers via ordering, fulfillment, inquiries and voicemail.
• Resolves patron issues promptly while maintaining satisfaction.
• Manages donor and VIP ticket requests and department seat holds.
• Prepares and reviews ticket-sales reports for accuracy and efficiency.

Skills

Tessitura expertise

Customer service

Communication skills

Decision making

Project management

Attention to detail

Planning & analysis

Staff/resource management

Education

Bachelor's degree

Tools

Tessitura database

Job description

Job Description

The Shepherd School of Music at Rice University is seeking a highly motivated and customer-focused individual to support the school’s ticketing and box office operations, including management of the Tessitura database. The position oversees all patron services activities in coordination with the Senior Director of Marketing and Communications, with the goal of building long-term, sustainable patron relationships and revenue.

Job Description

The Shepherd School of Music at Rice University is seeking a highly motivated and customer-focused individual to support the school’s ticketing and box office operations, including management of the Tessitura database. The position oversees all patron services activities in coordination with the Senior Director of Marketing and Communications, with the goal of building long-term, sustainable patron relationships and revenue.

The Shepherd School of Music hosts more than 400 performances each academic year and implemented its first ticketing software, Tessitura v16, in August 2023. The school’s 2026–2027 season includes approximately 25 ticketed performances, including reserved-seating and general-admission events. Pricing models range from free admission to standard single-ticket sales. Subscription packages and fundraising efforts are not currently managed through Tessitura.

The ideal candidate has exceptional ticketing setup and database-management expertise, particularly within a Tessitura environment. This individual should be a self-starter who enjoys both engaging with concertgoers and managing the daily operations of a small-scale box office. A positive, patient, friendly, organized, and detail-oriented professional will excel in this position.

Special Instructions to Applicants

All interested applicants should attach a cover letter and a resume, preferably in PDF format to avoid any formatting issues.

• Please include detailed information about your experience with Tessitura and box office operations in your resume.

Workplace Requirements

This position is exclusively on-site, requiring all duties to be performed in person at the Shepherd School of Music. Per Rice policy 440 , work arrangements may be subject to change.

This position requires evening and weekend hours, especially during the academic year, to manage box office operations during ticketed performances and events.

• Ability to sit or stand at a workstation for up to four hours at a time

Hiring Range

This is a full-time, benefits-eligible position, and the proposed salary is $70,647.48 - $80,000 annually, commensurate with experience and qualifications.

Exempt (salaried) positions under FLSA are not eligible for overtime.

Minimum Requirements

• Bachelor's degree
  • In lieu of the education requirement, additional related experience above and beyond what is required may be substituted on an equivalent year-for-year basis
• 3+ years of experience using the Tessitura database in a ticketing management, box office, and patron services role.
• Required Tessitura knowledge includes: constituent record management, data hygiene, system tables, security, facility builds, price zones, production elements and performances, pricing, modes of sale, offer setup, TNEW, and advanced ticket-order processing.

Skills

• Strong knowledge of Tessitura, primarily in ticketing and database management
• Excellent written, verbal, and interpersonal communication skills
• Demonstrated ability to make sound decisions that reinforce and strengthen patron relationships, often requiring a combination of sound business judgment and creative problem-solving
• Proven ability to manage multiple projects simultaneously while meeting deadlines
• Strong attention to detail and the ability to review one's own work for accuracy
• Excellent planning, organizational, and analytical skills
• Demonstrated ability to manage financial, organizational, and staff resources

Preferences

• At least five years of experience in ticket sales and customer service
• A passion for the performing arts

Essential Functions

Patron Services & Box Office Management

• Oversees all patron services and box office activities in coordination with the Senior Director of Marketing and Communications, with the goal of building long-term, sustainable patron relationships and revenue
• Develops and implements ticketing policies, procedures, and programs that encourage patron retention and loyalty at the Shepherd School
• Manages on-site box office operations for all Shepherd School performances
• Provides exceptional customer service for ticket buyers by professionally managing ticket ordering, processing, fulfillment, phone inquiries, email inquiries, and voicemail systems
• Recommends solutions and resolves patron issues while maintaining high levels of customer satisfaction in a prompt and courteous manner
• Works closely with Shepherd School leadership to manage donor and VIP ticket requests and departmental seat holds
• Serves as a collaborative partner in reviewing patron communications related to Shepherd School performances
• Prepares and reviews ticket-sales reports, ensuring accuracy and efficiency

Tessitura Database Management

• Independently manages all aspects of Tessitura administration, including season, event, pricing, and offer setup
• Serves as a resource to all Tessitura users by onboarding and training Shepherd School staff
• Creates and maintains processes and procedures that ensure data integrity
• Facilitates a bimonthly custom data import/export process between Tessitura and OwlConnect/Blackbaud, Rice University's fundraising software
• Oversees compliance with applicable policies and regulations, including ADA-compliant ticketing practices and PCI compliance requirements
• Remains current on all Tessitura updates and enhancements, identifying opportunities to improve patron engagement and administrative efficiency
• Performs system and database upgrades and manages related Tessitura equipment, including ticket scanners, BOCA ticket printers, and EMV credit card devices

Additional Functions

• Provides Tessitura expertise to support users in developing and executing lists, segmentations, output sets, and analytical dashboards
• Monitors sales activity and makes recommendations to the Senior Director of Marketing and Communications regarding revenue opportunities and inventory-management practices
• Manages complimentary-ticket processes for Shepherd School faculty, staff, and students, including communications and activity tracking
• Partners with the Marketing and Communications team to streamline and test the TNEW ticket-purchase process
• Assists the Marketing and Communications team in promoting Shepherd School performances and activities
• Performs other duties as assigned.

Shepherd School of Music:

https://music.rice.edu

Rice University HR | Benefits:

https://knowledgecafe.rice.edu/benefits

Rice Mission and Values:

Mission and Values | Rice University

Rice University is committed to ensuring Equal Employment Opportunity and welcoming the fullness of diversity into our candidate pools. Rice considers qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national