+
ODC
San Francisco, CA

Expires: 06/26/20

Job Dates

ongoing

Pay

$52,000 - $57,000 annually

Public Services Manager
Background
ODC is a ground-breaking contemporary arts institution: a world class dance company, a presenting theater, and a dance school. Known nationally for its entrepreneurial savvy as well as artistic innovation, the organization is unique for its fully integrated vision. Operating in San Franciscos Mission District for more than 48 years, our programs and activities contribute to San Franciscos vibrant dance and arts ecosystem, community development, arts education, and access to creative art-making. ODC strives to cultivate artists, inspire audiences, engage the community, and foster diversity and inclusion through dance performance, training and mentorship.
Summary and Objectives of Role
This is a full-time, exempt position that reports to ODCs Director of Marketing + Communications. The Public Services Manager will work closely with ODC Theater, ODC School, and ODCs marketing staff and consulting teams, as well as in concert with other essential services (production and finance) to support client and patron services, performances, and public programs across the ODC Campus. The Public Services Manager oversees all forward-facing staff (Box Office, Front of House (FOH), and Client Relations (CRA) teams) to represent ODC. This position demands demonstrable knowledge and skill in several areas including: (1) high-level and personable customer service; (2) database systems (Mindbody + Salesforce or Patron Manager preferred); (3) box office and front-of-house event management;(4) familiarity with contemporary dance and performing arts; and (5) strong management skills.

Essential Duties and Responsibilities

Ticketing and Registration Software/Database Management
Work with relevant stakeholders to establish protocols for handling ODC ticketing and registration needs and other patron/customer-related data management
Set-up ticketing for new productions and organize on-sale dates, and work with Marketing to create correlative event webpages.
Run reports and lists as requested by colleagues and clients from both Mindbody and Patron Manager.
Train fellow staff on running reports and lists in both Mindbody and Patron Manager.
Keep ticketing databases (TRG + Patron Manager) up to date. Including upload of new events and updating DO NOT MAIL patrons.
Visitor Services
Manage process to address patron and client questions, complaints, concerns, and incident reports in a timely manner.
Working with the Marketing department and relevant School staff, establish/refine FOH and CRA policies/manuals for ODC and ODC Theater and ensure consistent communication/implementation of these policies.
Write and record phone voice mail information for ODC Box Office.
Develop, train, and oversee use of scripts and best practices for FOH and CRA staff to greet the public by telephone and in person, providing routine information and sales options for upcoming performances, class, and general information.
Maintain and update FOH and Front desk signage in collaboration with the Marketing department.
Working with the Associate Director of the ODC School on creating and maintaining online classes.
Staff Oversight
Train, supervise, and evaluate all forward facing staff (FOH, Box Office, and CRAs), including cross-training between front desk, box office, and house management.
As part of managing the CRA team, oversee Senior CRAs and their special projects (WEX, Arts Access, etc.).
As part of managing the FOH team, oversee Front of House Lead(s) and their special projects (group sales, concessions, etc.).
Prepare and submit the bi-weekly payroll for FOH and CRA staff.
Create and communicate the monthly FOH work schedule.
Oversee and communicate with Senior CRAs on work schedule and on call schedule.
Oversee Front Desk Supervisors, management of front desk coverage schedule, including approving and tracking vacation/PTO, maintaining coverage over holidays and sick time, managing substitute personnel in coordination with appropriate HR/Finance staff
Arrange for and/or staff box office and oversee FOH staff as needed at ODC/Theater and select off- and on-site special events.
Organize and lead monthly Front Desk/FOH staff meeting, including creating agenda, disseminating notes, and directing implementation or follow up on action items
Maintain flow of information to CRA and FOH teams on ODC organizational issues/operations
Oversee and maintain a record of concessions with the help of FOH Lead.
Systems/Day-to-Day Operations
Assist fellow Marketing Department staff in managing and trafficking information among staff concerning current productions, prices, special events, etc.
Manage process of ticket sales and comp requests in-person and over the phone.
Manage process of class sales and guest comp requests in-person and over the phone.
Prepare FOH reports for event management and reconciliation with Theater and Finance staff.
Create and update forms and manuals necessary for efficient information and operational guidelines for FOH and CRA staff in coordination with appropriate HR/Finance staff.
Oversee proper supply of materials and stock specific to box office operations and CRA team
Oversee FOH and CRA team system and practise of providing building access to artists, renters, and guests, as needed.
Oversee the setup of performances and be the face of ODC when artists, patrons, or staff need assistance.
Oversee the setup/takedown of offsite performances (Dance Downtown, Velveteen Rabbit, etc.) and be the face of ODC when artists, patrons, or staff need assistance.
Work with the Facilities director to prepare and train staff on emergency procedures in both buildings.
Required Qualifications
Bachelors degree or higher education certification.
3-5 years professional experience working for an arts organization.
Demonstrable knowledge of ticket office procedures and filing systems.
Ability to keep accurate financial records.
Superior customer service skills and the ability to deal with the public in a tactful, professional manner.
Must be available to work evenings and weekends as required by schedule of performances and special events.


Preferred Qualifications

Patron Manager Certification
Mindbody Certification
Some experience with dataloader, and cloudingo
Some experience with Bluefin, STIMA printing, ticket scanners, and mobile ticketing.
CPR/First Aid Certified/ Emergency Response Training (NERT)
Familiar with TRG

To Apply
Please send your resume and cover letter that specifically answers the following: please describe your management experience and style; please describe your experience working in a CRM or ticketing database, to hr@odc.dance.
People of diverse sexual orientations, gender expressions and identities, people of color and people with disabilities are encouraged to apply.
Salary range: $52,000-$57,000 DOE
No phone calls please.
Principals only. Recruiters; please don't contact this job poster.
Please do not contact job poster about other services or products.


Contact

Kirsten Kurth

Executive Associate and Board Liaison

hr(at)odc(dot)dance

http://www.odc.dance

(415) 549-8527

Business Address

351 Shotwell St

San Francisco, CA 94110

Posted: 05/15/2020 19:22:19 EST

Last Updated: 05/15/2020 23:00 EST

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