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About the Role

The Long Center is seeking a Director of Patron Services to lead ticketing operations, customer service, database administration, and front-of-house guest services. This role focuses on optimizing revenue, enhancing guest experiences, and ensuring efficient, accessible, and hospitable patron-facing operations. The position supports all Long Center programming, rentals, and partner organizations by overseeing the entire patron lifecycle.

Responsibilities

Supervise Box Office Manager, Group Sales Manager, and Box Office Coordinator for efficient ticketing operations and customer service.
Establish and evaluate departmental benchmarks, sales goals, service standards, and performance metrics.
Manage contracts and relationships for external cultural organizations through a centralized box office program.
Handle accounting and financial operations including deposits, refunds, event ticketing estimates, settlements, cash/check reconciliation, recordkeeping, and reporting.
Oversee event builds, inventory management, dynamic pricing & rezoning, promotions, premium offerings, and ticket fulfillment.
Provide strategic oversight of Tessitura and other patron-facing technologies, ensuring data integrity, system optimization, security, and best practices.
Supervise Database Manager and contracted DBA for constituent management, reporting, segmentation, and business intelligence.
Partner with Development, Marketing, Sales, Programming, and Finance teams to maximize patron data and reporting tool utilization.
Ensure proper utilization, maintenance, training, and support for Tessitura CRM and related technologies.
Supervise Guest Services Manager to lead Guest Services and Front of House operations, fostering hospitality, accessibility, inclusion, and customer service.
Supervise Guest Services Manager in recruiting, training, scheduling, and developing Front of House staff and volunteers.
Collaborate with operations, production, security, and event teams for a seamless guest experience.
Establish and maintain service standards, policies, and procedures for positive guest interactions and operational excellence.
Review guest feedback, patron concerns, accessibility accommodations, and service recovery opportunities for improvements.
Ensure Front of House operations, signage, accessibility resources, merchandise sales support, and guest-facing spaces are guest-ready.
Assist with budgeting, forecasting, staffing, and planning for patron experience initiatives.
Partner with organizational leadership to develop and implement customer service, audience development, accessibility, and retention strategies.
Lead, coach, and develop direct reports, fostering a collaborative and high-performing team culture.
Attend departmental and leadership meetings and perform other duties as assigned.

Requirements

7-10 years of experience in ticketing, customer service, arts administration, venue operations, or a related field.
Minimum of 5 years of supervisory experience managing front of house teams in a live entertainment environment.
Demonstrated experience leading customer-facing teams and developing service standards that enhance patron satisfaction.
Experience managing complex operational workflows, technology systems, budgets, and cross-functional projects.
Commitment to accessibility, inclusion, and exceptional guest service.

Skills

Advanced Tessitura expertise, including constituent records, system tables, facility builds and price zones, production elements and performances, pricing and modes of sale, TNEW programming, advanced ticket order processing, reporting, integrations, and security/self-service tools.
Strong analytical skills.
Strong communication skills.
Strong leadership skills.
Strong problem-solving skills.

Location

Austin, TX

Work Type

Hybrid

Experience Level

7-10 years
5 years supervisory

Benefits

Health insurance
Dental insurance
Vision insurance
401k plan with employer match
Generous paid time off
Access to arts and cultural programming

About the Company

The Long Center is a performing arts center.

Equal Opportunity

The Long Center is proud to be an Equal Opportunity Employer and we strive for a team that reflects Austin’s diverse culture.
All applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age.