Patron Services Manager

Full-time, exempt, salaried

Department: Advancement / Patron Services

Reports to: Director of Advancement

Location: On-site at HSO Office (with some evening/weekend concert duties)

Submit resume and cover letter to awoods@hawaiisymphonyorchestra.org

Position Summary

The Patron Services & Ticketing Manager plays a pivotal role in the Hawai‘i Symphony Orchestra’s transition to a new, in-house ticketing platform. This position serves as the primary point person for ticketing implementation, subscription setup and renewals, and on-sale management, while also acting as the main liaison with our current ticketing provider during the transition period.

As the organization evolves, this role is expected to grow from hands-on system implementation into a leadership position overseeing part-time patron services staff and shaping best practices for ticketing operations and patron engagement. The ideal candidate is both detail-oriented and adaptable, comfortable managing change, building systems, and serving as a trusted resource for patrons, staff, and external partners.

Key Responsibilities – Ticketing Platform Implementation & Transition

• Serve as the internal lead for implementation of HSO’s new in-house ticketing platform.

• Configure the system for concerts, subscriptions, seating maps, pricing, discounts, and fees.

• Set up and manage new-season subscriptions, including renewal campaigns, upgrades, and exchanges.

• Develop and document ticketing workflows, policies, and procedures.

• Troubleshoot system issues to ensure a smooth patron experience.

Key Responsibilities – Current Platform & Third-Party Liaison

• Act as the primary point of contact with HSO’s current third-party ticketing provider.

• Coordinate on-sale timelines, ticket allocations, reporting, and issue resolution.

• Ensure continuity of service and clear communication during the transition.

Key Responsibilities – On-Sale & Event Management

• Manage presales, public on-sales, promotions, and capacity controls.

• Coordinate with Marketing, Advancement, and Artistic staff on ticketing strategy.

• Support day-of-concert ticketing operations as needed.

Key Responsibilities – Patron Services & Comp Tickets

• Serve as the primary contact for patron ticketing inquiries.

• Resolve complex exchanges, accommodations, and escalated issues.

• Coordinate, track, and manage all complimentary ticket requests and allocations.

Team Leadership & Role Evolution

• Hire, train, and manage part-time patron services staff as workload demands.

• Help define staffing models, schedules, and service standards.

• Contribute to long-term improvements in ticketing operations and patron experience.

Qualifications

• Bachelor’s degree or equivalent professional experience.

• Experience with ticketing systems, box office operations, or patron services.

• Strong project management, communication, interpersonal, and customer service skills.

• Ability to work independently as well as part of a team.

• Demonstrated computer literacy, including proficiency with web-based platforms, databases, and productivity tools; ability to independently troubleshoot, document processes, and train others on new systems.

• Ability to work evenings and weekends as required.

Salary Range & Benefits

Salary range and benefits: $50,000 - 55,000; full time, exempt, salaried. Benefits include health, dental, and vision insurance, paid vacation and holidays, and company contribution to retirement plan.

To Apply

To apply: Submit resume and cover letter to awoods@hawaiisymphonyorchestra.org

Applications will be reviewed as received.

All offers of employment are contingent upon clear results of a thorough background check. HSO is an Equal Opportunity Employer. All opportunities are provided without regard to race, color, ancestry, religion, sex, nationality, veteran status, disability, genetic information, marital status, sexual orientation, gender identity/expression, AIDS/HIV, medical condition, or any other characteristic protected by law.

PATRON & DONOR SERVICES ASSOCIATE

Department: Advancement
Reports to: Associate Director of Advancement
Location: On-site at HSO office

To apply: Submit resume and cover letter to awoods@hawaiisymphonyorchestra.org

Position Summary

The Donor and Patron Services Associate provides essential in-office support for the Hawai‘i Symphony Orchestra, ensuring a welcoming and professional experience for patrons, donors, and visitors. This full-time position serves as the first point of contact for incoming calls and inquiries, assists with ticket sales, and supports administrative tasks across multiple departments. The role also provides occasional event assistance, including volunteer coordination and guest check-in, helping to ensure smooth operations both in the office and at concerts.

Specific tasks include but are not limited to:
General Office Support
• Answer incoming calls, route to appropriate staff, or take accurate messages.
• Respond to general email inquiries.
• Provide basic concert and ticket information to patrons.
• Assist with light data entry, filing, or document preparations.
• Other tasks as assigned.

Ticket Sales Support
• Process single ticket and subscription purchases through PatronManager.
• Assist with ticket exchanges or reprints following box office policies.
• Handle basic troubleshooting for e-tickets or will-call pickups.
• Attend all concerts to work with on-site box office staff and support patrons.
• Coordinate ticketed event set-up with venue box office staff.
• Transfer patron data to Feathr or other communication platforms as needed.
• Prepare weekly ticket reports.

Event & Advancement Assistance
• Prepare comp ticket packets for concerts.
• Assist with entry of contributed revenue into CRM on a daily basis.
• Pull and prepare weekly development reports and acknowledgment letters.
• Support donor solicitation campaigns with CRM reports and mailings.
• Provide registration and data support for fundraising events, including annual HSO Gala and other special events.
• Provide donor and subscriber lists as needed for special donor events.
• Coordinate volunteers as needed for help with HSO projects (stuffing program books, providing parking passes, greeting at concerts and events).

Qualifications
• Previous experience in customer service, patron services, or a similar front-facing role preferred.
• Strong interpersonal skills with a friendly, professional demeanor.
• Attention to detail
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and basic familiarity with CRM or ticketing systems (Bloomerang, QGiv, PatronManager or similar experience a plus).
• Ability to work weekends and evenings as required for concerts and events

Salary range and benefits: $42,000-$45,000; full time, exempt, salaried. Benefits include health, dental, and vision insurance, paid vacation and holidays, and company contribution to retirement plan.

To apply: Submit resume and cover letter to awoods@hawaiisymphonyorchestra.org

Applications will be reviewed as received.

All offers of employment are contingent upon clear results of a thorough background check. HSO is an Equal Opportunity Employer. All opportunities are provided without regard to race, color, ancestry, religion, sex, nationality, veteran status, disability, genetic information, marital status, sexual orientation, gender identity/expression, AIDS/HIV, medical condition, or any other characteristic protected by law.