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Patron and Guest Service Manager

Department: Development
Location: Brooklyn, NY

Brooklyn Academy of Music (BAM) is a multi-disciplinary arts center located in Brooklyn, New York. For more than 150 years, BAM has been the home for adventurous artists, audiences, and ideas—engaging both global and local communities. With world-renowned programming in theater, dance, music, opera, film, and much more, BAM showcases the work of emerging artists and innovative modern masters.

The Patron and Guest Services Manager is part of the Development Team and reports to the Sr. Manager of Patron and Guest Programs. This role will work in collaboration with the Donor Relations Team and the Guest Services Team, to ensure the best experience for guests and BAM Patrons. The Patron Services Manager is on the ‘front line’ interacting with patrons and providing for their needs during all types of events and ensures that public spaces and performance venues are ready for guests and donors and is expected to provide the highest level of care to all guests. This role is highly visible and interacts with sponsors, donors and patrons and a successful candidate will have a customer service mindset and comfort working in a multi-venue environment.

 

Responsibilities:

  • Act as a primary contact and relationship manager for Patrons, including ticket sales, RSVPs, and other benefit fulfillment needs
  • Collaborate with other department managers to train, coach, and supervise Guest Services staff
  • Maintain an ongoing fulfillment processes for all Guests and Visitors, including sales review, issuing, and distributing tickets, and follow up
  • Act as a primary contact for managing inventory for Patron, Member, VIP, and Sponsor requests in collaboration with Ticketing and Box Office
  • Provide exceptional service for potential and current Guests, offering creative solutions to any challenges
  • Manage the workflow and assist with daily activities, including single ticket / group sales, including accessible seating, and any VIP special needs
  • Liaise with internal Tessitura specialist and keep department up to date on software upgrades and changes
  • Assist with system testing and new functionality and experience recommendations and projects

 

Priority Experience and Skills:

  • 3+ years’ experience in customer service, ticketing, or similar positions
  • Strong Hospitality and Customer Service approach
  • Experienced in DEI concepts, programs, and initiatives and proactively creates more inclusive practices and environments
  • Expertise with Microsoft Suite, Google Suite, and fundraising database management skills (Tessitura experience is preferred)
  • Experience and knowledge of ticketing
  • Ability to multitask
  • Ability to work under deadlines and creatively problem solve
  • Flexible and consistently motivated to find positive outcomes
  • Be self-motivated and results driven

 

Working Conditions: Ability to sit and stand for prolonged periods of time. Ability to move throughout multiple facilities as required. Ability to lift up to 15 pounds.

Compensation:

This position is full-time, non-exempt position. This is a union position represented by the UAW 2110 union and will be paid $52,500 in accordance with the 2110 Collective Bargaining Agreement.

In addition, this role is eligible for a comprehensive benefit package options including medical, dental and vision insurance, retirement plan opportunities including 401(k) and pension options, as well as BAM related perks including access to BAM’s amazing programming.

Application Instructions: Must complete an online application through BAM's website - no phone calls, emails, or walk-ins, please.

Internal Applicants must apply via the Internal Job Portal by the application deadline. Applications not submitted by the deadline may not be considered. Employees must meet all of the following criteria to be considered for an interview:

  • Meet the experience and skills requirement as outlined in the job post;
  • Performed in a satisfactory manner without any corrective actions in the last 12 months, and approval from your supervisor

Brooklyn Academy of Music is an Equal Opportunity Employer. BAM recognizes that historic institutional practices lead to a non-inclusive environment and is working to address diversity and inclusion in all forms. Individuals in BAM are experiencing their own pace during this process, which is not uncommon when addressing power and privilege. The Development Team supports and continues to take part in this process.

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