Patron Services Manager

Eugene O'Neill Theater Center•Waterford, CT

About The Position

The National Medal of the Arts and Two-Time Tony Award Winning Eugene O’Neill Theater Center is the country’s preeminent organization dedicated to the development of new works and new voices for the stage. From its 11-acre campus in Waterford, Connecticut, the O’Neill has been home to more than 1,000 new works for the stage and thousands more emerging artists. O’Neill programs include the National Playwrights Conference, National Music Theater Conference, National Critics Institute, National Puppetry Conference, Cabaret & Performance Conference, The Young Playwrights Festival, and the National Theater Institute, which offers six credit-earning undergraduate training programs. The O’Neill is committed to diversifying the future of the American theater through the stories we tell, the artists telling those stories, the staff supporting our work, and the audiences in our theaters. We strive to cultivate a healthy and diverse community that recognizes the value of each individual and helps foster safety, civility, and respect for all people. In a full-time, seasonal position, t he Patron Services Manager works collaboratively with the Marketing and Development teams to: ensure the efficient operation of the O’Neill’s Box Office; provide best-in-class customer service to donors, members, and single ticket buyers; act as a key member of the O’Neill’s front of house team during the 2026 summer season.

Requirements

1-3 years of box office experience (or equivalent)
Strong customer service and effective problem solving skills
Excellent computer and database skills (familiarity with Salesforce/PatronManager preferred)
Strong written and verbal communication skills
Obsessive attention to detail
Well organized with an ability to work under pressure

Nice To Haves

familiarity with Salesforce/PatronManager

Responsibilities

Set up season, build shows, and manage ticket inventory and reconciliation for all performances
Oversee all aspects of ticketing including single ticket and group sales, complimentary tickets, gift certificates, etc.
Run the box office with a high degree of customer service orientation
Receive and processes phone orders and online sales
Manage box office operations for all performances, maintain seating manifests, and financial records
Manage the preparation, presentation, and settlement of all box office statements
Reconcile daily activity and create daily, weekly, and monthly count reports
Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
Utilize strong decision-making and problem-solving skills when dealing with patron issues
Resolve seating issues and respond to customer inquiries with empathy and authority
Oversees the Patron Services team, coordinating scheduling for front of house, Gene’s General Store, and box office
Other duties as assigned