Title Customer Care Manager
Organization Houston Grand Opera
Closing Date
Location Houston, TX

Job Title: Customer Care Manager
Department: Advancement
Reports to: Director of Marketing and Communications
Classification: Full-time, exempt

Reporting to the Director of Marketing and Communications, the Customer Care Center Manager oversees all aspects of Houston Grand Opera’s Customer Care Center (CCC), including inbound calling, internal and external ticketing, call center reporting, and performance/event staffing. This individual will manage a team of one full-time coordinator, one full-time team leader, up to two part-time leaders, up to 12 part-time representatives, front of house staff during performances, and a seasonal outbound telemarketing vendor.

• Create effective sales processes for the organization, including working with internal and external partners.
• Manage ticketing operations for performances, including subscriptions, single tickets, group tickets, and ticket inventory.
• Develop and implement of customer service policies and procedures that increases the satisfaction for the customers and efficiencies.
• Establish a culture of continual learning by creating training programs that create better work output for the Customer Care Center.
• Cultivate an effective and efficient department through proper selection, training, scheduling, and performance management of Customer Care Center Representatives.
• Ensure a high standard of quality of service across all customer care touchpoints.
• Lead special initiatives to increase sales and customer retention.
• Work with the marketing and web teams to ensure sales are being transacted in compliance with established policies.
• Evaluate CCC programs and ROI on an ongoing basis.
• Manage CCC budgets and forecast expenses.

• Lead the front of house team, including supervising a House Manager and Assistant House Manager, by establishing policies and procedures to ensure that HGO customers have the best experience possible during events.
• Scheduled all front of house staffing at performances and oversee the box office managers, EMT, police officers and ushering staff to ensure a smooth performance.
• Establish best practices and train all those who interact with HGO customers, including ushering staff, internal colleagues, and external partners.
• Ensure that all customer inquiries and issues are handled effectively and within established customer satisfaction policies.
• Serving as the organization’s customer service touchpoint by dealing with all escalated issues and making final decisions as needed.
• Regularly track and analyze customer inquiries and issues to develop solutions to optimize operating environment.

• Provide sales reports for all events.
• With Director of Marketing and Communications, analyze statistics to implement pricing strategies for subscriptions and single tickets.
• Manage internal and external telemarketing campaigns for subscription acquisitions and renewals.
• Create constituent reports and lists through the database on various behavioral criteria as needed for the organization.
Note: This job description represents the essential functions of the position but is not all inclusive. Additional duties reasonably related to the position may be assigned.

• Bachelor’s degree or equivalent work experience.
• A minimum 5 years of experience with a focus on sales and/or customer service required.
• Knowledge of and experience with the strategies and tactics of event-focused sales is required with a preference for those who have strong ticketing and subscription-based sales management experience.
• In-depth knowledge of ticketing applications and customer service databases preferred, preferably Tessitura.

• Strong verbal communication skills.
• Ability to lead, motivate, and manage teams to achieve set goals.
• Excellent critical thinking ability with amazing organizational skills.
• Ability to work evenings and weekends as required.
• Self-motivated and detail oriented, prioritize effectively, meet deadlines, and sustain productivity and professionalism under pressure.

PHYSICAL DEMANDS: Bending, stooping, sitting, and sometimes lifting up to 25 lbs.

Please direct inquires and forward a cover letter, resume and references to: hr@hgo.org

Houston Grand Opera is an Equal Opportunity Employer. Candidates for employment are considered without regard to race, color, sex, creed, religion, national origin, sexual preference, age, non-job related disability, or marital status.

Website https://www.houstongrandopera.org