Patron Services Manager

Patron Services Manager

Hawai'i Symphony Orchestra

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)

To Apply

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

Applications will be reviewed as received.

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.

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.

Led by Music and Artistic Director Dane Lam, Hawai‘i Symphony Orchestra (HSO) connects Hawai‘i and the Pacific through visionary live music, serving as the premier provider of symphonic art forms throughout the region. The HSO, which performs at the Blaisdell Concert Hall, the historic Hawaiʻi Theatre, and other community venues, features dozens of award-winning musicians who bring a unique Pacific perspective to a diverse repertoire. The HSO reaches 140,000 residents annually in Hawai‘i and the Pacific through its performances and educational programs. The Symphony produces more than 50 performances each season, including the Halekulani Masterworks Series, the HapaSymphony Series, Films in Concert, and other special performances.