cloud services manager

Patron Services Manager

Royal Winnipeg Ballet

Location: Winnipeg, MB – On site

Salary: $55,000 to $65,000 per year

Employment Type: Permanent, Full time

Start Date: As soon as possible, 1 vacancy

About the Company

The Royal Winnipeg Ballet enriches the human experience by teaching, creating, and performing outstanding dance. Located in the heart of downtown Winnipeg, the company is a leader in the city’s vibrant arts community. Founded in 1939, it holds the distinction of being Canada’s premiere ballet company and the longest continuously operating ballet company in North America. In 1953, the Company received its royal title, the first granted under the reign of Queen Elizabeth II.

About the Role

The Patron Services Manager is a people‑first leader responsible for building and leading a high‑performing customer service team that delivers exceptional experiences across every Royal Winnipeg Ballet touchpoint. Leading a team that supports Box Office, Front Desk, School Office, and Front of House operations, the manager creates a service culture focused on hospitality, accountability, continuous improvement, and results. The role empowers and develops staff, establishes service standards, and ensures patrons, students, families, donors, and visitors receive outstanding service at every interaction. As a key member of the Marketing & Communications team, the manager also plays an important role in audience growth and earned revenue generation through subscription retention, group sales, patron engagement, and school registration support.

Responsibilities

• Lead the day‑to‑day operations of the Patron Services department.
• Supervise, schedule, train, and support full‑time Patron Services Representatives, part‑time staff, and volunteers.
• Develop staffing schedules to ensure appropriate coverage across front desk, box office, school office, and performance needs, including evenings and weekends.
• Lead recruitment, onboarding, training, and performance management for patron services staff.
• Establish and maintain service standards, policies, procedures, and training materials to ensure operational consistency.
• Coordinate volunteer recruitment, scheduling, training, and onsite management for performances and events.
• Collaborate with internal departments to align patron services operations with organizational priorities and event needs.
• Oversee Front of House operations for performances, school showcases, and special events including scheduling, set up, merchandise, programs, and more.
• Serve as FOH Manager or designate FOH coverage for onsite performances and events.
• Prepare and distribute Front of House memos and operational documents in advance of performances.
• Supervise pre‑show, intermission, and post‑show patron service operations.
• Coordinate patron accessibility, guest services, issue resolution, and incident response as needed, in collaboration with the Director of Marketing and Communications.
• Ensure strong communication between venue teams, volunteers, customer service staff, and internal stakeholders.
• Oversee daily Box Office operations, ensuring appropriate controls, service standards, and revenue procedures are in place.
• Support ticket sales operations, subscription campaigns, and related revenue generation activities.