Careers

SUMMARY: The Director of Marketing acts as the Marketing Department’s second-in-charge, closely collaborating with key members of Marketing, Ticket Office, and Telesales staff to ensure the overall coordination and execution of marketing, sales, and promotional strategies for all revenue-generating concerts by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.

1. 1. Works with Vice President for Marketing and Strategic Engagement to plan advertising and promotional strategy for the season based on budgeted goals. Implements advertising and promotional plan for all concerts.
   2. Works closely with the VP in order to generate annual expense/revenue budgets, and help determine income goals for all concerts, quarterly financial forecast updates, and monitoring of expenses
   3. Develops and manages detailed media plans, including but not limited to online, print, radio, web and display/outdoor. This may include managing, and providing direction to an outside media agency. Places all media buys and manages expenses for subscription and single ticket sales campaigns; and pursues media sponsorships.
   4. Negotiates and manages all cash/trade deals with print, broadcast and digital media partners including Artslandia publishing partnership.
   5. Manages timelines and content development for all television and radio campaigns. Works with the Vice President for Marketing and Strategic Engagement as well as the Artistic Administration to prepare scripts and music segments for commercial radio station spots, and identifies footage, music and other content for television spots; works with station representatives and/or outside vendors to coordinate spot production.
   6. Monitors and adjusts advertising strategy as necessary to maximize ticket sales. Utilizes Tessitura Analytics software to identify sales trends, challenges and opportunities.
   7. Maintains effective communication with the Creative Services team regarding specs and deadlines for all advertising/marketing projects.
   8. Supervises Web and Digital Content Manager to ensure that the website and digital marketing campaigns (e.g. emails, digital ads, eNewletter) achieve stated goals, stimulate annual sales, promote audience development, and support community engagement.
   9. Identifies new and innovative opportunities to increase awareness of the Oregon Symphony by maintaining and developing relationships with partner organizations and companies.
   10. Monitors and approves budgets related to ad spending and collateral production.
   11. Works closely with VP and marketing team to test ideas for building audiences, including, but limited to clubs, memberships, rewards programs, and season specific promotions. Evaluates concept logistics and viability, identifies measurable goals with VP and oversees implementation of approved projects.
   12. Oversee marketing plan development, campaign execution and sales growth for targeted audience development, such as: College Student and diversity programs,
   13. Evaluates telesales lists, reviews call scripts, and sets monthly goals with Telesales and Audience Development managers.
   14. Prepares and analyzes daily sales reports. Tracks pacing of concert sales. Identifies opportunities and coordinates pricing adjustments (i.e. dynamic pricing strategies) with Ticket Office Manager to maximize revenue and maximize concert hall capacities based on demand.
   15. Generates concert-specific earned revenue forecasts based on historical data and trends, along with strategies/programs for improving sales performance.
   16. Conducts market research (quantitative and qualitative), surveys and campaign A/B testing in order to stimulate/increase ticket sales, evaluate patrons’ concert experiences, improved ad campaign effectiveness, test new concepts/programs for patrons, gauge brand perceptions and more.
   17. Works with VP to plan profiles, features, and President’s letters for concert programs.
   18. Works with the Creative Services team to ensure adherence to organizational branding guidelines across all platforms, enforce brand and aesthetic values among all departments
   19. Monitors trends and developments in marketing and the non-profit arts sector and  incorporates those trends into OSA’s campaigns appropriately.
   20. Attends weekly artistic planning meetings and researches marketability of proposed artists.
   21. Attends concerts and Symphony events. Is available to support projects in hall – promotional displays, events, talks, etc.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• • Education and/or Experience: Bachelor's degree (B. A.) from four-year college or university and a minimum of five years marketing experience, preferably in the arts sector, ideally with a performing arts institution. A passion for classical music is a plus.
  • Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.
  • Mathematical Skills:  Ability to budget and forecast with accuracy and to calculate figures and amounts such as discounts, percentages, etc.
  • Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
  • Computer Skills:  Extensive Excel spreadsheet experience; working knowledge of Microsoft Office software; ability to quickly learn and use new software; Tessitura database software experience a big plus.
  • Certificates, Licenses, Registrations: None required

OTHER SKILLS AND QUALIFICATIONS::                                                             

• • Experience in pricing tickets and forecasting sales.
  • Strong proofreading skills as requested for marketing materials
  • Team player.  Flexibility to work occasional evenings and weekends as needed.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

• • Problem-Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
  • Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
  • Interpersonal Skills - Maintains confidentiality; remains open to others' ideas and tries new things.
  • Communication - Speaks and writes clearly and informatively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings; presents numerical data effectively; able to read and interpret written information.
  • Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
  • Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
  • Business Acumen - Demonstrates knowledge of market and competition; works within approved budget; contributes to profits and revenue; conserves organizational resources.
  • Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
  • Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; promotes a harassment-free environment; observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
  • Strategic Thinking - Develops strategies to achieve organizational goals; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
  • Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
  • Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.
  • Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
  • Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
  • Quality and Quantity - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality; meets productivity standards; completes work in timely manner.
  • Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with change, delays, or unexpected events.
  • Dependability - Is consistently at work and on time; follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.
  • Initiative - Takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
  • Innovation - Meets challenges with resourcefulness; generates suggestions for improving work.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

This position is currently operating remotely, though in-person work in Portland will be required as guidance related to COVID-19 evolves.

APPLICATIONS

The Oregon Symphony is an equal opportunity employer and is committed to diversity, equity, and inclusion in all facets of the organization. We seek to develop a diverse candidate pool and welcome nominations and applications from all qualified candidates regardless of race, gender, sexual orientation, age, disability, religion, or national origin.

If you are interested in the position, please submit a cover letter and resume to careers@orsymphony.org. No phone inquiries, please.

Position is open until filled.

Download Position Description as PDF

SUMMARY: The Assistant Director of Development is responsible for developing the donor pipeline by managing a portfolio valued at approximately $300K annually and comprised of 215 leadership annual donors and acquisition prospects. The ADOD serves as a primary interface within the community, building strong relationships within their portfolio. The ADOD will focus on soliciting gifts for the Annual Fund with additional asks for special projects (such as gala, opening night, broadcasts, education, concert sponsorships, etc.). Additionally, the ADOD will work to secure planned giving commitments from within their portfolio.

The ADOD will accomplish annual goals through in-person meetings with prospects, phone and email communication, written appeals, and organizational events. The ADOD will additionally be responsible for identification of new prospects, conducting prospect research, portfolio forecasting, maintenance of donor/prospect contact information in the Tessitura database, and stewardship of donors.

Position requires the flexibility to work evenings and weekends as needed during concert season (approximately 3-5 nights per month).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Manage relationships with Oregon Symphony donors, developing individual strategies for each donor to ensure regular contact with appropriate Symphony representatives.
2. Cultivate and steward current and potential donors as appropriate to their giving level through opportunities to observe education and outreach programs, rehearsals, chamber music events, Parties of Note, and donor events with goal to identify and engage donors.
3. Cultivate and steward current and potential Encore Society (planned giving) members. Work to create Encore Society (planned giving) materials for prospects and potential prospects.
4. Track, manage, and record portfolio activity in Tessitura as well as pull specific exports and reports from the Tessitura database.
5. Acts as the liaison between Oregon Symphony and outside volunteer organizations such as Friends of the Symphony and Parties of Note to monitor, coordinate, collaborate and communicate successfully.
6. Assists with Board of Trustees Development Committee meetings by adding prospects that the board could help to cultivate, solicit, or steward as well as assisting in other committee meetings.
7. Manage special projects, such as writing and preparing proposals, and relationships when appropriate or as needed by the development department.
8. Other duties as assigned. 

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree plus 1+ years’ experience in Development, specifically with solicitation; or equivalent combination of education and experience. Evidence of ability to achieve goals.
• Strong organizational skills; self-starter; ability to manage multiple projects simultaneously; ability to effectively manage and grow relationships.
• Strong communication skills, both interpersonal and written; customer service focus; ability to interact effectively and empathetically, and build rapport, with people from a wide variety of backgrounds.
• Experience with tracking work in a donor database. Working knowledge of Excel and other programs in the Microsoft Office suite. Experience with Tessitura a plus.
• Quantitative and logic skills; ability to budget and forecast with accuracy. Positive, imaginative, and pragmatic approach to problem-solving.
• Ability to work evenings and weekends as needed during concert season (approximately 3-5 nights per month).
• Sense of humor required. Passion for live symphonic music a plus. 

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies.  

• Ethics - Treats everyone with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values; Maintains confidentiality.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Communication – Speaks and writes informatively, clearly and persuasively; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Change Management and Adaptability - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results; Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Business Acumen and Fiscal Management - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals; Works within approved budget; Contributes to profits and revenue; Develops and implements cost saving measures; Conserves organizational resources.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; observes safety and security procedures; Respects diversity.
• Strategic Thinking and Innovation - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions; Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality and Quantity - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Dependability - Is consistently at work and on time; Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan; Plans in advance for time off.
• Motivation and Initiative – Requires minimal supervision; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals; Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is occasionally exposed to moving mechanical parts such as printers. The noise level in the work environment is usually moderate.

To perform the duties of this position, the employee is required to have reliable transportation to meet with donors and attend events. This position is currently being performed in a hybrid remote/in person model and requires access to high-speed internet from remote location(s). As health guidelines change, it may revert to a full-time in-office position.

Download Position Description as PDF

SUMMARY

The Marketing Manager has the responsibility for all facets of the marketing campaign, supervises the Marketing Operations Coordinator and reports to the Director of Marketing. The position oversees subscription and single ticket campaigns as well as the solicitation and analysis of patron data, develops/executes marketing strategies, programs, and events designed to deepen relationships with ticket buyers for longer-lasting engagement marked by additional ticket purchases and philanthropic contributions. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Core responsibility: to manage subscription and single ticket marketing campaigns in order to achieve maximum revenue and tickets sold by engaging in the following tasks:

1. 1. Actively monitors sales on a daily basis and shares current sales reports at weekly staff meetings. Generates strategic recommendations for improving sales trends and meeting revenue forecasts.
   2. Identifies and defines existing patron segments in database based on type of purchases, frequency of purchases, event attendance and overall contributions to the organization.
   3. Increases earned revenue by developing and executing programs for target database segments. These plans would include, but are not limited to, ticket purchase promotions and incentives, patron loyalty programs to increase subscriber retention; upgrade programs through which patron purchasing commitment would become larger; step-up programs to move single ticket buyers into larger package purchases (via multi-ticket purchases or conversion to subscription); and stewardship programs to continually move patrons along the continuum from first-time buyer to brand ambassador.
   4. Maintains day-to-day contact and collaboration with the Creative Services team for execution of marketing messaging. Creates, or directs the creation of, job tasks for the Creative Services team, and works with Creative Services towards completion of tasks.
   5. Supports the Director of Marketing for generating annual expense/revenue budgets and helps determine income goals for all concerts while monitoring expenses.
   6. Oversees the coordination of target lists for acquisition campaigns with the Teleservices Manager.
   7. In conjunction with the Director of Marketing, develops and tests strategies to connect with emerging audiences – students, new movers, young professionals, groups, etc.
   8. Collaborates with members of the Marketing team as a whole, and partners with other departments for strategic consultation.
   9. Enhances the bond between patrons and the organization by developing behind-the-scenes experiences as well as subscriber events and special giveaways. Works with support of Director of Patron Services to execute these strategies.
   10. Leads market research to help the organization meet its strategic goals through increased ticket and contributed revenue. 
   11. Helps establish research methods, such as surveys, opinion polls, or questionnaires, and designs means for collecting data for projects. Develops and assists in conducting surveys and focus groups to analyze customer purchasing patterns, preferences, and the organization’s image and marketing effectiveness.
   12. Researches market conditions and conducts feasibility studies to determine market demand for existing and new products or services. Analyzes new and current data to develop new product offerings and research methods.
   13. Maintains market intelligence to examine, analyze, and compile statistical data.
   14. Gathers, analyzes, and compares competitors’ single ticket, subscription package pricing, and benefits structure to that of organization.
   15. Prepares ongoing patron migration reports as well as weekly subscription sales reports. Monitors subscription activity daily during renewal promotion season. Summarizes findings and makes recommendations for action plans as needed.
   16. Manages expenses and provides invoice reconciliation: codes and manages marketing invoices, and reconciles with accounting department.
   17. Attends Symphony concerts and events.
   18. Other duties may be assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Database Skills: Experience with ticketing databases; Tessitura strongly preferred. Ability to work with database administrator to find programming solutions to test new subscription packages as well as streamline/troubleshoot existing subscription transactions.
• Mathematical Skills: Ability to budget and forecast with accuracy and to calculate figures and amounts such as discounts, percentages, etc.
• Education and/or Experience: Bachelor's degree or higher from four-year college or university and a minimum of four years marketing or development experience, preferably in the arts or entertainment sectors. Audience/consumer development experience preferred.
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Other Computer Skills:  Extensive Excel spreadsheet experience including ability to use graphs and charts effectively; working knowledge of Microsoft Office software; ability to quickly learn and use new software; Tessitura database software experience a big plus.
• Certificates, Licenses, Registrations: None required

OTHER SKILLS AND ABILITIES:

Successful candidate will be able to demonstrate a blend of analytic and intuitive thinking, combined with the ability to view the world from patrons’ point of view. Ability to communicate clearly and persuasively in a variety of media.

OTHER QUALIFICATIONS:

Team player.  Flexibility to work occasional evenings and weekends as needed.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies: 

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Maintains confidentiality; Remains open to others' ideas and tries new things.
• Communication - Speaks and writes clearly and informatively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Demonstrates knowledge of market and competition; Works within approved budget; Contributes to profits and revenue; Conserves organizational resources.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Promotes a harassment-free environment; Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Strategic Thinking - Develops strategies to achieve organizational goals; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality and Quantity - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Meets productivity standards; Completes work in timely manner.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with change, delays, or unexpected events.
• Dependability - Is consistently at work and on time; Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.
• Initiative - Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

Position is open until filled.

Download Position Description as PDF

SUMMARY: Serve as front-line Ticket Office Representative of the Oregon Symphony providing exceptional customer service in the ticket office, concert hall, and Symphony events.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.

1. Maintain a detailed, proficient, and working knowledge of:
   • Tessitura systems
     • Create, update, and recognize all coded information on an account;
     • Maintain and alter accounts – exchange tickets, take payments, add/remove tickets, add/remove options, etc.
   • Concert Event information
     • Season, single, and general admission ticket event codes;
     • Hall section map, appropriate ticket types, and pricing for all events;
     • Look up seats/maps and sell events on new and existing accounts.
     • Programs, products, community events, panel discussions, and all other Symphony endeavors.
     • Ticket Office policies.
2. Provide exceptional customer service by:
   • Selling tickets to Symphony concerts at the Oregon Symphony Ticket Office and the Arlene Schnitzer Concert Hall requiring weekday, weekend, and evening work during the Symphony season.
   • Answering a high volume of incoming phone calls directed to the ticket office (roughly 80% of all transactions occur via phone) and greeting walk-in patrons;
     • Providing helpful information and assistance to patrons and staff in a pleasant and efficient manner
     • Ascertain customer needs and make product recommendations that meet those needs using consultative sales techniques to ensure all subscriber benefits are explained and revenue is maximized
3. Assist in the operation of the Ticket Office:
   • Assemble ticket packets and other mailings as needed.
   • Balance cash and checks against sales – both daily at the Symphony Ticket Office and at each performance when working at the concert hall ticket booth.
   • Participate in concert preparation as needed including printing and assembling will call tickets, printing updated seating reports, processing online orders, and handling last minute seat change requests.
4. Assist with special projects as needed:
   • Staff Symphony tables at selected events by answering questions, handing out materials, and collecting information, while maintaining a pleasant and professional disposition as a representative of the Oregon Symphony.
   • Help with giveaways and contests.
   • Staff and assist with once-a-year Symphony Gala and community concert.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: Employment experience in a customer service or retail sales position required. One year experience in a ticket/box office greatly preferred.
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
• Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Computer Skills: To perform this position successfully, an individual should have a familiarity with CRM software, Tessitura a plus; Microsoft Office software including Excel, Word, and Outlook.
• Certificates, Licenses, Registrations:  None required.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies.

• Ethics and Professionalism: Treats others with respect and tact; Keeps commitments; Inspires the respect and trust of others; Works ethically and with integrity; Maintains confidentiality; Keeps emotions under control; Reacts well under pressure; Accepts responsibility for own actions.
• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Teamwork: Balances team and individual responsibilities; Exhibits confidence in self and others; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.
• Organizational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Displays orientation to profitability and contributes to profits and revenue; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment; Observes safety and security procedures.
• Quality and Quantity: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Measures self against standard of excellence; Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Uses time efficiently.
• Problem Resolution: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics or people.
• Communication: Speaks clearly and persuasively in positive or negative situations; Listens without interrupting and gets clarification; Responds well to questions; Participates in meetings; Writes clearly and informatively; Able to read and interpret written information.
• Judgment: Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
• Motivation and Initiative: Demonstrates persistence and overcomes obstacles; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Strives to continuously build knowledge and skills; Shares expertise with others.
• Dependability: Follows instructions, responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan; Is consistently at work and on time; Arrives at meetings and appointments on time.
• Adaptability: Adapts to changes in the work environment; Changes approach or method to best fit the situation.

OTHER SKILLS AND ABILITIES: Exceptional customer service skills, strong attention to detail, ability to work in a fast paced, multitask, team environment, basic computer and typing skills required, appreciation for live symphonic music a plus, sense of humor.

OTHER QUALIFICIATIONS: Ability to work nights and weekends during concert season, occasionally on short notice. 

Hours: 35 hours weekly Full Time Position; this position is currently being performed as a hybrid model and requires access to high-speed internet via an ethernet cable connection. As health guidelines change, it may revert to a full-time in-office position and work will be conducted at the Symphony business offices or Arlene Schnitzer Concert Hall. Scheduling may change seasonally. Any changes to the posted schedule must be approved by the Supervisor at least 24 hours in advance. Person in this position must be able to work a flexible schedule that will include evening and weekend hours during the Symphony season.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus for use of computer monitor and proof-reading of print materials. 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts such as computer printers. The noise level in the work environment is usually moderate.

This position is currently operating on a hybrid model (i.e. remote and in-office), and requires in-person shifts at the ticket office and concert hall as CDC guidance related to Covid-19 evolves.

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