CRM Operations Manager

CRM OPERATIONS MANAGER

DEPARTMENT	REPORTS TO	PAY GRADE	STATUS
Revenue Operations	Senior Director, Revenue Operations & Insights	Pay Grade 3 / $84,004.04 – $90,000.00	Full-time, exempt, hybrid (min. 3 days/week in office)

About San Francisco Ballet

San Francisco Ballet embodies the spirit of its city: innovative, forward-thinking, and unafraid to challenge convention. Founded in 1933, the company has long understood that ballet's power lies in its ability to blend timeless tradition with modern relevance — from presenting America's first full-length productions of Nutcracker and Swan Lake to consistently pushing the boundaries of contemporary choreography. That same spirit runs through San Francisco Ballet School, one of the premier training grounds for dance in North America, which has shaped generations of dancers and continues to build the pipeline of artistic talent that keeps the company's future as strong as its present. Under the artistic direction of Tamara Rojo and executive leadership of Branislav Henselmann, San Francisco Ballet is leading boldly into a new era, guided by a Comprehensive Enterprise Strategy that aligns artistic vision, organizational momentum, and civic energy toward a genuinely rare moment of opportunity. The company is reimagining what ballet can be, and making the case that its most compelling chapter is still ahead.

POSITION OBJECTIVE

Reporting to the Senior Director of Revenue Operations & Insights, the CRM Operations Manager serves as a key functional administrator and business operations partner for Tessitura. This role supports system configuration, user onboarding, documentation, data quality, reporting coordination, and cross-departmental CRM processes for Development, Audience Development, Brand, Ticketing, and other stakeholder teams. The Manager helps ensure that Tessitura is used consistently, accurately, and effectively across the organization, while partnering with IT, Tessitura support, and external vendors on technical issues, integrations, and system enhancements.

Job Duties and Responsibilities

CRM System Administration & Project Management

• Serve as a functional Tessitura administrator, supporting configuration, system tables, workflows, user roles, permissions within Tessitura, documentation, training, and process standards.

• Coordinate Tessitura upgrades, patches, and enhancements by supporting testing, issue tracking, stakeholder communication, and rollout planning.

• Partner with IT, Tessitura support, and external vendors to identify, document, and escalate integration issues, technical problems, and system enhancement needs.

• Maintain Tessitura documentation, including configuration notes, process guides, user procedures, and training materials.

• Support the evaluation and implementation of Tessitura enhancements, patches, and new module functionality; assist with implementation planning and rollout coordination.

• Provide Tessitura training to new staff organization-wide; develop and maintain onboarding and training materials.

• Triage Tessitura user access issues and escalate to IT helpdesk or Tessitura support as appropriate; track resolution and communicate status to affected users.

• Lead the internal Tessitura Users Group to share best practices, coordinate user needs, document decisions, and support ongoing improvement of Tessitura processes.

• Serve as day-to-day liaison with Tessitura support and external vendors, including the Tessitura programmer; help coordinate work requests, track progress, and communicate status to stakeholders.

• Actively engage with the Bay Area Tessitura Users Group and the broader Tessitura Users Network to implement best practices organization-wide.

Audience Development, Brand, and Ticketing Reporting

• Provide functional reporting support for Ticketing, Audience Development, Brand, and Revenue Operations by helping define reporting needs, prepare approved list pulls, validate data, and coordinate recurring reports.

• Support campaign, ticketing, and audience reporting by generating standard Tessitura queries, extracts, and list pulls within established procedures.

• Partner with the Tessitura Programmer, IT/Data, or other technical resources on more complex dashboards, advanced analytics, SQL queries, and data visualization needs.

• Generate routine data extractions and list pulls for marketing campaigns, email programs, and audience development initiatives using established procedures; help ensure accurate source code tracking and basic results reporting.

• Support routine data pulls and reporting requests, while documenting recurring needs and helping convert them into standardized reports, templates, or procedures in partnership with the Senior Director, IT/Data, or the Tessitura Programmer.

Data Quality & Governance

• Support Tessitura data quality by maintaining documented data hygiene procedures, including duplicate review, NCOA coordination, account merging procedures, data appends, and constituent record standards.

• Help document and reinforce data entry standards across Tessitura user groups.

• Identify data quality issues and coordinate resolution with the appropriate department, IT, Tessitura support, or external vendor when needed.

Departmental Support Services

• Provide first-level functional support for Tessitura users, including questions related to workflows, user roles, data entry, reporting procedures, and system use.

• Document, triage, and escalate technical issues involving website transactions, integrations, login problems, data syncs, or system errors to IT, Tessitura support, the Webmaster, or external vendors as appropriate.

• Support the Senior Director on CRM process improvement, documentation, reporting coordination, and cross-departmental Tessitura initiatives.