The Ticket Services Manager provides wide-ranging supervision of the Carolina Performing Arts’ Box Office. This position, which reports to the Director of Marketing and Communications, manages ticket sales and services for all events in Memorial Hall, Gerrard Hall, and Historic Playmakers Theater as well as for CPA events held in other venues, including the James & Susan Moeser Auditorium located in Hill Hall. The Ticket Services Manager strives to ensure a positive patron experience and serves as the main point of contact for all ticketing-related customer issues. The responsibilities of this position can be divided into five primary areas: ticketing system management, customer service, sales, budget & financial management, and staff management.
The Ticket Services Manager will: build and manage performances, pricing, ticket scaling, information tracking and patron database in the Tessitura ticketing system; work with internal staff and Tessitura consultants/staff to produce custom reports and perform database maintenance, upgrades, and troubleshooting; serve as CPA’s point-person on Tessitura use and resources; determine and implement appropriate customer service policies and procedures to address customer requests, complaints, and challenges; assist Artist Relations and Development staff in providing VIP ticket services; establish and enforce policies regarding ticket sales, complimentary tickets, holds, returns, exchanges, and service fees; analyze reports of sales activity and other sales metrics and report on overall sales and marketing progress as well as notable sales trends, patron interactions and other information needed for formulate pricing and marketing campaigns; assist with Director of Marketing and Communication’s regular review of pricing, promotions and audience development; set annual budget for the Ticket Services department and participate in monthly budget review meetings with CPA Business Office; track and cost code department expenditures and verify their accurate reporting in CPA’s financial tracking software; supervise the daily processing, reconciliation, depositing, and reporting of all ticket sales and related transactions and ensure compliance with relevant procedures and policies; and manage 10 to 15 Ticket Services staff, including part-time student and full-time temporary employees and oversee their hiring, training, scheduling, review and promotion.
Specific job duties must be fulfilled will little to no direct supervision. The successful accomplishment of these responsibilities directly contributes to the image and reputation of Carolina Performing Arts and the University for thousands of patrons and countless UNC students, faculty, staff, and community members.
The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, race, national origin, religion, sex, sexual orientation, or status as a protected veteran.
The successful candidate will have:
Strong organizational and interpersonal skills;
Demonstrated ability to devise and provide effective customer service strategies to attract and retain patrons as well as to troubleshoot challenges;
Strong critical thinking and problem solving skills;
Demonstrated skills in managing small and large projects with multiple internal and external partners, as well as experience in supervising multiple staff members and projects;
Demonstrated ability to communicate effectively and diplomatically with a variety of individuals including university leadership, faculty, staff, students, leaders, and external stakeholders, as well as maintain effective working relationships with colleagues across campus and the community
Ability to prioritize, focus and achieve results in a fast paced and complex university environment.
Preference will be given to a candidate with:
2+ years of experience in customer service, sales, and/or event management fields
Experience with Tessitura or a comparable ticketing software
Experience managing or working with work-study students and temporary employees
Experience in the arts and/or in a university environment, or experience in philanthropy, non-profit organizations, government or public service
Carolina Performing Arts is responsible for planning and presenting a comprehensive performing arts program serving the UNC campus and beyond. Carolina Performing Arts strives to integrate the performing arts into the core academic and teaching mission of the University through its Arts@TheCore engagement initiative and champions the power of exceptional arts experiences to enrich, inspire, challe...nge and transform. CPA oversees all artistic programming, campus and community engagement, marketing and fundraising for its presented performances, and manages all operations of its venues including facility rentals, technical production, audience services, and ticketing.