Develop and implement strategies, plans, policies, and procedures to ensure a customer focused and inclusive audience experience. Ensure consistency and high standards for customer service across the Center. Serve as lead Americans with Disabilities Act coordinator to ensure accessibility compliance and enact new programs to address all aspects of an inclusive patron experience. Analyze customer service issues and recommend solutions and participate in the resolution process. Oversee floor staff and student workers to ensure the smooth operation of events and activities. Interface with security, hospitality, facilities, and custodial staff. Advise on signage and wayfinding within the venue and for events. Proactively inform YSC team on risks to stellar customer service and recommend solutions. Develop ticketing, pricing, and audience loyalty strategies. Develop, monitor, and reconcile department budget; oversees reconciliation of financial records. Manage box office operations, including ticketing platform. Serve as ticketing platform expert resource. Develop appropriate department-specific policies, procedures, and training. Serve as Client Relationship Management (CRM) platform expert. Proactively maximize the value and quality of data introduced into CRM systems. Develop audience data management policies, procedures, and training. Maintain custom reports, pull data, and provide market analyses. Supervise event coordinators, front of house staff, and other student staff as assigned Supervise, mentor, and train students in internships and professional work assignments Collaborate with technical production staff Perform other duties as assigned.
Preferred Education: Professional experience in a university environment. Experience with EMS, Salesforce, and/or Arts Vision a plus.
Preferred Education, Experience and Skills: Professional experience in a university environment. Experience with EMS, Salesforce, and/or Arts Vision a plus.
Required Skill/ability 5: Ability to work on evenings and weekends.
Posting Position Title: Audience Services Manager, Schwarzman Center
Required Skill/ability 3: Experience with databases, ticketing platform(s), CRM software. Technological problem solving/troubleshooting skills.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Audience Services Manager, Schwarzman Center
Required Skill/ability 1: Experience with creating policies and procedures for customer service, visitor services, and/or front of house. Superior attention to detail. Excellent communication skills. Strong interpersonal skills; ability to empathize.
Required Skill/ability 4: Demonstrated commitment to diversity, equity, inclusion, and accessibility.
Required Skill/ability 2: Demonstrated experience with customer service and/or visitor experience issues.
Bachelor's degree and four years professional experience in management of a computerized theater box office, or equivalent combination of education and experience.
Internal Number: 65155BR
About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.