The UMTE Ticketing Services Manager - Operations co-manages the daily operations and event operations within the UMTE Offices at Northrop. This position maintains a professional customer service office environment, upholds the vision, mission, and values of Northrop, participates in the development of audience services standards and works collaboratively with members of the Northrop staff and other University Departments. The Ticketing Services Manager reports to the UMTE Box Office Manager and supervises a team of 15-20 student staff.
This is a full-time position, 40 hours a week with flexible schedule, including evenings, weekends and holidays (classification 18697, Program/Project ).
JOB DUTIES: 30% - Student Supervision:
Supervise approx 15-20 Student Ticket Office Assistants in daily operations in the UMTE Offices
Coordinate with the UMTE Ticket Office Management Team to recruit, hire, train, coach and evaluate student staff
Manage all paperwork for Ticket Office Assistants including job requisitions, I-9’s, HRIF, ARF’s, etc.
Manage student projects and their distribution.
Manage all aspects of new hire and refresher training for StudentTicket Office Assistants
Update and maintain Student Information Google drive
Enforce PCI (payment card industry standards) compliance requirements and procedures and train student staff on these requirements
Purchase and manage uniform inventory
30% - Event Management:
Work with the Ticket Office Management Team to coordinate event planning and logistics for various events. Makes recommendations for Night of Show operational procedures.
Act as Manager on Duty for assigned events - Troubleshoot and make decisions night of the performance
Process client/promoter/customer requests
Supervise student staff at events, ensuring they are informed and prepared to provide exceptional customer service
Provide various post-performance reporting, UMTE Director of Ticketing and/or Accounting Team
Establishes and maintains effective working relationships that promote positive teamwork and support of Northrop and UMTE
Keeps a positive attitude in a high volume and fast-paced environment in the office and during events, in all interactions with staff, students and patrons
15% - Box Office Operations:
Monitor and process ticket transactions (online, mail, in-person and telephone orders) to ensure effective and efficient service and completion
Maintain a professional Ticket Office environment.
Work with Ticket Office Management Team and UMTE Accounting Team to make sure all orders are paid, money is allocated properly and balanced
20% - Season Ticket Sales:
Oversee the processing of all Northrop Dance season ticket packages
Work with the Event Configuration Team to ensure each event is set up correctly including scaling, pricing, fees, bundles, etc.
Work with the Northrop Marketing Dept. in relation to announcement, onsales, deadlines, and season ticket mailing
Regulates and manages all inventory for assigned season events. This includes monitoring available inventory, managing holds, making suggestions for scaling/rescaling
Directs the staff in customer service resolution
5% - Assist UMTE Box Office Manager & Director of Ticketing: Special projects as assigned
High school diploma/GED and 5 years of box office experience. Coursework in a related field may substitute for some years of experience
Knowledge of AudienceView Ticket System or comparable ticket system
Available to work flexible work schedule including weekends, evenings and daytime hours
Strong writing, spelling and proofreading skills with strong attention to detail
Initiative to work independently and as part of a team
Strong problem-solving skills
Demonstrated ability to establish and maintain effective working relationships with a wide range of individuals in a diverse community
WORK DAYS: Monday to Friday with some weeekends
PAY RANGE: $43,000-$48,000
Internal Number: 343704
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.