Reporting to the Director of Marketing and Engagement, the incumbent oversees audience services, box office operations, and related communications for Miller Theatre at Columbia University, the premier performing arts venue at Columbia University, dedicated to producing and presenting unique events in contemporary and early music, jazz, and opera. Responsibilities include maintaining high quality customer service for the Theatre???s diverse artists, audiences, students, faculty, and staff. Oversees Miller Theatre???s Box Office and Front of House operations and ticketing services; recruits and leads a team of student box office and front-of-house staff. The incumbent works to increase support for and awareness of Miller Theatre and its programming as a member of the marketing and engagement team. Serves as a Miller management representative at ticketed performances and other events as assigned. Performs related duties as assigned, including frequent evening and weekend hours.
Oversee Miller Theatre Box Office and Front of House operations and ticketing services provided for events taking place at Miller, ensuring compliance with University and department policies as well as optimal operations
Cultivate high quality customer service in contact with artists, audiences, students, faculty, and staff; employ techniques to effectively serve Miller???s diverse constituency; anticipate and resolve key event-related issues such as crowd management, ticketing problems, and late seating; and oversee responses to audience and patron inquiries
Operate and maintain the ticketing and patron management database; pull targeted lists for marketing and fundraising initiatives; ensure compliance with University PCI/DSS policies for credit card handling; work with the software vendor and Columbia???s IT department to resolve problems
Recruit, train, supervise and assess the performance of part-time student staff; prepare related payroll; foster an environment that enables staff to do their best work
Reconcile cash, credit card, sales, and audit reports on a daily basis; manage box office petty cash fund; and make ticket revenue deposits
Maintain sales and attendance records, develop and prepare reports to aid in budgeting, tracking, and projections, including point-in-time and year-over-year analysis
Provide accurate and timely audience communications, including with ticket buyers regarding order status/fulfillment, subscription renewals, and general inquiries; ensure accuracy in newsletters and promotional messaging
Oversee artist hospitality and maintain an inventory of related supplies
Maintain up-to-date knowledge of theater emergency procedures and audience safety guidelines
Monitor theater seating area, lobby, public rest rooms, green room, dressing rooms, and artist areas for cleanliness and working order
Certified as a New York City Fire Guard for Miller Theatre
Bachelor???s degree or its equivalent is required
Three years of related professional experience is required
A resume and cover letter must be submitted to be considered for the position
Prior experience with OvationTix and/or other ticketing system is strongly preferred.
Must have demonstrated skills in customer service, event management, financial management, and staff supervision. Exceptional planning, organizational, and team-building skills are necessary. Superior written and verbal communication skills are required, as is the ability to interact with a highly diverse group of constituents within and outside the University and performing arts community, utilizing savvy, tact, and discretion. A high level of energy and initiative is essential. Strong working knowledge of software and platforms utilized in box office operations and audience services (Excel, CRM systems, OvationTix or other box office platform, etc.) Ability to work nights and weekends is required.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 526509
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.