Be part of UW-Madison’s premier performing arts presenter serving the campus and greater Madison community with music, dance, theater, and more since 1920. The Wisconsin Union Theater typically hosts more than 300 events annually, through its own presentations and through rentals, and provides ticketing support to more than 200 events at several campus locations. Events are in-person, virtual/livestreamed, or a hybrid event (both in-person and livestreamed).

This position is responsible for all of Wisconsin Union Theater (WUT) and Campus Arts Ticketing (CAT) operations including subscription campaigns, ticket pricing, packages, and policies, overseeing the Memorial Union Box Office and UW-Madison's ticketing services for all arts units on campus and WUT’s rental customers. This position oversees a full-time Box Office Manager and Ticketing Website and Systems Administrator and manages relationships with a diverse group of arts organizations and departments using CAT’s ticketing services. The ideal candidate will bring experience, strategy, and innovation to bring WUT’s ticketing to the next level. This position will work collaboratively with the WUT staff and Wisconsin Union’s Marketing team on ticketing strategies that will help attract and build new audiences, deepen audience engagement and retention, and diversify ticket-buying options to serve our audiences and our organization. This position reports to the Wisconsin Union Theater Director and supervises the Box Office Manager, and the Ticketing Systems and Web Administrator, and indirectly supervises about 10-15 temporary or student employees who make up box office personnel. The Director of Ticketing supports student learning by mentoring and teaching students about box office and ticketing operations of the Wisconsin Union Theater and Campus Arts Ticketing. The Union Theater is a collaborative work environment that values creativity, innovation, diversity, and social justice.

RESPONSIBILITIES

Oversees customer services and/or retail programs and operations including the implementation of operational procedures and proper staffing to ensure effective customer service and achievement of overall unit goals.

• 15% Directs and audits customer services and/or retail program operations to ensure customer service objectives are met
• 20% Implements operational procedures, methods, and policies to achieve established goals, meet compliance requirements, and ensure effective service
• 10% Develops and schedules unit operational work plans
• 20% Provides operational and strategic guidance to all unit staff
• 10% Identifies, develops, and facilitates staff training opportunities
• 5% May create and monitor the unit operating budget and approve expenditures
• 10% Exercises supervisory authority, including hiring, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2 full-time equivalent (FTE) employees
• 5% Serves as the unit liaison to ticketing software company as well as internal and external stakeholder groups providing arts ticketing and activities information and representing the interests of the unit
• 5% Work with IT professionals to ensure proper networking and cybersecurity for Memorial Union Box Office and satellite box office locations and serve as Campus Arts Ticketing's PCI Compliance Official in conjunction with UW-M's PCI Compliance team