Reporting to the Director of Marketing and Communications, the Ticketing Services Manager is directly responsible for the daily operations and staffing of the Carolina Performing Arts (CPA) Box Office. This position serves as front-line manager overseeing the sale of tickets for approximately 150 events per year in Memorial Hall, CURRENT ArtSpace + Studio, Gerrard Hall, Historic Playmakers Theater, and Moeser Auditorium. Events include live experiences and digital presentations, as well as campus and community rental events. The Ticketing Services Manager (TSM) is an internal expert in the Tessitura ticketing system, performing independent and error-free sales and reporting duties while also guiding other staff in appropriate use of the system. They directly contribute to the achievement of ticket sales goals and revenue targets, expansion of patron loyalty, and growth of new audiences for the organization.
The Ticketing Services Manager is expected to engage with the full scope of Carolina Performing Arts offerings in order to maintain and apply a nuanced understanding of our mission, key messages, and audience goals when delivering positive and productive customer service experiences. This role is highly visible to the public and is responsible for communicating nuance and detail effectively as well as creating an inclusive and accessible experience for all. The TSM regularly collaborates both within and across departments to effectively capture, organize, and share key ticketing data, box office trends, and insightful customer information and feedback to support alignment between overarching audience-building efforts and successful event execution.
The TSM leads and supervises a team of part-time student sales staff during daytime Box Office operating hours as well as during events, which includes some evening and weekend hours during our performance season. This position lives within the Marketing & Communications team at CPA and requires close partnership with our audience services (front of house), business office, artistic, development, and production departments, as well as frequent communications with a variety of UNC campus units.
Minimum Education Requirements: Bachelor’s degree in business administration or a related discipline; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
Essential Qualifications & Experience
Substantial experience using Tessitura (or similar ticketing platform) to perform manager-level functions such as building shows, generating reports, and managing patron data.
Proficiency in software like Microsoft Office (Outlook, Excel, Teams) and the Adobe Suite, as well as cloud-based project management platforms.
The ability to model, supervise, and train people in the creation of a positive, inclusive, and accessible experience for anyone who engages with the CPA ticketing office.
Knowledge and experience providing warm, professional customer service and sales in a busy environment.
Demonstrated ability to communicate specific, accurate information between groups of people in a timely manner.
Detail-oriented skillset as evidenced by the ability to organize information clearly and simplify complexity where needed.
A strong sense of initiative and curiosity and the ability to work as part of a small, professional team.
Excellent judgement and ability to balance competing responsibilities with the skill to identify appropriate escalation measures.
The ability and desire to have a schedule that includes some evenings and weekends during the performance season.
Knowledge of PCI compliance, credit card security, and ADA policies.
Proven ability to connect one’s own work and goals to the broader mission and values of an organization.
Demonstrated enthusiasm for and alignment with Carolina Performing Arts’ mission and institutional values of curiosity, humility, and ambition.
Ability to build internal stakeholder relationships across the organization with staff, senior leaders, and team members in a manner that contributes to a values-driven culture.
Preferred Qualifications & Experience
A minimum of two (2) years’ experience in a professional ticketing services position (box office, membership, audience services) in the arts field.
Formal training in Tessitura ticketing system
Familiarity with the typical structure and operations of non-profits, especially in the arts and culture field, is highly desirable. Experience working across multiple departments including fundraising/development, programming, operations, and production is particularly valuable.
A background in and passion for the arts is also desirable.
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.
About Carolina Performing Arts at UNC Chapel Hill
The mission of Carolina Performing Arts (CPA) is to spark curiosity, inspiring all members of our community to discover and more fully engage with the world. We collaborate with dynamic and compelling artists from across the globe to create novel, mission-driven performing arts experiences in partnership with our community. We also open our venues to others to explore, create, and celebrate their own work. Through the Office of the Executive Director for the Arts, CPA oversees all artistic programming, campus and community engagement, marketing and fundraising for its presented, commissioned and produced work, and manages all operations of its venues including facility rentals, technical production, audience services and ticketing.
Carolina Performing Arts thrives because of our collaborations with a diverse cohort of partners that create deeper understanding for our audiences and enable us to be empathetic visionaries. As our campus, state, nation, and world continue to reckon with systemic injustices, we are committed to being an agent for change and making certain that our internal practices reflect the values that are made visible on the stage. We have identified a set of eq...uity priorities and goals to guide us in evaluating and redesigning our own systems, operations, and culture. In September 2021, CPA launched a permanent Equity Council made up of eight staff members, including a leadership representative, who serve as an advisory body supporting the development and execution of those priorities. Our work is made possible – and made better – through the contributions of team members from a wide array of backgrounds, experiences, and identities. We seek to recruit and develop staff to create a welcoming, inclusive, and equitable organization.