Ticketing Services Manager

Job Description Summary
The Ticketing Manager oversees the daily operations of Chapman Universitys Ticketing Services ensuring a seamless experience for patrons across university departments including the College of Performing Arts Musco Center for the Arts Athletics Special Events and the Hilbert Museum. This role requires expertise in ticketing technology customer service and event operations as well as the ability to manage and develop a team of student and professional staff. The Ticketing Manager must be highly organized detailoriented and capable of working efficiently under tight deadlines. Chapman Universitys Ticketing Services was recently awarded the 2025 Outstanding Ticket Office of the Year Award recognizing its excellence in customer service innovation and operational efficiency. The new manager will be expected to uphold these high standards continuing to elevate the departments performance and industry reputation. This position requires a flexible schedule including evenings and weekends to ensure successful event and staffing coverage.

Responsibilities
Supervises Ticketing Operations: Oversees ticketing staff to ensure consistent highquality customer service across all patron interactions. Frequently serves as the onsite ticketing lead for events including nights and weekends ensuring smooth event . Manages Ticketing Scheduling: Oversees the scheduling of ticketing office operations ensuring appropriate staffing levels during business hours (MondayFriday 9 AM4 PM) and during events. Manages the schedules for 30 staff/student employees to provide timely and efficient patron assistance in person by phone email and web chat. Proactively manages staffing schedules to ensure adequate coverage for all events including highvolume or complex ones by responding to lastminute callouts and schedule changes as they ariseeven outside regular office hours including evenings and weekends. Ticketing Software Configuration: In assistance to the Database Manager configures ticketing components within AudienceView (ticketing software) including events series bundles pricing charts venues promotional offers and article pages with the goal of efficient sales flows that result in seamless customer service transactions. Manage EventBuild Process: Oversees the eventbuilding process ensuring all events are accurately configured thoroughly proofed and delivered to organizers on time even when submissions are received last minute. Maintains strict attention to detail to prevent errors and ensures all deadlines are met. Hires Trains and Oversees Student Employees: Manages the recruitment onboarding and supervision of student employees in Ticketing Support and Event Support roles. Approves timesheets and ensures student staff receive proper training and development opportunities. Serves as Ticketing Liaison: Maintains direct and ongoing communication with campus partnersincluding the College of Performing Arts Musco Center Athletics Special Events and the Hilbert Museumto ensure their ticketing needs are met effectively and efficiently. Ensures Compliance with Payment & Financial Policies: Upholds Payment Card Industry PCI security compliance and ensures adherence to university policies regarding cash handling refunds and deposits. Regularly reviews reports to confirm accuracy and financial integrity within ticketing transactions. Oversees Ticketing Software & Policy Training: Ensures the development and implementation of a highquality training program for new and existing AudienceView users. Coordinates training efforts led by various Ticketing Services team members and ensures all ticketing staff and university partners are well informed on ticketing policies procedures and best practices. Stays Informed on Industry Trends & Best Practices: Maintains a strong understanding of industry trends particularly within university ticketing operations. Engages with industry contacts to identify innovative solutions for complex ticketing configurations and operational improvements. Manages Reporting & Budget Analysis: Oversees financial reporting for various departments including postevent settlements and monthly budget analysis. Monitors revenue and student labor expenses making necessary adjustments to ensure the department operates within budget.

Required Qualifications
Ticketing experience AudienceView or other ticketing software experience Supervisory experience Extremely strong attention to detail Ability to work frequent nights and weekends Reliable transportation Ability to solve complex solutions with creative approaches Ability to work well with others Ability to lead and inspire others Ability to identify new solutions to advance department A commitment to continuous growth and improvement