Assistant Director of Ticketing and Strategy

SALARY: up to $55000-$56000 annually

POSITION SUMMARY: The Assistant Director of Ticketing and Strategy is a frontline operational leader at the Morris Performing Arts Center responsible for overseeing daily box office functions ensuring fiscal responsibility and providing excellent customer service. Acting as Manager on Duty in the absence of the Director of Ticketing and Strategy this role provides staff supervision helps research and implement fraud prevention measures supports responsible fiscal controls and helps resolve issues during events and operational hours.

This role works directly with promoters and internal departments to build events in the ticketing system manage pricing and promotions and support communication for on-sales promos and accessibility. The Assistant Director of Ticketing and Strategy serves as a primary contact for escalation of customer issues resolving conflicts with professionalism and authority while modeling the City of South Bend Core Values Excellence Accountability Innovation Inclusion and Empowerment through strong communication sound judgment and a commitment to operational excellence.

As a leader and employee of the City of South Bend you are called upon to serve in a manner that supports Our Core Values: Excellence Accountability Innovation Inclusion and Empowerment as you carry out our primary employee expectations: Champion Values & Organizational Pride Champion Operational Excellence Make Sound Decisions Embrace Coaching and Accountability Communicate with Excellence Value Diverse People and Perspectives Embrace Personal Development Exhibit a Positive Attitude and Own Your Health Wellness & Safety

SCHEDULE: The Assistant Director of Ticketing and Strategy must be present to support regular Box Office staff Hours (9:30am - 4:00pm Wed/Thur 9:30am - 5:30pm Fri.) arriving at 9:00am on Wednesday Thursday and Friday and leaving after close of business. The Assistant Director of Ticketing and Strategy is expected to arrive 3 hours previous to events and stay until at least 30 minutes after intermission. Schedule hours vary based on event hours.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Acts as Manager on Duty for Box Office staff as needed.
• Provides necessary training and information to ensure that box office staff is well informed and professionally trained regarding technology policies and procedures set forth by Director of Ticketing and Strategy.
• Researches and resolves patron ticketing complaints and concerns.
• Responsible for developing monthly box office work schedules for full-time and part-time box-office employees when assigned by Director of Ticketing and Strategy.
• Meets regularly with various promoters to discuss ticket sales and required reports.
• Oversees and maintains the box office policies and procedures manual.
• Oversees inventory of ticket stock ticket envelopes and mailing envelopes.
• Programs seating configurations for each event in the ticketing solution in coordination with the promoter as part of ticket builds as needed.
• Maintains a positive and professional rapport with promoters - helping and information promptly and accurately upon request.
• Assists as necessary to complete the event settlement.
• Demonstrates exemplary customer relations and service while managing exchange and refund tickets in the ticketing system and payment providers.
• Understands the functions and maintains operation of ticket printers.
• Works with ticketing company on system upgrades and enhancements.
• Manage contractual complimentary house and presenters seat inventory and orders.
• Ensure ADA-compliant ticketing procedures and practices re-ticket sales ticket prices; and identification of available accessible seating.
• Operates the computer terminal for daily close out maintains price codes and supervises end of day reports.
• Serve on management team of MPAC.
• Regularly and proactively work with Morris staff on ensuring best-in-class customer experience from ticket purchase to show engagement.

NON-ESSENTIAL/MARGINAL FUNCTIONS: Answers phones assist customers and performs other administrative duties.

EDUCATION / QUALIFICATIONS:

• Bachelors degree in business administration marketing or a related field desired.
• Minimum three to five years in increasingly responsible management positions preferably in a public assembly arts facility and computerized ticketing experience is required.
• Ability to work nights weekends and holidays as required by event schedule.

KNOWLEDGE SKILLS AND ABILITIES:

• Must have knowledge of Microsoft suite; Knowledge of eTix a plus;
• Knowledge of accounts payable and payroll;
• Exemplary customer service skills;
• Working knowledge of City or County government a plus; and organizational skills.

EQUIPMENT: Desktop Computer Laptop Computer; Telephone

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this jobs duties the employee is often required to sit walk talk or hear. The employee is occasionally required to walk use hands to fingers handle or feel objects tools or controls; and reach with hands and arms. The employee is occasionally required to climb or balance stoop or kneel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required in this job include vision and the ability to adjust focus.

WORK ENVIRONMENT: Office Theatre Lobby and House Backstage.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties responsibilities and skills required of personnel so classified. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. The City of South Bend is an at will employer.

REQUIRED: Pre-Employment Drug Screen Employee Background check

Equal Employment Opportunity Employer

Required Experience:

Director