Ticketing Services Manager

EXPIRED

Posting Details

Position Information

Position Title

Ticketing Services Manager

Position Type

Regular

Job Number

SA50124

Full or Part Time

View Full Description

Posting Details

Position Information

Position Title

Ticketing Services Manager

Position Type

Regular

Job Number

SA50124

Full or Part Time

full-time 40 hours weekly

Fair Labor Standard Act Classification

Exempt

Anticipated Pay Range

$70,000-$74,000

Pay Range Information

Chapman University is required to provide a reasonable estimate of the compensation range for this position. This range takes into account a variety of factors that are considered in making compensation decisions, including experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. Salary offers are determined based on the final candidate’s qualifications and experience, as well as internal equity and other internal factors. The anticipated pay range is not a promise of a particular wage.

Position Summary Information

| Job Description Summary |
The Ticketing Manager oversees the daily operations of Chapman University’s 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, detail-oriented, and capable of working efficiently under tight deadlines.

Chapman University’s 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 department’s performance and industry reputation.

This position requires a flexible schedule, including evenings and weekends, to ensure successful event execution and staffing coverage. | | Responsibilities |
Supervises Ticketing Operations:

• Oversees ticketing staff to ensure consistent, high-quality customer service across all patron interactions. Frequently serves as the on-site ticketing lead for events, including nights and weekends, ensuring smooth event execution.

Manages Ticketing Scheduling:

• Oversees the scheduling of ticketing office operations, ensuring appropriate staffing levels during business hours (Monday–Friday, 9 AM–4 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 high-volume or complex ones, by responding to last-minute callouts and schedule changes as they arise—even 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 Event-Build Process:

• Oversees the event-building 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 partners—including the College of Performing Arts, Musco Center, Athletics, Special Events, and the Hilbert Museum—to 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 high-quality 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 post-event 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

| | Desired Qualifications |
- Bachelors Degree

| | Special Instructions to Applicants |
Chapman University is an equal opportunity employer committed to fostering a diverse and inclusive academic global community. The University is dedicated to enhancing diversity and inclusion in all aspects of recruitment and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, citizenship status, physical disability, mental disability, medical condition, military and veteran status, marital status, pregnancy, genetic information or any other characteristic protected by state or federal law.

The University is committed to achieving a diverse faculty and staff and encourages members of underrepresented groups to apply. More information on diversity and inclusion at Chapman University can be found at www.chapman.edu/diversity.

Applicants for Staff and Administrator positions must be currently authorized to work in the United States on a full-time basis. Chapman University does not sponsor applicants for Staff and Administrator positions for work visas.

The offer of employment is contingent upon satisfactory completion and outcomes of a criminal background screening and returning to the Office of Human Resources a signed original acceptance of the Chapman University Agreement to Arbitrate. | | Minimum Number of References | | | Maximum Number of References | |

Pre-screening Questions

Required fields are indicated with an asterisk (*).

1. (Open Ended Question)

2. (Open Ended Question)

3. Do you have experience using ticketing software?

   • Yes
   • No

4. Most Chapman events take place during evenings or weekends.  Do you have availability during those times?

   • Yes
   • No

5. (Open Ended Question)

Applicant Documents

Required Documents 1. Resume 2. Cover Letter 3. 3 References Listed on One Page

Optional Documents 1. Transcripts 2. Letter of Recommendation 1 3. Letter of Recommendation 2

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