Assistant Ticket Office Manager, Adams Center

EXPIRED

Description

The Adams Center invites applications for a Assistant Ticket Office Manager to oversee the management and operation of ticketing functions for events hosted by the Adams Center and Washington-Grizzly Stadium, including University of Montana Intercollegiate Athletics events, touring concerts, other UM live entertainment and special events.

The ticket office sells 400,000 tickets annually with sales in excess of $20 million. This position is responsible for day-to-day accounting and business support functions within the Adams Center Ticket Office. The person assigned to this position will also manage ticket operations for one or more assigned sports and other special events, coordinate ticket fulfillment processes, assist with training and supervision of junior staff members, and provide and model exemplary customer service at all times. The Ticket Office provides ticketing services for Football, Men’s Basketball, Women’s Basketball, Softball, Volleyball and Women’s Soccer. The Adams Center hosts numerous special events ranging from arena and stadium concerts, comedy, performing arts, theater, non-UM sporting events and other cultural and entertainment events.

This person must effectively communicate with a variety of external customers and establish strong working relationships with departmental and campus employees to achieve objectives in a team environment. This position requires the demonstrated ability to manage multiple projects simultaneously and to work extended hours, including nights, weekends, and holidays as needed. Responsibilities are subject to change as needed for departmental efficiency.

The position assists in the hiring, training, scheduling, managing, and coaching towards excellent customer service, of all ticket office staff. This position is responsible for maintaining performance standards of the ticket office staff and will work in consultation with the Director of Ticketing in matters of disciplinary and corrective actions.

The University of Montana is an Affirmative Action/Equal Opportunity employer and has a strong institutional commitment to the principle of diversity in all areas. In that spirit, we are particularly interested in receiving applications from a broad spectrum of qualified people who would assist the University in demonstrating its five priorities for action: Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always"; partner with place; and proudly tell the UM story.

Examples of Duties and Responsibilities

• Provide daily coverage for ticket office phones and windows; assist with monitoring queues
• Assist with ticket allocation and seat upgrade opportunities
• Assist with selling season tickets, mini-plans, single games, group tickets, and annual fund memberships

Description

The Adams Center invites applications for a Assistant Ticket Office Manager to oversee the management and operation of ticketing functions for events hosted by the Adams Center and Washington-Grizzly Stadium, including University of Montana Intercollegiate Athletics events, touring concerts, other UM live entertainment and special events.

The ticket office sells 400,000 tickets annually with sales in excess of $20 million. This position is responsible for day-to-day accounting and business support functions within the Adams Center Ticket Office. The person assigned to this position will also manage ticket operations for one or more assigned sports and other special events, coordinate ticket fulfillment processes, assist with training and supervision of junior staff members, and provide and model exemplary customer service at all times. The Ticket Office provides ticketing services for Football, Men’s Basketball, Women’s Basketball, Softball, Volleyball and Women’s Soccer. The Adams Center hosts numerous special events ranging from arena and stadium concerts, comedy, performing arts, theater, non-UM sporting events and other cultural and entertainment events.

This person must effectively communicate with a variety of external customers and establish strong working relationships with departmental and campus employees to achieve objectives in a team environment. This position requires the demonstrated ability to manage multiple projects simultaneously and to work extended hours, including nights, weekends, and holidays as needed. Responsibilities are subject to change as needed for departmental efficiency.

The position assists in the hiring, training, scheduling, managing, and coaching towards excellent customer service, of all ticket office staff. This position is responsible for maintaining performance standards of the ticket office staff and will work in consultation with the Director of Ticketing in matters of disciplinary and corrective actions.

The University of Montana is an Affirmative Action/Equal Opportunity employer and has a strong institutional commitment to the principle of diversity in all areas. In that spirit, we are particularly interested in receiving applications from a broad spectrum of qualified people who would assist the University in demonstrating its five priorities for action: Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always"; partner with place; and proudly tell the UM story.

Examples of Duties and Responsibilities

• Provide daily coverage for ticket office phones and windows; assist with monitoring queues
• Assist with ticket allocation and seat upgrade opportunities
• Assist with selling season tickets, mini-plans, single games, group tickets, and annual fund memberships
• Promptly manage customer service issues and resolve escalated issues
• Assist with managing inbound ticket office email accounts and responding to inquiries
• Assist with monitoring online season ticket sales and processing applicable seat donations
• Assist with fan engagement initiatives and special projects
• Manage and train student and temporary staff of estimated 10-15 ticket sellers
• Serve as the Ticket Office “manager on duty” in the absence of the Director of Ticketing
• Ensure the health of GrizTix’s financials by properly reconciling cash bags, producing financial reports, correctly depositing monies across numerous accounts, and responsibly managing all department assets
• Independently plans, organizes, administers and implements ticketing operations for assigned sport teams and events; Acts as liaison with coaches, director of operations, student-athletes, event management, facilities, and marketing for each sport, as necessary.
• Oversees and supervises all ticket sales and customer service issues at ticket office windows and on site at athletic events. Ensure excellent customer service is being maintained daily by student workers via the phone, window, and email. Balances and reconciles ticket sales made at the windows and on site at events.
• Assist with coordinating timelines, strategies, and materials related to renewals, new sales, seat allocations, printing, distribution, and reconciliation of tickets
• Manage ticket operations (sales, will call, ticket resolution, access control, comp admission gates) for regular-season, post-season, and special events
• Reconcile ticket sales and attendance
• Primary responsibility for interior ticketing windows/resolution at home football games; assist with mobile ticketing, guest relations, and entry gates as needed
• Coordinate daily printing and fulfillment of tickets to ensure timely delivery to customers
• Verify and reconcile incoming ticket inventories from opponents/venues; assist with processing returns as needed
• Maintain data hygiene and best practices in account management
• Create filters for email marketing campaigns
• Assist with identifying trends in sales relating to revenue, demographics, etc.
• The Assistant Ticket Office Manager will supervise up to two (2) FTE Program Coordinator positions as well as 10-15 part time and student employees.
• Other duties as assigned

Minimum Qualifications

• Minimum of two (2) years ticket operations experience
• Experience with ticketing software (Paciolan, Ticketmaster, etc.)
• Ability to manage multiple work tasks throughout a day
• Skill in developing rapport and maintaining good working relationships
• Ability to problem solve and make decisions
• Effective written and verbal communication skills
• Ability to work nights and weekends as necessary
• Ability to work and interact with staff, faculty, and student-athletes
• Knowledge of position-related NCAA, Big Sky Conference, and University of Montana rules and regulations
• Understanding of current best-practices for ticket office procedures and ticketing management, including event on-sales, ticket audits, inventory control and reconciliation
• Experience supervising, training and developing a diverse staff
• Extensive customer service experience that includes effectively and diplomatically handling difficult customer service situations
• Have excellent attention to detail, accuracy and timeliness
• Knowledge of ADA regulations relative to ticket sales
• Ability to be on an on-call status and react to immediate/emergency situations as needed

Preferred Qualifications

• A Bachelor’s degree, with a background in Business Administration, Marketing or related field plus progressively responsible experience in the customer service industry or an equivalent combination of relevant education and experience
• Professional experience in a university setting with familiarity of athletics operations
• An understanding of NCAA rules and regulations as they relate to ticketing is highly preferred.
• Experience working with promoters of live events.
• Experience with Paciolan ticketing software (Pac7, SB Client, Salesforce CRM, PacMail, eQuery Reporting, etc.).
• Working knowledge of, and compliance with, the University, Big Sky Conference and NCAA ticket operation policies.
• Experience with Paciolan or Ticketmaster ticketing software, marketing and email products
• Experience with Fevo

Additional Information

Position Number: 129580
Work Schedule: Full-time, 1.0 FTE (40 Hours a week), Monday through Friday 8:00 am to 5:00 pm, 12 months/year
Weekly schedule will be 40 hours per week but may vary based on event schedule.
Some evenings, weekends and holidays will be required.
Probationary Period: Six (6) months minimum
Benefits Include** :** Insurance package, mandatory retirement plan, partial tuition waiver, and wellness program.

A complete application includes:

1. Letter of Interest – addressing your qualifications and experience related to the stated required skills for the position. A general letter salutation such as “Dear Search Committee” or “Dear Hiring Manager” is acceptable.
2. Detailed Resume – listing education and describing work experience
3. Three (3) Professional References – names and contact information

Must be eligible to work in the United State upon hire. Sponsorship is not available for this position.

Criminal Background Investigation is required prior to the offer of employment. In accordance with university regulations, finalists for this position will be subject to criminal background investigations. ADA/EOE/AA/Veteran's Preference. Reasonable accommodations are provided in the hiring process for persons with disabilities. For example, this material is available in alternative format upon request. As an Equal Opportunity/Affirmative Action employer, we encourage applications from minorities, veterans, and women. Qualified candidates may request veterans’ or disabilities preference in accordance with state law. References: References not listed on the application materials may be contacted; notice may be provided to the applicant. Testing: Individual hiring departments at UM may elect to administer pre-employment tests, which are relevant to essential job functions.

Employment Eligibility: All New Employees must be eligible and show employment eligibility verification by the first date of employment at UM, as legally required (e.g., Form I-9).