"Assistant Director of Ticketing and Patron Services"

Job Title: Assistant Director of Ticketing and Patron Services

Location: Madison, Wisconsin

Department: Wisconsin Union / Social Education Office

Category: Academic Services and Student Experience

Employment Type: Full-time, Onsite

Application Period: April 3, 2025 - April 30, 2025

Job Number: 313496-AS

Job Summary:

The Assistant Director of Ticketing and Patron Services is a key leadership role within the Wisconsin Union Theater (WUT). The ideal candidate will have extensive experience in ticketing and patron services within a performing arts or live event environment. This position is responsible for overseeing ticket sales strategies, improving customer service, and ensuring operational efficiency in ticketing and patron services for all arts events on campus.

The successful candidate will lead initiatives to increase the theater's profitability by implementing new ticket sales strategies, working closely with the Director of WUT and the Assistant Director of Theater Event Operations. The role involves managing the ticketing team, ensuring data analysis is effectively applied to programming, marketing, and financial planning, and collaborating with the ticketing software company to optimize the ticketing system. The role also ensures compliance with university financial policies regarding cash and credit card handling.

Responsibilities:

• Leadership and Staff Management:
• Supervise and support the Box Office Manager, Ticketing Systems & Web Administrator, and indirectly manage 25+ part-time staff.
• Develop and oversee work plans for the ticketing and patron services teams to ensure smooth operations.
• Ticket Sales Strategy:
• Develop, implement, and evaluate ticket sales strategies that improve profitability for events.
• Collaborate with key stakeholders to set ticket pricing, revenue goals, and budget forecasts.
• Use data analysis to provide insights and inform marketing and event planning decisions.
• Customer Service and Event Experience:
• Enhance patron experiences at events by refining ticketing services and addressing customer feedback.
• Resolve conflicts and ensure positive experiences for patrons attending arts events on campus.
• Collaboration and Partnerships:
• Work closely with the Director of WUT, Event Operations team, and other departments to meet the strategic goals of the theater.
• Ensure that all arts events on campus have efficient and effective ticketing and patron services operations.
• Financial and Operational Management:
• Monitor financial performance and make recommendations for cost-effective operations.
• Ensure adherence to the University’s cash handling and credit card policies.

Required Qualifications:

• Experience:
• At least 7 years of experience in ticketing and patron services within a performing arts or live event environment.
• Skills and Knowledge:
• Strong understanding of sales principles and best practices in ticketing and customer service.
• Proficiency in using CRM software or similar tools to manage and track sales activities.
• Advanced skills in data analysis and the ability to apply insights for strategic decision-making.
• Strong leadership abilities with experience managing teams and resolving conflicts.
• Communication Skills:
• Excellent interpersonal and communication skills to work with staff, patrons, and campus stakeholders.

Preferred Qualifications:

• Education:
• Bachelor’s degree (preferred).

Work Type:

• Full-time, 100% onsite
• Core Schedule: Monday to Friday, 9am - 5pm, with occasional evenings and weekends required for event support.

Salary and Benefits:

• Minimum Salary: $75,000 annually (12 months)
• Depending on qualifications, salary may be adjusted.

The position offers a comprehensive benefits package, including health/dental/vision insurance, paid time off, tax-advantaged savings accounts, and participation in the Wisconsin Retirement System (WRS) pension fund.

Institutional Statement on Diversity:

The University of Wisconsin-Madison values diversity as a source of strength and innovation. We aim to create a welcoming and inclusive community for people from all backgrounds, and we are committed to supporting students, faculty, and staff in a diverse and equitable environment.

How to Apply:

To apply, click on the "Apply Now" button and upload the following documents:

• Resume
• Cover Letter (describing how your experience meets the qualifications)

For more information or to apply, visit the application portal on the University of Wisconsin-Madison website.

Contact Information:

Jenny Lee

Email: jenny.lee2@wisc.edu

Phone: 608-265-1157

For more information on Diversity and Inclusion, visit Diversity and Inclusion at UW-Madison.