Assistant Ticket Services Manager

Job Description

Reporting to the Ticket Services Manager, the Assistant Ticket Service Manager is a key member of the Ticket Services team and a primary point of contact for patrons. This role supports high-quality customer service through ticketing operations, data maintenance, staff support, and night-of performance management.

Job-Specific Responsibilities:

Ticketing /Tessitura Management (40%)

With guidance from the Ticket Services Manager, the Assistant Ticket Services Manager will:

• Ensure the timely processing of all ticketing transactions and maintenance of accurate constituent data in Tessitura.
• Seek clarity from management when information is incomplete or conflicting, and communicate updates to staff. Create and maintain promotional codes and other maintenance tasks in Tessitura following parameters set by Ticket Services Manager and Marketing.
• Administer the theater's ticket donation program: respond to inquiries, determine eligibility under established guidelines, issue certificates/letters, and maintain a complete database of all requests.
• Maintain and update hold inventories (access needs, subscription redemptions, exchanges, additional sales, donations, etc.) according to established procedures and hold patterns (set by management).
• Coordinate regularly with Company Management and Development to fulfill ticket requests and payments for artists, donors, and Board members.
• Support group sales processing for all performances.
• Implement approved date-by-date and price-zone changes to maximize ticket revenue and capacity based on sales data and management direction.

Staff Task Supervision (40%):

Under the guidance of the Ticket Services Manager, the Assistant Ticket Service Manager will:

• Explain and demonstrate standard operating procedures to all union and non-union Ticket Services staff, monitor task completion, and report any performance or conduct issues to the Ticket Services Manager.
• Reinforce established customer service standards and procedures, assisting staff with practical application and ongoing training.
• Maintain the internal Ticket Services training and information site, ensuring policies, processes, and updates are current and accessible.
• Deliver daily staff briefings using management-approved information and talking points to ensure consistency of messaging.

Night-of Event Management (20%)

At performances, the Assistant Ticket Services Manager will:

• Serve as first point of contact for Ticket Services representatives (in the Ticket Services Manager's absence), answering policy/procedure questions and escalating complex patron issues per established guidelines.
• Reconcile daily ticket sales.
• Provide exemplary customer service to patrons onsite, resolving ticketing and access issues as they arise.
• Coordinate with Production, Artistic, and Engagement departments, as well as external Access contractors, to support Access Programs (e.g., Open Caption, ASL, Audio Described performances), including advance planning and night-of logistics.

The Assistant Ticket Services manager performs other duties as assigned within the scope of the role.