Visitor Experience Systems Manager

We have an opening for a Visitor Experience Systems Manager who will oversee Box Office operations and the ticketing system, support the Visitor Experience (VE) team with special projects, daily operations, and initiatives that ensure a welcoming, accessible, and authentic experience for all MCA visitors. To be successful in this role, you will:

Systems:
– Maintain oversight of VE procedures for ticketing setup of museum admission and programs.
– Represent VE at internal and external meetings and events requiring ticketing services.
– Execute ticketing setup for museum admission, performances, events, and ticketed rental events.
– Create and maintain ticket designs for physical and e-tickets in ticketing software, collaborating with Creative and Design as needed.
– Stay updated on technology trends and best practices related to ticketing and box office procedures.
– Work with Information Technology department on system and hardware updates impacting VE.
– Leverage ticketing system to generate reports at the request of the Director of Visitor Experience and/or Senior Director of Audience Experience, providing timely updates on audience numbers and sales.

Box Office:
– Oversee and execute audience plans for performance, programs, and rental events.
– Oversee capacity and comp lists for public programs.
– Oversee pre and post communication for visitors.

VE Team Leadership:
– Supervise, mentor, train, and oversee direct reports including special projects and staff management to ensure effective operation and accountability for results.
– Ensure staff are informed about museum exhibitions, programs, and activities.
– Provide specific training on ticketing systems, equipment, and data entry. Support ongoing training efforts and serve as a role model for VE Assistants and Associates.
– Ensure daily safe count; report under/over errors to Finance and Accounting.
– Assume the role of VE Manager on designated days or as needed, overseeing visitor experience and ensuring a positive experience for all guests. Responsibilities include managing staff, addressing visitor concerns, and implementing service improvements.
– Support daily schedule coordination including covering lunches, breaks, callouts, and events. Assist with beginning and end of day activities.
– Serve as manager on duty for performances and events.
– Stay informed about Visitor Experience and Box Office policies, procedures, membership details, and MCA security and emergency protocols.
– Ensure effective use of communication tools for Visitor Experience.
– Maintain Knowledge of Current Exhibitions: Stay informed about ongoing exhibitions by reviewing gallery guides and catalogs, and by participating in educational events and curator tours.