Ticketing Manager

Texas Performing Arts at The University of Texas at Austin

Austin, TX

Work Location: Hybrid: remote & office

Performing Arts Center

  • Full Time
  • Austin, TX (Remote)
  • Work Location: Hybrid: remote & office
  • Performing Arts Center
  • $48,000
  • $52,000

Website tpapresents Texas Performing Arts at The University of Texas at Austin

About Texas Performing Arts:

Texas Performing Arts (TPA) is the professional arts presenting and producing program of The University of Texas at Austin. One of the largest and most active university-based performing arts centers in the U.S., TPA is an anchor institution in Austin’s arts, cultural, and entertainment landscape. TPA operates venues on the UT campus including Austin’s largest theater, Bass Concert Hall. Its public programs include Broadway in Austin; a curated season of international dance, theater, and music; and presentations of national touring artists. TPA is an integral unit of UT’s College of Fine Arts and engages students across the university.

Job Description:

The Ticketing Manager is part of the team responsible for ticket sales and service for all Texas Performing Arts events. The Ticketing Manager reports to the Director of Ticketing & Guest Services and has specific responsibility for balancing and reconciliation of the ticketing system as well as processing Group Sales. Working with the Associate Director of Ticketing, the position manages the operations of the ticket office during regular hours and for assigned events. This includes providing elevated customer service, managing part-time and student ticket office staff, technical and equipment support, and reconciling events on performance days.

To apply for the Ticketing Manager position at Texas Performing Arts, please visit https://utaustin.wd1.myworkdayjobs.com/UTstaff/job/UT-MAIN-CAMPUS/Ticketing-Manager–Texas-Performing-Arts_R_00021413.

Cover letter, references, and a resume required to apply.

Responsibilities:

• Ticket Office Reconciliation and Reporting: Oversee financial ledgers and statements by reconciling daily sales and preparing deposits for ticketing, memberships, and donations processed in the ticketing system. Prepare quarterly reports and reconcile ticketing revenue with the Texas Performing Arts business office. Manage chargebacks, ticketing system balancing, and regular reconciliation. Ensure compliance with state law and university policies pertaining to ticketing and financial management.

• Event Operations: Provide frontline, hands-on customer service at events as scheduled, including Access Management support for the Guest Services team. Respond to guest ticketing inquiries and engage with guest feedback in direct and public messaging through all communication channels. Conduct real-time and follow-up ticketing issue resolution. Conduct customer service de-escalation and negative customer service interaction follow-up. Participate in event day settlement of audits and internal event settlements.

• Ticket Office Management: Assist in the day-to-day ticketing operation, including phone and web sales, refunds and exchanges, customer inquiries, and scheduled or on-demand reporting. Assist the Associate Director of Ticketing in executing a frictionless ticketing experience for customers with a focus on creating a great guest experience.

• Group Sales: Process Group Sales requests with concierge-level service. Work with the Associate Director of Ticketing to manage inventory and offers. Collaborate with the TPA Marketing team and Broadway Across America Group Sales to ensure continuity in communication and inventory management.

• Perform other related functions as assigned. This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described.

Required Qualifications:

• Bachelor’s degree and 3 years’ relevant experience.
• Ticketing experience in a performing arts, entertainment, events, or athletics venue.
• Demonstrated experience managing advanced functions of an enterprise-level professional event ticketing system such as Paciolan, Tessitura, or Ticketmaster.
• Demonstrated passion for delivering memorable guest experiences and creating a culture of hospitality.
• Demonstrated management-level proficiency with ticketing systems and processes including audits, sales, membership, and donation processing.
• High level of proficiency with office technology such as Excel, PowerPoint, Word, Outlook, Slack, and Zoom.
• Effective Communications: Demonstrated understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Accuracy and Attention to Detail: Demonstrated understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
• Service Excellence: Demonstrated knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Problem Solving: Demonstrated knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
• Relevant education and experience may be substituted as appropriate.

Preferred Qualifications:

• Experience managing ticketing financial reporting and reconciliation in a performing arts venue, particularly in a multi-venue center.
• Experience with ticketing operations in an organization that focuses on member services and fundraising.
• Demonstrated experience with key guest service concepts including service strategy design, exceptional service delivery, and recovery from service failures.
• Experience in a large, complex, or public organization such as in institution of higher education or similar setting.
• More than the minimum required years of experience.
• Technical skills including accounting software, data analytics, dashboard creation, and report writing.
• Experience working effectively with outside event promoters, visiting productions and artists, or other types of outside event partners.
• Experience ticketing virtual and hybrid events.
• Fluency in a language other than English.
• Experience managing part time and student employees.
• Interest in and strong commitment to the mission and programs of Texas Performing Arts.
• Familiarity with Texas Performing Arts venues; familiarity with Austin-area venues.
• Demonstrated commitment to diversity, equity, and inclusion in past work roles.
• Relevant professional education or credentials.

Driving Required

This job requires a driver’s license. If not currently a Texas resident, a Texas driver’s license must be obtained within 30 days of becoming a Texas resident.

Salary Range

$48,000-$52,000

Working Conditions

• This position is based in Austin, Texas. This position is eligible for a Flexible Work Arrangement (FWA), a combination of on-campus and remote work. FWAs are subject to manager approval and may be adjusted due to changes in business needs.
• Repetitive use of a keyboard at a workstation. Prolonged screen time.
• Physically able to lift and carry objects up to 40 pounds.
• Works independently and unsupervised on a regular basis.
• Work collaboratively as member of a team with people of varied backgrounds.
• Work with sensitive and confidential information, under pressure of rigid deadlines and time limitations, and with overlapping projects.
• Accept supervision.
• Maintain professional demeanor.
• Regular and punctual attendance at workplace with flexibility for early morning, evening and weekend work related to performances and special events.

Work Shift

• Standard 8am – 5pm office hours.
• Early morning, evening and weekend work is required in relation to performances and special events. A compensatory time program is provided.
• Occasional work-related travel may be required.

Required Materials

• Cover letter detailing interest in and qualifications for this specific opportunity.
• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor. References will not be contacted without prior approval of the candidate.
• Work samples may be requested if applicant advances to the interview stage.

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Why Join Texas Performing Arts?

This position offers the opportunity to be part of a nimble and ambitious team that thrives on creativity, collaboration, and strategic thinking. Your work will contribute to advancing the arts at one of the best universities in the world and in one of the most exciting cities in America. By creating opportunities for people to come together through live performance, your skills will create innovative learning, engage communities, and make lifelong memories for audiences.

This position is eligible for a Flexible Work Arrangement (a combination of on-campus and remote work) and receives UT Austin’s generous benefit package, including 100% employer-paid basic medical coverage, retirement contributions, paid vacation and sick time, and paid holidays.

Texas Performing Arts welcomes and respects all individuals and communities by valuing and consciously maintaining awareness of diverse perspectives and experiences. We believe inclusivity is critical to fostering excellence in all of our endeavors, and we promote diversity in our recruiting, hiring, and retention practices.

To learn more about Texas Performing Arts and this opportunity, please visit: https://texasperformingarts.org/about-us/employment

To apply for this job please visit utaustin.wd1.myworkdayjobs.com.