Ticketing Manager - Des Moines Performing Arts : Job Details

Summary DescriptionThe Ticketing Manager is responsible for ensuring smooth ticket transactions from start to finish, from setting up events and series in the ticketing system to assisting ticket office staff. This position provides leadership and supervision during business hours and during eventsEssential Functions and Responsibilities

• Build assigned events and series in the ticketing systems. Proof event/series and promotion builds for quality control.
• Provide sales data, analysis, and database information. Identify areas for improvement within policies and procedures.
• Lead staff through hiring, supervising, developing, scheduling, and training all ticket office staff.
• Employ workforce planning metrics to ensure timely guest services across all hours of operation.
• Establish performance metrics and evaluation methodologies to enhance development and effectiveness of part time and full-time staff.
• Coordinate with ticket office management team to provide leadership during business hours. Ensure outstanding and timely service to our guests.Resolve escalated guest service issues.Coordinate season ticket processes.
• Serve as a main contact or leader within our CRM system and may represent the ticket office on committees or task forces related to CRM.
• Coordinate with ticket office management team to provide leadership during events, including nights, weekends and holidays.
• Synchronize with guest services and production to resolve all seating issues.
• Communicate with company management to provide requested sales data, ensure accurate processing of ticket requests, and facilitate event settlement.
• Complete payroll approvals and work with payroll on updates and changes.
• Coordinate with ticket office management team to provide leadership during business hours.
• Resolve escalated guest ticketing issues.
• Deliver quarterly evaluations to direct reports ensuring timely and transparent feedback.
• Oversee projects aimed at leveraging technology and other resources to improve efficiency and establish an enterprise-wide approach to customer service.
• Ability to work occasional nights, weekends and holidays as required by event schedule.
• Other duties as assigned.

Education/Experience RequirementsBachelor's Degree with a minimum of three years' experience or equivalent combination of education and experience; experience working with ticketing systems; supervisory and staff scheduling/coordination experience preferred; experience working in customer service or call center; experience working in performing arts and non-profit organizations is highly preferred.Critical Success Factors

• Strong supervisory/leadership skills
• Strong interpersonal skills
• Exceptional customer service and sales skills
• Detailed oriented with a high degree of accuracy
• Outstanding communication skills-oral, written and presentation; ability to clearly and accurately communicate verbally and in writing consistently using strong grammar; ability to communicate in a way that typically builds trust
• Problem solving skills; ability to assess issues/situations and formulate solutions using creativity, judgment, and past experiences tapping into available information and applicable resources
• Able to work effectively in a collaborative, team environment
• Pro-active; takes initiative
• Project management skills including the ability to plan, organize, staff and manage entire projects with proficiency and the ability to meet deadlines
• Ability to thrive in a fast-paced environment; is adaptable and flexible
• Training/presentation skills
• Computer skills using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint and Publisher) and ticketing software