Ticket & Box Office Manager

The AT&T Performing Arts Center is a nonprofit foundation that operates and programs a 10-acre campus comprised of three premier performance venues and a park in downtown Dallas. Audiences enjoy the best and most recent from Broadway; the finest dance companies from across the globe co-presented with TITAS Presents; and top concerts, performers and cutting-edge speakers. Thousands of students explore and more deeply experience the arts through the Center’s education program, Open Stages. The Center also offers free programming for audiences from every part of the community.

Organizational Values:

The Center’s culture is to focus on the values that guide its people's actions. The Center commits to serving as a place of inclusion, diversity, and equity for our staff, artists, community, and beyond. We commit to listening to each other, learning from each other, and taking a stand for what we know is right so that all people feel valued, respected, and safe. The Center is an Equal Opportunity Employer.

The Center’s Core Values are to passionately pursue our mission by being:

• Achievement Focused - Committed to the advancement and cultivation of the Performing Arts in Dallas
• Community Minded – Actively fostering and participating in meaningful community interactions
• Customer Service Driven – Dedicated to the service of internal and external constituents so that all want to return
• Flexible – Willing to change to achieve results

The Center’s five resident companies are among the city’s leading arts institutions: Anita N. Martinez Ballet Folklorico, Dallas Black Dance Theatre, The Dallas Opera, Dallas Theater Center and Texas Ballet Theater.

Designed by internationally acclaimed architects, the Center’s campus includes the Margot and Bill Winspear Opera House, Dee and Charles Wyly Theatre, Annette Strauss Square, and Elaine D. and Charles A. Sammons Park are some of the finest performance venues in the world.

Job Summary:

This position will manage the box office, ticket sales, customer service, and ticketing setup for performances, including subscription, single, discounted, group, and complimentary tickets for the Center.

This is a broad and diverse role operating in a fast-paced environment, overseeing day-to-day operations to maximize sales while providing excellent customer service to our patrons and donors. Ticket Services receives 20,000+ inbound calls annually and sells over 120,000 tickets a year. This position will not have a set schedule. Shifts and days worked per week will vary, including evenings, weekends, and holidays. The schedule is dependent upon our performance calendar and business needs and often requires the flexibility to work over 40 hours and work past scheduled hours as circumstances and events dictate.

This position requires a detail-oriented, highly organized team player with excellent interpersonal skills who works seamlessly and efficiently with AT&T Performing Arts Center staff and with end users of the facilities. Essential skills include the ability to thrive in a fast-paced, ever-changing environment while maintaining a high level of professionalism. Must be a self-starter and work autonomously using independent judgment. A positive attitude towards the position and the Center’s Core Values is imperative.

Position Responsibilities

• Manage ticketing set-up, ticketing maintenance, staffing, reporting, settlement, and merchandise sales for clients and/or programming block(s)
• Perform and monitor ticketing set-up and maintenance with regard to pricing, fees, offers, promotion codes, holds, GL codes, facility, fiscal year, titles, date, time, capacity and scaling both on Tessitura and any integrated softwares
• Audit all ticketing set-ups, place holds and process test orders to ensure that the web and purchase path is functioning correctly to meet all on sale deadlines
• Under the direction of the Director, serve as the primary liaison between Programming, Marketing, or clients and 3rd party sellers such as LuckySeat, and Travelzoo
• Perform season ticket subscription rollovers. This includes set up, auditing of packages and performances, invoice creation, mail merging, fulfillment and seating
• Following guidelines established by the Director, review, update and facilitate the execution of ticket services contracts with clients. Maintain and nurture all client relationships
• Provide financial reports and ticket sales data when requested by Center staff, ticketing clients, presenters and tour managers. Pull data using Tessitura list manager/extractions as needed
• As Manager on Duty (MOD) in the phone center or box office, work as part of a team to make decisions about performances, managing the staff on duty, opening and closing down operations and ensuring the phone center and box offices operate effectively at all times
• Oversee proper cash handling/ reconciliation processes
• Oversee and maintain internal resources for product line and ensure that information is up to date
• Support the inbound phone queue on a daily basis and serve as the secondary level of support for customer service issues and escalations on behalf of the Center or clients. Outbound sales and customer service calls as needed
• Participate in staff hiring, coaching and development; share and maintain programming block(s) information on the department intranet site
• Create staff training guides to properly train staff, including detailed instructions to ensure accuracy
• Delegate work to members of the ticketing team and follow-up on project/work completion
• Monitor staff attendance, timekeeping and payroll using Paylocity and When I Work 
• Troubleshoot, recommend and implement solutions that resolve patron and ticketing issues
• Under the direction of the Director, partner with the External Affairs, Corporate, Sponsorship, Development, Programming, Production, IT and Operations on the planning and execution of tasks and initiatives
• Regularly attend daily briefings and meetings that support collaboration, projects and initiatives
• Manage merchandise sales; set up credit card readers, collect inventory numbers and pricing, schedule staff to work day of show, and provide full financial settlement if needed
• Ensure Center's core values are being adhered to
• Perform other duties or Center projects as assigned or required

Requirements

Education and/or Experience

• Bachelor’s degree preferred
• 5+ years of Tessitura (CRM) experience preferred
• 5+ years of successful management experience in ticketing/box office/retail; arts preferred
• 5+ years in a customer service and/or sales leadership position
• Superior customer service and sales skills

Knowledge, Skills and Abilities:

• Passion for the arts and knowledge of theater practices and protocols
• Strong organizational skills and attention to detail
• Ability to confidently and accurately manage cash/reconciliation at time of settlement
• Ability to quickly assess, identify, and resolve issues that are often urgent and time-sensitive, including difficult customer service issues with confidence, poise, and professionalism
• Strong interpersonal skills and the ability to lead a team with varied personalities
• Intermediate proficiency in ticketing software, web-based software, call center operations, and Microsoft products (Outlook, Excel, and Word)
• Manage high-stress situations and make decisions under pressure; skilled in conflict resolution and de-escalation.

Supervisory Responsibilities

This position has supervisory responsibilities of the ticket agents. This job description is not an exhaustive list of all responsibilities. Duties, tasks or projects can be assigned or modified as needed by the Director of Ticket Services. Extensive interdepartmental collaboration is expected. This position is exempt and may require an excess of 40 hours when required.

The AT&T Performing Arts Center is an Equal Opportunity Employer.