Ticket Services Manager

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The Portland'5 Centers for the Arts is looking for a Ticket Services Manager to serve our clients in event sales, manage box office staff, and support the Director of Ticket Services in the day-to-day operations of the box office.

The ticket services department of the Portland'5 Centers for the Arts oversees the box office for all 5 venues and has 5 full time employees and about 20 part time employees. We are open to the public during the work week for sales and customer service and work the events on evenings and weekends.

Each theater season brings new clients, different events, and new processes. This job entails detailed technical work, working in a fast-paced environment, and on a variety of projects all while being in frequent communication with people. Most of our efforts involve working with the event and event presenters.

As the Ticket Services Manager you will:

• Manage, coordinate, and oversee ticket sales services provided to clients for assigned events such as venue scaling and dressing, event build on ticket software, sales reports, discount or presale offers, VIP Packages, dynamic pricing, fan club and discount sales, season subscription packages, broker and fraud mitigation.
• Manage the ticketing website for events regarding accurate and correction information and spelling, images, sales functioning, and menu options.
• Prepare and provide reports such as sales audits, seating maps, and other event documents.
• Calculate estimates, billing or credit statements, and reconcile orders in preparation for event settlements. Process event settlements for the ticket services department and review the settlement work of the part-time supervisors and other department staff.
• Coordinate accessible needs requests from patrons for events such as American Sign Language interpreting, captioning or audio description services, and/or seating needs.
• Secures services, arranges optimal seating arrangement and processes the billing and payment of such services. Coordinate service with other departments.
• Supervise box office staff including recruitment, training, scheduling, and coaching.
• Provide customer service to clients, patrons, contractors, and other visitors; research and resolve questions.
• Assist other departments with communications, meetings, recruitments, and committees.
• Assist the Director of Ticket Services with implementing goals and objectives.
• Oversee the day-to-day operations of the box office.

• Strong interpersonal and communication skills
• Enjoys problem-solving and collaboration
• Passionate about customer service
• Comfortable with making decisions
• Strong computer skills- troubleshooting hardware, learning enterprise and custom software and terminology, and knowledge of database structures, and spreadsheets.
• Accounting and recordkeeping experience and knowledge.
• Strong basic math skills.
• Attention to detail and accuracy
• Able to juggle and time manage competing priorities
• Availability to work various hours including evening, weekends, and holidays
• Able to work through frequent interruptions

• High School Diploma or GED AND
• Some specialized training and knowledge beyond the high school level in the function or responsibility that is to be supervised such as direct experience working with event creation on ticket software for reserved seating AND
• Two years of directly related experience such as working in a box office on reserved seat ticketing processes and procedures AND
• One year of supervisory experience OR
• Any combination of experience and education that provides the applicant with the desired skills, knowledge, and ability required to perform the job

• Previous experience supervising in a union environment.
• Previous experience working with the ticket system Paciolan or other ticketing platform experience.
• Previous experience working with Ungerboeck Event Management Software (Currently named Momentus) or similar event management program
• Previous experience working in a venue with at least 2500 seats.
• Over 3 years of experience working in event management or in a leadership position within a large venue such as Performing Arts Center, Convention Center, Arena, Expo Center, or large conference/convention center hotel.

• A completed online application
• A cover letter

• Initial review of minimum qualifications
• In-depth evaluation of application materials to identify the most qualified candidates
• Consideration of top candidates/interviews
• Testing/assessments (if applicable)
• Reference check
• Background, driving records check for finalist candidate (if applicable)