Steppenwolf Theatre Company

For over 40 years, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the world. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, stage managers and playwrights. Steppenwolf’s artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration, and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate, together, our complex world.

Steppenwolf is currently seeking an Associate Director of Audience Services who will focus on overseeing box office operations and creating efficient ticketing procedures for staff and patrons across all sales channels. The Associate Director of Audience Services will create a dynamic planning process, translating marketing ideas into streamlined systems in Tessitura, all while fostering a culture of service, collaboration, and resourcefulness. This role will also work collaboratively with Associate Director of Audience Experience to oversee directing a safe, welcoming, and inclusive audience experience for all patrons who pass through Steppenwolf’s doors. This position reports to the Director of Audience Service and Audience Experience.

Specific responsibilities include, but are not limited to:

Administrative and Box Office Management

• Steppenwolf representative responsible for managing the hiring, training, and evaluating 5 full-time and part-time Audience Services Associates, all of whom are covered under the IATSE 750 Collective Bargaining Agreement. This includes:
  • Understanding, interpreting, and implementing policies set within the CBA
  • Managing the balance of duties and responsibilities of the ASAs.
  • Representing Steppenwolf in all interactions with unionized staff.
  • Keeping detailed documentation on the ASAs performance and handling all disciplinary conversation with support from the Associate Director of Audience Services.
• In collaboration with the Dir. of Audience Services and Experience, represents the institution in the communication and creation of Steppenwolf’s current staffing policies, in addition to any future revisions to existing policies.
• Directly oversee the Audience Services Supervisor and meet weekly with them to ensure that all associates needs are met, and that the line of communication is fluid between the box office and all other departments.
• Supervising personnel, ensuring that the facilities are properly maintained, taking steps to ensure customer satisfaction, and overseeing the upkeep of administrative and financial records.
• Oversee the creation of the monthly box office schedule to ensure the box office is adequately always staffed.
• `and maintain a yearly subdepartment budget of $200k per season.
• Work collaboratively with the Audience Services Supervisor to train all Audience Services Associates in new procedures and policies while maintaining written documentation of the same.
• Serve as system admin for the MiCollab phone system; and train all new hires on its usage.
• Fill in for Associates when short-staffed – answer phone calls, manage the customer service inbox, process comp requests etc.
• Assist to facilitate and attend monthly box office staff meetings, and additional training when needed.
• Assist, as needed, with gift vouchers and group sale solicitation.
• Fill in for BO Supervisor/Associate as needed – take phone calls, respond to patron emails, process comp requests.
• Basic or advanced troubleshooting for Boca printers and NSCAN devices.
• Manage will-call shift minimum one (1) night a week, or as needed to ensure performances are covered. This includes:

• Handling cash and checks and reconciling income at the end of each day
• Releasing unused holds and allocations
• Working at a station during a will-call or circulating between box offices to provide support as needed.
• Writing and disseminating a box office report at the end of will-call shift.

3^rd Party Ticket Sales

• Oversee relationships with and allocate tickets to 3^rd party vendors for all Main Series productions – this includes gathering all necessary materials for 3^rd party sales including images, pricing information, etc.
• Assist Box Office Management with adding and releasing 3^rd party vendor holds in Tessitura.
• Reconcile income, maintain, and communicate accurate data on sales and revenue to report to marketing.

Tessitura and TNEW setup

• Serve as lead in all ticketing TNEW updates on the website. Trouble shooting TNEW issues and creating new processes within TNEW.
• Work with Marketing and Audience Services to develop discount programs and processes.
• Build and test all show-specific offers, pricing rules and other discount infrastructure.
• Work with Memberships Manager to maintain all ongoing discount offers.
• Work with Audience Services and web team to maintain and implement all single-ticket functionality on the website.
• Provide Data Developer with details of ticket processing where needed, to assist with custom list pulling and maintaining custom SQL jobs.
• Manage and implement any changes to ticket design.
• Manage relationship with ticket stock vendor – ordering as needed.

Marketing Communications Liaison to Box Office

• Review all ticketing and membership-related patron communications, providing edits on clarity and accuracy of ticketing information.
• Box office liaison to Marketing, reporting on general patron feedback and areas of confusion for patrons.
• Marketing liaison to box office, communicating key dates, policy changes and general flow of all campaigns.
• With AS Director and Memberships Manager, work with Marketing department to generate occasional member communications (membership forms, member emails etc.)
• Ensure the box office is stocked with marketing materials, ticket stock and office supplies.
• Serve as contact point for press/marketing comps and for marketing department ticket holds.
• Update pricing weekly as determined by marketing department, etc.

General Ticketing Liaison

• Work with all departments (mainly Development, StepEd and Production) on department-specific ticketing and comp policies.
• Coordinate processing of in-person comp requests for staff and all virtual comp requests
• Provide training and ticketing support to any Steppenwolf staff who need to process tickets (mainly Development and Education)
• Work with Finance Manager on any inconsistencies in monthly reconciliation.

The ideal candidate will have:

• 4 years’ experience in customer service, preferably in a live performance box office
• 4 years’ experience working regularly in the backend of Tessitura; Tessitura experience required.
• 1 years of TNEW experience; basic HMTL experience is also preferred.
• Demonstrated commitment to creating a safe and accessible environment for staff and patrons.
• Superior written and verbal communication skills, with particular emphasis on phone and email communications
• Strong organizational skills and attention to detail; able to handle multiple deadlines.
• Daytime, evening, and occasional weekend availability; needs vary by performance schedule.
• Proficiency in Microsoft Office suite and Google suite
• A commitment to upholding and uplifting all IDEA (Inclusion, Diversity, Equity, Access) work as a standard practice for the department.

Compensation:

Salary range: $59,885 - $65,874 with excellent benefit package for full time employees, including medical, dental, vision insurance, short-term and long-term disability insurance, life insurance, vacation pay, paid sick time, personal days, Ventra transit benefit program, employee assistance program and 401(k) matching retirement program.

How to apply:

Interested candidates should submit a cover letter and professional resume through the link provided.  

NO PHONE CALLS OR EMAILS PLEASE

About Steppenwolf:

Steppenwolf Theatre Company is the nation’s premier ensemble theater. Steppenwolf produces hundreds of performances and events annually in its three spaces: the 515-seat Downstairs Theatre, the 400-seat Ensemble Theatre and the 80-seat 1700 Theatre. Artistic programming includes a five-play season; a two-play Steppenwolf for Young Adults season; Visiting Company engagements; and LookOut, a multigenre performances series. Education initiatives include the nationally recognized work of Steppenwolf for Young Adults, which engages 15,000 participants annually from Chicago’s diverse communities. While firmly grounded in the Chicago community, nearly 40 original Steppenwolf productions have enjoyed success both nationally and internationally, including Broadway, Off-Broadway, London, Sydney, Galway and Dublin. Audrey Francis and Glenn Davis are the Artistic Directors and E. Brooke Flanagan is the Executive Director. For additional information, visit steppenwolf.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr.

Steppenwolf Mission: 

Steppenwolf Theatre Company strives to create thrilling, courageous, and provocative art in a thoughtful and inclusive environment. We succeed when we disrupt your routine with experiences that spark curiosity, empathy and joy. We invite you to join our ensemble as we navigate, together, our complex world.

Steppenwolf Core Values: 

Equity InclusionIntegrity CuriosityCourage CollaborationAccountability Leadership

Steppenwolf Theatre Company is an equal opportunity and affirmative action employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Steppenwolf complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We .strongly encourage applications from people of color and members of underrepresented groups.