Job Posting Title: Ticketing Manager ---- Hiring Department: Texas Performing Arts ---- Position Open To: All Applicants ---- Weekly Scheduled Hours: 40 ---- FLSA Status: Exempt ---- Earliest Start Date: Immediately ---- Position Duration: Expected to Continue ---- Location: UT MAIN CAMPUS ---- Job Details: General Notes 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 scene. 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 in creative experiences. 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 receives UT Austin’s generous benefit package, including 100% employer-paid basic medical coverage, retirement contributions, paid vacation and sick time, and paid holidays. Purpose 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 and has primary responsibility for managing student ticketing staff and coordinating Group Sales. As part of the team, the position oversees ticket office operations during regular hours and for assigned events. This includes providing manager-level customer service, supporting ticket office staff, fulfilling software and equipment support needs, and generating reports and statements. Responsibilities Event Operations: Provide frontline, hands-on customer service at events as scheduled. Support the Access Management system for the Guest Services team. Respond to customer ticketing inquiries and engage with guest feedback through all communication channels. Conduct real-time and follow-up ticketing issue resolution. Conduct customer service follow-up. Participate in event day settlement of audits and internal event settlements. Student Ticket Seller Management: Recruit, train, schedule, and evaluate student ticket staff. Create and maintain event documents and training materials for student staff. 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. Contribute to our goal to provide a frictionless ticketing experience for customers. Group Sales: Process Group Sales requests with concierge-level service. Work with the team members to manage inventory and offers. Collaborate with the TPA Marketing, Education & Enagement, and Development teams to fulfill group orders. Interface with external group sales contacts. Ensure continuity in communication and inventory management for an effective Group Sales experience. Other duties as assigned. Required Qualifications Bachelor's degree and at least two (2) years of 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 various situations. Relevant education and experience may be substituted as appropriate. Preferred Qualifications Experience with ticketing operations in an organization that focuses on member services and fundraising. Demonstrated experience delivering exceptional customer service to internal and external clients. 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. Experience working effectively with outside event promoters, visiting productions and artists, or other types of outside event partners. Fluency in a language other than English. Experience managing part-time or 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. Relevant professional education or credentials. Salary Range $50,000 depending on qualifications Working Conditions This position is based in Austin, Texas. This position is eligible for a Flexible Work Arrangement (FWA) that may allow for some remote work on a very limited basis. 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 9am – 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 for professional development and other business needs. Required Materials Resume/CV 3 work references with their contact information; at least one reference should be from a supervisor Letter of interest 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. Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above. ---- Employment Eligibility: Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval. ---- Retirement Plan Eligibility: The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length. ---- Background Checks: A criminal history background check will be required for finalist(s) under consideration for this position. ---- Equal Opportunity Employer: The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions. ---- Pay Transparency: The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. ---- Employment Eligibility Verification: If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university. ---- E-Verify: The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following: E-Verify Poster (English) [PDF] E-Verify Poster (Spanish) [PDF] Right To Work Poster (English) [PDF] Right To Work Poster (Spanish) [PDF] ---- Compliance: Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031. The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701. In 2023, The University of Texas at Austin placed in the top 10 among Texas employers and came in the top 15 for higher education institutions on Forbes’s 2023 list of 500 best large employers. The university’s aspiration to become the world’s highest-impact public research university is driven by our outstanding people. Our employees are the bedrock of our university and are empowered to be true to themselves, to participate fully in our vibrant university, and to thrive as individuals. UT Austin offers competitive salaries, full benefits, an extensive support network, and above all, an enriching and highly collaborative working community that is deeply passionate about our vision for higher education and public service. Looking for a student job? Please see our Student Employment site. Comments and Inquiries: Email comments to: Human Resource Service Center. For questions or concerns regarding equal opportunity only, contact Equal Opportunity Services. Additional information for applicants can be found on the Human Resources web page: Applying for Employment. For more job information, call the Human Resource Service Center at (512) 471-4772, or toll-free at (800) 687-4178. UT Austin is a Tobacco-free Campus