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University of Wisconsin–Madison

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University of Wisconsin–Madison

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DIRECTOR OF CAMPUS ARTS TICKETING

Apply now(opens in a new window) Job no: 262875-AS
Work type: Onsite, Staff-Full Time
Department:WU/SOC ED/THEATER SHANNON HALL
Location: Madison
Categories: Arts, Arts Programming and Arts Venue Management, Guest Services and Sales

Job Summary:

This high-level leadership position within the Wisconsin Union Theater manages all arts ticketing operations including oversight of Campus Arts Ticketing. This position works with internal and external stakeholders to address ticketing needs, provides oversight for Memorial Union and satellite Box Office operations, and works toward continuous improvement in the arts ticketing program. This position directs training and execution of customer service initiatives, manages the ticketing system, establishes a system of internal controls, and oversee the ticketing budget. Additionally, this position oversees the implementation of operational procedures and both full time and student staff to ensure effective customer service and achievement of organizational goals. Lastly, this position contributes to the Wisconsin Union's ability to create a welcoming, equitable, and inclusive environment.

Responsibilities: Oversees customer services and/or retail programs and operations including the implementation of operational procedures and proper staffing to ensure effective customer service and achievement of overall unit goals.
  • 15% Directs and audits customer services and/or retail program operations to ensure customer service objectives are met
  • 20% Implements operational procedures, methods, and policies to achieve established goals, meet compliance requirements, and ensure effective service
  • 10% Develops and schedules unit operational work plans
  • 20% Provides operational and strategic guidance to all unit staff
  • 10% Identifies, develops, and facilitates staff training opportunities
  • 5% May create and monitor the unit operating budget and approve expenditures
  • 10% Exercises supervisory authority, including hiring, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2 full-time equivalent (FTE) employees
  • 5% Serves as the unit liaison to ticketing software company as well as internal and external stakeholder groups providing arts ticketing and activities information and representing the interests of the unit
  • 5% Work with IT professionals to ensure proper networking and cybersecurity for Memorial Union Box Office and satellite box office locations and serve as Campus Arts Ticketing's PCI Compliance Official in conjunction with UW-M's PCI Compliance team
Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Education:

Required
Bachelor's Degree
Or equivalent experience.

Preferred
Master's Degree, ideally in arts administration, arts business management, strategic marketing, or related field.

Qualifications:

Three to five years of experience in a supervisory role within a performing arts organization
overseeing ticketing services including box office operations, subscriptions, ticket sales strategies, customer relations, and patron services.
- At least three years expertise in AudienceView ticketing software, financial management, accounting procedures, subscription sales, group sales, and PCI compliance
- In addition to ticketing software, must have extensive computer software experience including use of databases, spreadsheets, data management, and word processing. Some web development experience preferred
- Impeccable customer service and verbal and written communication skills
- Demonstrated ability to supervise, manage, and mentor full-time, part-time, and student employees
- Understanding of the importance of donor stewardship and working with development teams to cultivate relationships with key patrons
- Ability to work with IT professionals regarding networking requirements for ticket sales and financial transactions
- Excellent time management skills, ability to meet simultaneous deadlines
- Ability to multi-task and problem solve in a fast-paced work environment
- Ability and willingness to flex schedule to work nights and weekends when necessary;willingness to manage and adjust personal schedules to accommodate the needs of the Theater's cycle of events
- Experience working with and supervising university students a plus

COVID-19 Considerations:

UW-Madison continues to follow necessary health and safety protocols to protect our campus from COVID-19. All employees remain subject to the COVID-19 Workplace Safety Policy: https://policy.wisc.edu/library/UW-5086. Please visit https://covidresponse.wisc.edu for the most up-to-date information.

Work Type:

Full Time: 100%

It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location.

Appointment Type, Duration:

Ongoing/Renewable

Salary:

Minimum $58,000 ANNUAL (12 months)
Depending on Qualifications

Additional Information:

The Wisconsin Union operates two buildings on the UW-Madison campus. The Wisconsin Union is a financially self-supporting division of the University of Wisconsin-Madison. Financial support for the organization is provided by income earned by twenty-two food service units and a variety of nonfood units such as games, guest rooms, space rentals and campus vending. Substantial support is also provided by student fees. The total annual organizational budget is approximately $45 million dollars.

Student Affairs is led by the Vice Chancellor for Student Affairs. Our staff is dedicated to serving students and to helping them succeed in and out of the classroom in areas including health and well-being, identity and inclusion, leadership and engagement, and student advocacy. Student Affairs includes departments led by the dean of students; departments that provide identity-based spaces and leadership resources; the Wisconsin Union; University Health Services; and University Recreation and Wellbeing.

The idea of a theater wing at the Wisconsin Union came about in the pre-1920's by University President Van Hise and members of the Memorial Union Building Committee. They imagined a theater as an integral part of the Memorial Union, drawing the arts into the daily life of the campus. The Wisconsin Union Theater (WUT) consists of Shannon Hall (capacity 1165), Play Circle Theater (Cap 184) and one rehearsal/dance studio (the Festival Room). The Wisconsin Union Theater, through a student-led committee, presents a season of up to 40 performing arts events annually. Additionally, the WUT hosts campus events including graduations, lectures, conferences, as well as performances by university departments, registered student organizations, and community organizations. WUT is committed to social justice and is on a path towards creating an equitable, diverse, and inclusive place for all who work in and all who engage with its programming, events, and activities.

How to Apply:

To apply for this position, please click on the "Apply Now" button. You will be asked to upload a resume and cover letter as a part of the application process. Please outline your relevant work experience as it relates to the qualifications.

Contact:

Jenny Lee
jenny.lee2@wisc.edu
608-265-1157
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )



Official Title:

Customer Service Manager(DS015)

Department(s):

A962035-WISCONSIN UNION/SOC ED/THEATER SHANNON HALL

Employment Class:

Academic Staff-Renewable

Job Number:

262875-AS

  The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.

Applications Open: Central Daylight Time
Applications Close: Central Daylight Time

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