Assistant Director of Ticketing and Strategy; IN, South Bend

SALARY

up to $55,000-$56,000 annually

The Assistant Director of Ticketing and Strategy is a frontline operational leader at the Morris Performing Arts Center, responsible for overseeing daily box office functions, ensuring fiscal responsibility, and providing excellent customer service. Acting as Manager on Duty in the absence of the Director of Ticketing and Strategy, this role provides staff supervision, helps research and implement fraud prevention measures, supports responsible fiscal controls, and helps resolve issues during events and operational hours.

This role works directly with promoters and internal departments to build events in the ticketing system, manage pricing and promotions, and support communication for on-sales, promos, and accessibility. The Assistant Director of Ticketing and Strategy serves as a primary contact for escalation of customer issues, resolving conflicts with professionalism and authority, while modeling the City of South Bend Core Values, Excellence, Accountability, Innovation, Inclusion, and Empowerment, through strong communication, sound judgment, and a commitment to operational excellence.

As a leader and employee of the City of South Bend, you are called upon to serve in a manner that supports Our Core Values:
Excellence, Accountability, Innovation, Inclusion, and Empowerment as you carry out our primary employee expectations:
Champion Values & Organizational Pride, Champion Operational Excellence, Make Sound Decisions, Embrace Coaching and Accountability, Communicate with Excellence, Value Diverse People and Perspectives, Embrace Personal Development, Exhibit a Positive Attitude and Own Your Health, Wellness & Safety

The Assistant Director of Ticketing and Strategy must be present to support regular Box Office staff Hours (9:30am - 4:00pm Wed/Thur, 9:30am - 5:30pm Fri.), arriving at 9:00am on Wednesday, Thursday, and Friday, and leaving after close of business. The Assistant Director of Ticketing and Strategy is expected to arrive 3 hours previous to events and stay until at least 30 minutes after intermission.

Schedule hours vary based on event hours.

• Acts as Manager on Duty for Box Office staff as needed.
• Provides necessary training and information to ensure that box office staff is well informed and professionally trained regarding technology, policies and procedures set forth by Director of Ticketing and Strategy.
• Researches and resolves patron ticketing complaints and concerns.
• Responsible for developing monthly box office work schedules for full-time and part-time box-office employees when assigned by Director of Ticketing and Strategy.
• Meets regularly with various promoters to discuss ticket sales and required reports.
• Oversees and maintains the box office policies and procedures manual.
• Oversees inventory of ticket stock, ticket envelopes, and mailing envelopes.
• Programs seating configurations for each event in the ticketing solution in coordination with the promoter as part of ticket builds as needed.
• Maintains a positive and professional rapport with promoters - helping and information promptly and accurately upon request.
• Assists as necessary to complete the event settlement.
• Demonstrates exemplary customer relations and service while managing exchange and refund tickets in the ticketing system and payment providers.
• Understands the functions and maintains operation of ticket printers.
• Works with ticketing company on system upgrades and enhancements.
• Manage contractual complimentary, house, and presenters seat inventory and orders.
• Ensure ADA‑compliant ticketing procedures and practices, re‑ticket sales, ticket prices; and identification of available accessible seating.
• Operates the computer terminal for daily close out, maintains price codes, and supervises end of day reports.
• Serve on management team of MPAC.
• Regularly and proactively work with Morris staff on ensuring best‑in‑class customer experience from ticket purchase to show engagement.

Answers phones, assist customers, and performs other administrative duties.

• Bachelor’s degree in…