Ticketing Operations Supervisor

2 weeks ago

Boston, Massachusetts, United States John Gore Organization Full time

Position Overview

The Ticketing Operations Supervisor is tasked with overseeing the management and execution of ticketing processes, box office functionality, accountability, and customer engagement. This role is pivotal in providing sales analysis and reporting for events hosted by the organization.

Key Responsibilities

  • Manage box office personnel in the following areas:
    • Developing sales forecasts on a weekly, quarterly, and annual basis, analyzing trends in individual ticket, group, and third-party sales.
    • Overseeing advance sales and collaborating with the Box Office Manager on inventory management, including pricing strategies, special offers, and promotions.
    • Recruiting, training, and scheduling box office staff effectively.
    • Generating comprehensive box office reports, ensuring timely and accurate execution of financial statements and other necessary documentation.
    • Conducting box office accounting, including daily reconciliations and cash management.
    • Building performance schedules and verifying the accuracy of all relevant details.
    • Managing house seats, complimentary tickets, and trade requests.
    • Coordinating with ticketing platforms to establish performances, promotions, and resolve any issues.
    • Overseeing the ticket trade process and ensuring proper billing with third-party vendors.
    • Implementing and maintaining high standards of customer service.
  • Facilitate individual ticket sales through various channels including in-person, phone, and mail.
  • Monitor and enhance all ticketing activities, including window sales, group sales, and partnerships with hotels and third-party vendors.
  • Collaborate closely with various departments and external partners.

Supervisory Duties

The Ticketing Operations Supervisor directly oversees a team of approximately 10 staff members, executing supervisory responsibilities in alignment with organizational policies and legal requirements. This includes:

  • Conducting interviews, hiring, and training new employees.
  • Planning, assigning, and directing daily tasks.
  • Managing employee performance and providing constructive feedback.
  • Addressing employee concerns and resolving any issues that arise.
  • Ensuring compliance with ticketing regulations and ethical standards.

Essential Competencies

To excel in this role, candidates should demonstrate the following competencies:

  • Collaboration: Build and maintain effective working relationships, actively listen, and support colleagues.
  • Flexibility: Adapt to changing circumstances and modify actions accordingly.
  • Attention to Detail: Strive for accuracy and quality in all tasks.
  • Teamwork: Promote cooperation and understand team dynamics.

Qualifications

To be successful in this position, candidates must possess the following:

  • Proficiency in basic accounting, communication, and attention to detail.
  • A minimum of 1 year of experience in a box office or direct sales environment with a strong focus on customer service.
  • Familiarity with Microsoft Excel and Word; experience with ticketing software is essential.
  • A degree in Arts Administration or Management is preferred but not mandatory.

Communication Skills

  • Ability to interpret financial documents and respond to inquiries from various stakeholders.
  • Capability to produce clear financial reports and effectively present information.

Critical Thinking

  • Ability to manage multiple projects simultaneously, prioritizing tasks effectively.
  • Utilize downtime for organizational improvements and project management.

Physical Requirements

This role may require:

  • Working evenings and weekends as needed.
  • Standing or sitting for extended periods.
  • Lifting and carrying items up to 50 lbs.

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