Ticketing Services Manager

About the role

The Kauffman Center for the Performing Arts is seeking a Ticketing Services Manager to play an integral role in enriching the lives of everyone in the community through extraordinary and diverse performing arts experiences. Reporting to the Senior Director of Patron Services, this position oversees the day-to-day operations of the Ticketing Services Department, ensuring a hospitable, smooth, and efficient operation while maintaining a cohesive culture based on the Kauffman Center’s Organizational Values. The role maintains strong relationships with internal and external stakeholders, troubleshoots using creative problem solving, and leads a team of up to 11 full- and part-time ticketing employees to deliver exceptional customer experiences. This highly visible position interacts with sponsors, vendors, clients, patrons, Resident Arts Organizations (Kansas City Ballet, Kansas City Symphony, Lyric Opera of Kansas City), and various community arts organizations. The position leads by example and requires flexibility in scheduling.

Responsibilities

• Lead, hire, coach, mentor, and grow a team of full- and part-time ticketing professionals.
• Foster and maintain strong working relationships with the Box Office Managers of the resident arts organizations: Kansas City Ballet, Kansas City Symphony, Lyric Opera of Kansas City and other clients, promoters, vendors, donors, and internal departments.
• Lead and participate in select Consortium meetings.
• Work with key clients to manage their event experience from contract signature to final reporting.
• Build and manage event and subscription builds in Tessitura including full, flex, and super packages.
• Develop a complete understanding of and master the ticketing and financial functions of Tessitura and TNEW; master and implement other software and technologies including Microsoft Office, WordPress, and True Tickets.
• Oversee the daily, weekly, monthly, and yearly sales of tickets; provide high-level data reports as required.
• Work with Accounting Department staff with monthly settlement processes, including budgeting and forecasting.
• Maintain and upkeep documentation of all policies and procedures.
• Demonstrate and model excellent customer service skills; respond promptly to customer inquiries and requests; train all Ticket Office personnel in customer service standards.
• Perform other duties as assigned that support Kauffman Center initiatives and ticketing services operations.

Requirements

• Three to five years of ticket office experience.
• Minimum of three years’ management experience strongly preferred.
• Proficiency in ticketing software, Tessitura preferred.
• Strong interpersonal skills including the ability to work independently, collaboratively, proactively, and professionally with all departments, vendors, and partners.
• Excellent verbal and written communication skills.
• Ability to provide visible leadership to the Ticket Office Team, including the ability to train, coach, and motivate team members.
• Excellent problem solving, strategic thinking, and conflict resolution skills.
• Strong attention to detail.
• Proficiency with Microsoft Office.
• Ability to accommodate a flexible schedule, including nights, weekends, and some holidays.

Benefits

• Excellent benefits including medical, dental, vision, FSA, HRA, disability insurance, EAP, and more.
• 401k retirement plan with employer match.
• Paid vacation, PTO, holidays, and discretionary days.
• Professional development opportunities and tuition reimbursement.