Assistant Ticket Services Manager in Cambridge, Massachusetts at Harvard University

002965SR
School/Unit Harvard University Central Administration
Department American Repertory Theater
Job Function General Administration
Location Cambridge
Job Type Full-time
Salary Grade 053
FLSA Status Non-exempt
Union 55 - Hvd Union Cler & Tech Workers
Term Appointment No

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard University Central Administration?

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

Reporting to the Ticket Services Manager, the Assistant Ticket Service Manager is a key member of the Ticket Services team and a primary point of contact for patrons. This role supports high-quality customer service through ticketing operations, data maintenance, staff support, and night-of performance management.

Job-Specific Responsibilities:

Ticketing /Tessitura Management (40%)
With guidance from the Ticket Services Manager, the Assistant Ticket Services Manager will:

• Ensure the timely processing of all ticketing transactions and maintenance of accurate constituent data in Tessitura.
• Seek clarity from management when information is incomplete or conflicting, and communicate updates to staff. Create and maintain promotional codes and other maintenance tasks in Tessitura following parameters set by Ticket Services Manager and Marketing.
• Administer the theater’s ticket donation program: respond to inquiries, determine eligibility under established guidelines, issue certificates/letters, and maintain a complete database of all requests.
• Maintain and update hold inventories (access needs, subscription redemptions, exchanges, additional sales, donations, etc.) according to established procedures and hold patterns (set by management).
• Coordinate regularly with Company Management and Development to fulfill ticket requests and payments for artists, donors, and Board members.
• Support group sales processing for all performances.
• Implement approved date-by-date and price-zone changes to maximize ticket revenue and capacity based on sales data and management direction.

Staff Task Supervision (40%):
Under the guidance of the Ticket Services Manager, the Assistant Ticket Service Manager will:

• Explain and demonstrate standard operating procedures to all union and non-union Ticket Services staff, monitor task completion, and report any performance or conduct issues to the Ticket Services Manager.
• Reinforce established customer service standards and procedures, assisting staff with practical application and ongoing training.
• Maintain the internal Ticket Services training and information site, ensuring policies, processes, and updates are current and accessible.
• Deliver daily staff briefings using management-approved information and talking points to ensure consistency of messaging.

Night-of Event Management (20%)
At performances, the Assistant Ticket Services Manager will:

• Serve as first point of contact for Ticket Services representatives (in the Ticket Services Manager’s absence), answering policy/procedure questions and escalating complex patron issues per established guidelines.
• Reconcile daily ticket sales.
• Provide exemplary customer service to patrons onsite, resolving ticketing and access issues as they arise.
• Coordinate with Production, Artistic, and Engagement departments, as well as external Access contractors, to support Access Programs (e.g., Open Caption, ASL, Audio Described performances), including advance planning and night-of logistics.

The Assistant Ticket Services manager performs other duties as assigned within the scope of the role.

Basic Qualifications are the minimum requirements a candidate must meet to be considered for this role.

• Three or more years of ticket services/box office experience, including Tessitura or similar CRM (education beyond high school may substitute for some experience).

Additional Qualifications and Skills:

• Excellent attention to detail, accuracy, and typing skills; proactive problem-solver; able to multitask in a fast-paced environment.
• Strong written, verbal, customer service, and interpersonal skills; ability to serve diverse constituencies.
• Familiarity with ticketing/box office standards; commitment to the arts, diversity, equity, and inclusion.

• Standard Hours/Schedule: 35 hours per week, Tuesday–Sunday, with evenings, weekends, and some holidays required.
• Visa Sponsorship: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Harvard University requires pre-employment reference and background screenings: Identity
• Other Information:
  • Primary work location: Loeb Drama Center, Cambridge, MA. Role will be mostly on-site with occasional hybrid work.

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Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 053. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.