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Assistant Ticket Office Manager - Adams Center

University of Montana
Montana, United States
Salary Not Specified
Posted Date
Nov 3, 2021

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Position Type
Administrative, Business & Administrative Affairs, Business & Administrative Support, Other Business & Administrative Affairs, Auxiliary Services, Conference & Special Event Administration, Student Affairs, Athletics
Employment Type
Full Time
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The Adams Center invites applications for an Assistant Ticket Office Manager to join their team. Reporting to the Director of Ticket Operations, the Assistant Ticket Office Manager assists with the management and operation of ticketing functions for events hosted by the Adams Center and Washington-Grizzly Stadium, including University of Montana Intercollegiate Athletics events, touring concerts, other UM live entertainment and special events.

The ticket office sells 280,000 tickets annually with sales in excess of $10 million. This position is responsible for day-to-day accounting and business support functions within the Adams Center Ticket Office. The Assistant Ticket Office Manager will also manage ticket operations for one or more assigned sports and other special events, coordinate ticket fulfillment processes, assist with training and supervision of junior staff members, and provide and model exemplary customer service at all times. The Ticket Office provides ticketing services for Football, Men’s Basketball, Women’s Basketball, Softball, Volleyball and Women’s Soccer. The Adams Center hosts numerous special events ranging from world-class arena and stadium concerts, comedy, performing arts, theater, non-UM sporting events and other cultural and entertainment events.

The Assistant Ticket Office Manager must effectively communicate with a variety of external customers and establish strong working relationships with departmental and campus employees to achieve objectives in a team environment. This position requires the demonstrated ability to manage multiple projects simultaneously and to work extended hours, including nights, weekends, and holidays as needed. Responsibilities are subject to change as needed for departmental efficiency.

Duties and Responsibilities include, but are not limited to:

Customer Service, Ticket Sales, and Daily Office Operations
  • Provide daily coverage for ticket office phones and windows; assist with monitoring queues
  • Assist with ticket allocation and seat upgrade opportunities
  • Serve customers and assist with selling season tickets, mini-plans, single games, group tickets, and annual fund memberships
  • Assist with managing inbound ticket office email accounts and responding to inquiries
  • Assist with monitoring online season ticket sales and processing applicable seat donations
  • Assist with fan engagement initiatives and special projects
  • Manage and train student and temporary staff of estimated 10-15 ticket sellers
  • Actively participate as a member of the team while performing other duties in support of the department’s mission
  • Serve as the Ticket Office “manager on duty” in the absence of the Director of Ticketing

Daily Deposits & Accounting Support
  • Coordinate batch processing/completion
  • Daily reconciliation of credit card payments
  • Ensure the health of GrizTix’s financials by properly reconciling cash bags, producing financial reports, correctly depositing monies across numerous account, and responsibly managing all department assets
Sport/Event Ticketing Responsibilities
  • Independently plans, organizes, administers and implements ticketing operations for assigned sport teams and events;
  • Acts as liaison with coaches, director of operations, student-athletes, event management, facilities, and marketing for each sport, as necessary.
  • Oversees and supervises all ticket sales and customer service issues at ticket office windows and on site at athletic events.
  • Balances and reconciles ticket sales made at the windows and on site at events.
  • Print all tickets for assigned events. This includes, but is not limited to mobile, thermal and print-at-home tickets, as well as season tickets and parking.
  • Assist with coordinating timelines, strategies, and materials related to renewals, new sales, seat allocations, printing, distribution, and reconciliation of tickets
  • Manage ticket operations (sales, will call, ticket resolution, access control, comp admission gates) for regular-season, post-season, and special events
  • Reconcile ticket sales and attendance
  • Share supervisory duties for other ticketed events as needed
  • Primary responsibility for interior ticketing windows/resolution at home football games; assist with mobile ticketing, guest relations, and entry gates as needed
  • Assist with managing point-of-sale ticketing equipment/setup for remote box offices
Ticket Fulfillment, Database Maintenance & Sales Operations
  • Coordinate daily printing and fulfillment of tickets to ensure timely delivery to customers
  • Assist with all aspects of mobile ticketing and fan education
  • Verify and reconcile incoming ticket inventories from opponents/venues; assist with processing returns as needed
  • Maintain data hygiene and best practices in account management
  • Create filters for email marketing campaigns
Upon completion of training, the incumbent is required to develop a working knowledge of:
  • Federal and state laws pertaining to public safety and the Americans with Disabilities Act and be able to explain them to customers
  • Production scheduling, lighting, video, sound, staging, rigging, and design elements as they relate to a live entertainment event
  • Familiarity with University of Montana Human Resources policies and procedures.
  • Oversight of the automated depository system that transfers funds directly from the ticketing system into University/Banner accounts
  • Ability to reconcile Banner accounts, provide budgeting analysis based upon empirical data, and provide concise ticketing reports for Intercollegiate Athletics event settlements
Required Skills
  • Experience with ticketing software (Paciolan, Ticketmaster, etc.)
  • Skill in developing rapport and maintaining good working relationships
  • Ability to problem solve and make decisions
  • Ability to work and interact with diverse populations
  • Ability to multi-task with frequent interruptions
  • Skill in the use of personal computer/software (Excel, Word, Access, PowerPoint)
  • Knowledge of position-related NCAA, Big Sky Conference, and University of Montana rules and regulations
  • Understanding of current best-practices for ticket office procedures and ticketing management, including event on-sales, ticket audits, inventory control and reconciliation
  • Ability to supervise, train, and develop a diverse staff
  • Customer service experience that includes ability to effectively and diplomatically handle difficult customer service situations
  • Knowledge of ADA regulations relative to ticket sales
  • Ability to be on an on-call status and react to immediate/emergency situations as needed
Minimum Required Experience
  • Two (2) years ticket operations experience
Preferred Qualifications
  • Bachelor’s degree, with a background in Business Administration, Marketing or related field
  • Professional experience in a University setting with familiarity of athletics operations
  • Understanding of NCAA rules and regulations as they relate to ticketing
  • Experience working with promoters of live events.
  • Experience with Paciolan ticketing software (Pac7, SB Client, Salesforce CRM, PacMail, eQuery Reporting, etc.).
  • Working knowledge of, and compliance with, the University, Big Sky Conference and NCAA ticket operation policies.
  • Experience with Paciolan or Ticketmaster ticketing software, marketing and email products
  • Experience with Fevo
About the Adams Center and UM

Poised at the base of Mount Sentinel on the beautiful University of Montana campus, the Adams Center is a proud Missoula icon, providing diverse entertainment in the mountains of Western Montana since the 1950s.

Named for and dedicated to Harry F. Adams who devoted 44 years of service to UM, the Adams Center underwent a $15 million renovation in 1998 to make improvements to the arena and add the auxiliary facility that now holds the East and West Auxiliary Gyms and the Grizzly Hall of Champions.

The Adams Center is now a hub for entertainment in Western Montana, from Grizzly Athletics and University of Montana events to meetings, conferences, trade shows, live theater and concerts. The Adams Center mission is to be Western Montana’s gateway to quality entertainment in a first class facility.

The University of Montana is a flagship, research institution with over 9,000 students. It is located in Missoula, a culturally vibrant community of about 72,000, surrounded by mountain grandeur which was recently ranked in the “ top 20 best college towns with a population of less than 250,000 ” by the American Institute for Economic Research and ranked 9th in Outside Magazine’s “ The 16 Greatest Places to Live in America” in 2014 . Many national publications recognize Missoula for its high quality of life . Abundant recreational opportunities in surrounding state and national forests and nearby Glacier National Park and Yellowstone National Park complement a thriving intellectual atmosphere. The University of Montana offers eligible employees a generous benefits package that positively separates UM from other local employers and offers many programs and policies to support work-life balance for its employees.

The University of Montana is an Affirmative Action/Equal Opportunity employer and has a strong institutional commitment to the principle of diversity in all areas. In that spirit, we are particularly interested in receiving applications from a broad spectrum of qualified people who would assist the University in demonstrating its five priorities for action : Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always"; partner with place; and proudly tell the UM story.

To learn more about the University of Montana, Missoula, and the State of Montana, please visit the links below.

Position Details

Position Title: Assistant Ticket Office Manager (Program Manager)

Position Number: 129580

Department: Adams Center

Work Schedule: Full-time, 1.0 FTE (40 Hours a week), Monday through Friday 8:00 am to 5:00 pm, 12 months/year, with some variation based on event schedules. Some evenings, weekends and holidays will be required.

Salary: $21.634/hr - Current employee’s rate of pay for this position will be determined by the staff compensation plan and will minimally be this posted salary. For questions and details regarding the staff compensation plan, email the Compensation Department .

Union Affiliation: Out of Union

Probationary Period: Six months minimum

Benefits Include : Insurance package, mandatory retirement plan, partial tuition waiver, and wellness program.

Criminal Background Investigation is required prior to the Offer of Employment In accordance with University regulations, finalists for this position will be subject to criminal background investigations. ADA/EOE/AA/Veteran's Preference Reasonable accommodations are provided in the hiring process for persons with disabilities. For example, this material is available in alternative format upon request. As an Equal Opportunity/Affirmative Action employer, we encourage applications from minorities, veterans, and women. Qualified candidates may request veterans’ or disabilities preference in accordance with state law. References: References not listed on the application materials may be contacted; notice may be provided to the applicant. Testing: Individual hiring departments at UM may elect to administer pre-employment tests, which are relevant to essential job functions. Employment Eligibility: All New Employees must be eligible and show employment eligibility verification by the first date of employment at UM, as legally required (e.g., Form I-9).

How to Apply

Application Deadline: Sunday , January 16, 2022 by 11:59 PM (Mountain Time)

Candidates are required to submit the following materials online via "New Resume/CV" button below

*Please note, only five (5) attachments allowed per application. Please combine documents accordingly.

A complete application Includes:

  1. Letter of Interest – addressing your qualifications and experience related to the stated required skills for the position. A general letter salutation such as “Dear Search Committee” or “Dear Hiring Manager” is acceptable
  2. Detailed Resume – listing education and describing work experience
  3. Professional References – names and contact information for three (3) professional references

Job Location Missoula, Montana, United States
Position Type Full-Time/Regular

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