Ticketing Manager of the Michigan Union Ticket Office

JOB OPENING ID: 246132

REGULAR/TEMPORARY: Regular

ORGANIZATIONAL GROUP: Dsa University Union

DEPARTMENT: Unions – Ticket Office

SALARY: $48,200.00 – $57,800.00

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Summary

Department Summary

Center for Campus Involvement Overview
The Center for Campus Involvement (CCI) in University Unions within Student Life at the University of Michigan is a dynamic, student-focused department that serves all undergraduate and graduate students through student programs, student services, and student development. Through meaningful involvement, CCI creates transformative experiences, a vibrant community, and lifelong memories for University of Michigan students. CCI recognizes and supports over 1,500 student organizations through education, advising, advocacy and services. CCI also implements hundreds of social, educational, cultural, and recreational programs each year, focused on building community within and beyond University Unions’ facilities. CCI directly employs 17 regular staff and over 80 student staff.

University Unions Overview

University Unions is a self-funded auxiliary enterprise which serves the campus through its three historic unions (Michigan Union, Michigan League, Pierpont Commons), academic meeting and dining facility (Palmer Commons), Center for Campus Involvement (over 1,500 student organizations and hundreds of programs), and works in close partnership with Conferences & Event Services and Michigan Dining to provide student-focused and customer-oriented service to the campus community. Total budget volume for University Unions approximates $20 million. University Unions directly employs over 80 regular staff and 250 student staff.

Job Summary

The Ticketing Manager provides essential leadership and oversight to the Michigan Union Ticket Office (MUTO) operation, handling ticket sales for an array of events hosted by student organizations, UM departments, local presenters, and national promoters in on-campus as well as community venues ranging in seating from 300-10,000. You will address customer service concerns, develop and maintain the campus and community partnerships, and manage the ticketing system, Tessitura. You have fiduciary oversight of a $400,000 departmental budget and maintain MUTO’s credit card and cash handling compliance observing UM policy.

Responsibilities*

Leadership of Ticketing Operations (45%)

• Serve as the system administrator for Tessitura (ticketing software)
• Plan, manage, and coordinate Ticket Office sales operations by facilitating ticketing agreements, meeting with clients, setting up events in the ticketing system, maintaining contact and communication through event fruition, preparing staff to sell event tickets (in advance and at the event), attend events (as needed) to facilitate box office operations night of show
• Perform system updates and manage and deduplicate the database
• Help resolve operating problems and/or customer concerns to sustain MUTO’s culture of providing excellent customer service
• Direct MUTO team, delegate, and assign work tasks to suit delivery of services and operations efficiency
• Represent the Michigan Union Ticket Office in ongoing business relations with clients, build/maintain relationships with clientele, and promote MUTO to seek new clients
• Collaborate with University colleagues (i.e., University Productions) to coordinate logistics for daily operations and shows
• Maintain ticketing equipment (i.e., scanners, printers) and ensure ability to operate in on-site/event locations
• Maintain and foster relationships with two of our critical clients, The Ark-Ann Arbor and the Ann Arbor Symphony Orchestra
• Partner closely with the Major Events Manager, who also reports to the Assistant Director for Campus Resources & Major Events
• Maintain MUTO website and marketing functions, ensuring a synergistic approach across CCI with the Communications & Marketing Specialist

Supervision of Staff (30%)

• Hire, Train, and Oversee graduate interns and/or undergraduate student employees to fulfill MUTO’s staffing needs and create a robust team
• Serve as the direct supervisor of approximately 20 MUTO student employee ticket agents and managers in the Michigan Union Ticket Office (MUTO)
• Develop and maintain training content and processes for new team members
• Delegate and manage schedules and projects assigned to student staff and student managers
• Foster community and engagement amongst staff by organizing staff meetings, retreats, professional development opportunities, and social gatherings, in addition to meeting with staff quarterly

Financial (20%)

• Audit records of sales activity and associated data
• Direct ticket sales (over-the-counter, phone, mail order & online) in the range of $2.5 million per annum
• Make expenditures for materials, equipment, support, staff and travel
• Develop operating budgets, maintain fiscal responsibility, prepare departmental records, box office reports, statistical summaries, budget line projections, and records
• Oversee cash handling and deposit processes, training staff as necessary. Ensure staff are trained and an appropriate level of separation of duties is maintained
• Collaborate with Student Life Budget and Finance to settle shows, issue payments, and manage budgets

University Unions and Student Life Service (5%)

• Serve on various committees and work teams as requested
• Build and maintain relationships with University and Student Life departments, including, but not limited to, University Productions, University and Development Events, Michigan Athletics, and University Musical Society
• Attend and participate in staff training and professional development opportunities

Other Duties as Assigned

Required Qualifications*

• Bachelor’s degree or equivalent combination of education and experience
• At least 3 years of ticketing experience as a student or professional

Desired Qualifications*

• Master’s degree in Performing Arts, Theater Management or related field
• 5 years or more of professional experience
• Experience with college student activities or events

Additional Information

Financial/Budgetary Responsibility

• This position oversees and manages the operational budget (~400K) and is required to complete various cash handling trainings, and maintain credit card compliance.

Working Conditions

• The position requires flexible work hours and an individual who can work frequent evenings and weekends.
• The successful candidate must be able to work in a collaborative environment but also work independently and make good decisions that reflect University and Student Life policies, procedures, and philosophies.
• The successful candidate must build and maintain strong partnerships to serve numerous stakeholders.
• This role works regularly with fine arts organizations and is centered within the higher education industry, supporting various internal and external clients for events.

Physical Requirements

• Routinely moves items weighing up to twenty-five (25) pounds, etc.

Direct Reports

• Serves as the direct supervisor of approximately 20 MUTO student employee ticket agent and managers. Student staff work approximately 8-12 hours per week.

Selected candidates whose start date is 4/1/2024 or after, will not be eligible for the university FY24-25 salary/merit plan unless otherwise notified.

This role may have reporting obligations under Title IX and Clery.

Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.

Salary may vary depending on qualifications, experience, and education of the selected candidate.

Relocation will not be offered for this position.

#studentlife

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

Job Detail

Job Opening ID

246132

Working Title

Ticketing Manager of the Michigan Union Ticket Office

Job Title

Athletic Event Ticket Manager

Work Location

Ann Arbor Campus

Ann Arbor, MI

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Exempt

Organizational Group

Dsa University Union

Department

Unions – Ticket Office

Posting Begin/End Date

3/07/2024 – 3/21/2024

Salary

$48,200.00 – $57,800.00

Career Interest

Hospitality