Senior Audience Services Manager

Seattle Theatre Group (STG) is a nonprofit organization and independent event promoter that stewards the historic Paramount, Moore, Neptune, and 5th Avenue theatres, as well as Kerry Hall, in Seattle, and an outdoor venue at Remlinger Farms in Carnation, Washington. Established in 1990, STG presents over 700 events, including concerts of all genres, comedy and podcast shows, speakers, dance performances, and touring Broadway musicals through its Broadway at the Paramount Series. Our mission is to create enriching arts experiences, engage diverse communities, and preserve historic theatres. Additionally, our Education and Community Engagement (ECE) Programs offer small classes, workshops, and summer camps for community members.

POSITION SUMMARY

TO BE CONSIDERED FOR THIS POSITION, PLEASE SUBMIT A COVER LETTER AND RESUME.

STG is seeking a highly skilled and successful candidate to provide strong leadership and oversee the smooth operation of the audience services department. The ideal candidate should have extensive knowledge of Ticketmaster’s suite, including HOST, Archtics, TM1, and Account Manager. The right candidate must demonstrate a proven track record of delivering exceptional customer service to both internal and external clients. They will build, foster, and maintain strong relationships with partner organizations, including Ticketmaster, Broadway Across America, parking lots, and outdoor venues. This role will work closely with the marketing team and all organizational levels. It reports to the Chief Marketing and Communications Officer. This is a full-time position earning between $63,086 and $ 94,619 (Midpoint of $78,852) and is eligible for Medical, Dental, Vision, LTD, STD and Life Insurance as well as 403b retirement savings plan with discretionary match, subsidized parking or ORCA passport.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Lead and motivate a team of full-time and part-time ticketing professionals, including hiring, training, personnel management, and performance reviews.
• Demonstrated experience and be a power user of Ticketmaster products, including HOST, Archtics, TM1, and Account Manager. Some working knowledge of Tessitura preferred.
• Proven track record of implementing customer-centric operations and processes
• Craft and implement policies based on the latest industry practices and technology
• Resolve escalated customer service issues in a timely manner.
• Build and maintain relationships with STG partner organizations, including Ticketmaster, Broadway Across America, parking lots, rental clients, and outside venues.
• Be on-site to advise at high-profile STG events.
• Be available to support daytime and nighttime ticketing staff with software navigation, customer service issues, etc., and be able to cover for staff when needed.
• Support the organization’s DEIA initiatives.
• Leverage industry standards to inform our customer policies, and that our technology is current.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, experience, knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS

• 7+ years of proven success managing a large staff of direct reports and complex ticketing operations
• Advanced knowledge of Ticketmaster products (HOST, TM1, Archtics & Account Manager) is required
• Progressive experience in exemplary customer service and marketing required
• High-level experience with touring Broadway ticketing, including show settlement, preferred
• Experience in analyzing data and making recommendations
• Demonstrated ability in managing and motivating a team
• Strong written and oral communication skills; ability to communicate effectively with external and internal constituencies
• Must be able to prioritize multiple projects and very tight deadlines
• Demonstrated record of excellent customer & client care
• Knowledge of Microsoft products: Word and Excel
• Solid math and accounting proficiency
• Must be available for on-call evening/weekend needs
• This is an in-office position. No remote work.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a full-time position earning between $63,086 and $ 94,619 (Midpoint of $78,852) and is eligible for Medical, Dental, Vision, LTD, STD and Life Insurance as well as 403b retirement savings plan with discretionary match, subsidized parking or ORCA passport.