Assistant Ticket Services Manager

Harvard University • Cambridge, MA

7d • Hybrid

About The Position

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.

Requirements

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

Responsibilities

• 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.
• 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.
• 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.
• Perform other duties as assigned within the scope of the role.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED