Senior Audience Services Manager

STG•Seattle, WA

3d•$63,086 - $94,619•Onsite

About The Position

Seattle Theatre Group (STG) is a nonprofit organization and independent event promoter that stewards the historic Paramount, Moore, Neptune, and 5 th 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.

Requirements

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
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.

Nice To Haves

Some working knowledge of Tessitura preferred.
High-level experience with touring Broadway ticketing, including show settlement, preferred
Experience in analyzing data and making recommendations

Responsibilities

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.
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.