Department: Music Administration Salary/Grade: EXS/5
Under broad general supervision, manages all ticketing operations of the Bienen School of Music and other events in six venues, including administration of a computerized ticketing network, financial reporting, group sales, and cash handling operations.
Serves as the System Administrator for a computerized ticketing network, including hardware, software and related systems. Directs all aspects of ticketing operations for Bienen School of Music events and selected rental events including event set-up, sales, distribution, settlement and accounting. Also provides occasional on-site support for IT issues, under the guidance of the Bienen School IT staff.
Manages a large staff of year-round, part-time student employees, including hiring, training, supervision, scheduling and evaluation. Develops, presents, evaluates and refines staff training and orientation materials; develops and maintains documentation of training, transition, policy and procedures.
Serves as the point of contact for patrons, rental customers, and University departments and outside agencies on ticketing, admission and ticket revenue matters or ticketing problems. Develops standards for delivery and evaluation of excellent levels of service to all patrons; maintains service standards through supervision and training of service staff. Manages Concert Ticket Access Card program to identify Music students who require special access to complimentary concert tickets. Provides direct support to major rental groups to ensure the ticketing of their event runs smoothly and is executed with the same level of professionalism required of Bienen School events.
Interprets departmental, school and university policies; formulates policies and procedures for supervisory areas; assists in the formulation and review of departmental policy and procedures. Develops goals for supervisory areas; assists in the formulation of departmental goals and long-range planning processes. Processes Account Receivables in conjunction with Business Manager to ensure proper billing controls. Provides back-up support for Business Manager to ensure continuity of financial operations when needed.
Develops and administers departmental procedures for cash handling and internal controls; insure compliance with school and university procedures. Oversees portions of departmental budget; authorizes relevant expenditures; formulates, oversees and reconciles portions of production budgets. Works with University Officials on standards for Payment Card Industry (PCI) security requirements. Maintains strict security guidelines to ensure that physical and staff resources are guarded to prevent a breach of security or the theft of cardholder data. Assists Bienen School IT staff in analysis and rectification of potential PCI problems identified in third-party system scans.
Analyzes management and financial data; supervises the creation and distribution of management reports.
Collaborates with the Marketing Manager to stay abreast of current promotional offers, provides database management assistance and participates in the publication review. Ensures that ticketing software features are deployed effectively in order to enhance effectiveness of the marketing department.
Promotes and administers group sales initiatives with in-house and contracted staff.
Shares general supervisory duties for concerts on a rotating basis with the other concert management office full-time staff. Works evenings, weekend or holiday hours as necessary. Assists with scheduling of facilities including requests from faculty members, Bienen School staff, and students. Provides back-up support for Business Manager to ensure continuity of financial operations as needed.
Performs other duties as assigned.
Knowledge, skills and abilities equivalent to the completion of at least four years of college with concentration in arts administration, business administration or related fields.
Experience working as a ticketing administrator for a performing arts organization; experience and proven ability using a recognized computerized ticketing management system.
Experience leading and challenging a large staff of part-time student employees and conducting effective staff training. Ability to analyze financial and management information, draw conclusions, and create reports.
Minimum Competencies: (Skills, knowledge, and abilities.)
ACC Accounting: Understands and interprets financial statements and reports; reconciles financial records.
COLL Collegiality: Being helpful, respectful, approachable, and team oriented, building strong working relationships and a positive work environment.
COMP Computer Proficiency: Successfully uses multiple programs independently. Software may include Microsoft Office, applications such as PowerPoint, Word, Excel, and Access, email, web browsers, and PeopleSoft.
COW Communication-Oral and Written: Communicates effectively one-to-one, in small groups and in public speaking contexts; writes precise, well-organized emails, letters and proposals while using appropriate vocabulary and grammar.
CUF Customer Focus: Regularly monitors customer satisfaction; provides suggestions to improve quality and value to the customer.
EFF Efficiency: Effectively performs duties and responsibilities; displays attention to detail; supports organizational policies; anticipates demands/pressures of assignments and adjusts accordingly.
MEN Mentoring: Trains people for current assignment and develops them for promotion; uses feedback and personal example to encourage higher performance.
TEAM BUI Team Building: Achieves cohesive, positive, mutually supportive team climate; treats subordinates fairly and shares credit; shares information.
Ability to work varied hours including occasional evenings, weekends, and holidays in addition to regular business hours.
Preferred Qualifications: (Education and experience)
A minimum of two years of professional experience managing computerized ticketing system at an active concert venue.
Experience working within a college arts environment.
Interest in and appreciation for a variety of musical styles.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 38483
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.