Associate Director, Stanford Ticket Office - 74476
The Stanford Ticket Office (STO) provides professional and seamless event registration and ticketing services to Stanford student groups and to various university departments as well as their affiliates. The Stanford Ticket Office supports more than 120 events year-round and provides onsite services at more than 10 venues across campus and the local community. The Stanford Ticket Office is also committed to the Arts and partners with Stanford Live, Department of Music, Stanford Jazz, TEDx, and others.
Under the general supervision of the Director of Ticket Services and Operations, the Associate Director will implement and maintain excellent ticketing and registration services and continue to build strong customer satisfaction for Stanford University students, departments, and affiliates. To be successful in this position, the ideal candidate must have strong management and leadership skills and the ability to create, analyze, interpret, and deliver comprehensive financial reports to the Director of Ticket Services and Operations and the Director of Finance and Administration. The candidate must possess superior customer service skills in a customer-centric sales environment and have the drive to build and maintain relationships to support the STO. In addition, the candidate must have demonstrated experience with ticketing and registration software. This position supervises the administrative and student support operations team.
This is a highly collaborative department that is results driven, with goal-oriented action, follow-through, and open communication to develop and maintain a strong service and sales culture. Evening and weekend work is required.
- Department lead and system administrator of Tessitura and/or other ticketing/registration software platforms. Provides technical and analytical support, trouble-shooting, and may resolve software and network challenges.
- Ensure best practices of event registration are implemented, resulting in quality customer service.
- Complete event registration reports and regularly analyze and interpret event registration metrics.
- Develop strategies to drive sales and establish strong client relationships.
- In liaison with the Director of Ticket Services and Operations, collects and analyze data, creates financial reports, reconciles accounts, reviews and explains trends. Lead process improvement and resolves complex issues.
- Directs staff to perform various tasks and assignments. Specifically, supervise operations team, delegate customer service, logistics, and financial tasks to operations team; assure completion of tasks.
- Responsible for recruiting, training, and managing ticket staff, including temporary employees and students hires.
- Independently implement, administer, and evaluate day-to-day activities of the Box Office.
- Stay informed on current university initiatives and activities.
Education and Experience:
Bachelors degree and three years of relevant experience or combination of education and relevant experience. Preferably in ticketing-related department/institution.
Knowledge, Skills and Abilities:
- Proficient with ticketing software platforms, specifically Tessitura, and event registration.
- Must possess strong written and oral communication skills.
- Experience in accounting, cash handling, finance, and audit procedures.
- Must have the ability to work evenings and weekends, as needed, on a regular basis.
- Demonstrated, superior customer service and interpersonal skills, and the ability to diplomatically interact with various STO constituents.
- Demonstrated ability to prioritize own work, multi-task, and delegate tasks.
- Demonstrated excellent organizational skills.
- Demonstrated ability to take initiative and ownership of projects.
- Ability to routinely and independently exercise sound judgment in making decisions.
- Demonstrated experience working independently and as part of a team.
- Proficiency in Microsoft Office Suite and HTML/CSS, CRM.
- Ability to direct the work of others.
Certifications and Licenses:
- Constantly perform desk-based computer tasks.
- Frequently stand/walk, sitting, grasp lightly/fine manipulation.
- Occasionally use a telephone.
- Rarely lift/carry/push/pull objects that weigh 11-20 pounds.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
- Frequent work on evenings and weekends.
- Work extended hours when needed.
- Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
- Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
- Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the Universitys Administrative Guide, http://adminguide.stanford.edu.
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
Location: Office of Public Affairs
Job Code: 4121