Description

The Ticketing Manager oversees the daily operations of Chapman University’s Ticketing Services, ensuring a seamless experience for patrons across university departments, including the College of Performing Arts, Musco Center for the Arts, Athletics, Special Events, and the Hilbert Museum. This role requires expertise in ticketing technology, customer service, and event operations, as well as the ability to manage and develop a team of student and professional staff. The Ticketing Manager must be highly organized, detail-oriented, and capable of working efficiently under tight deadlines.

Chapman University’s Ticketing Services was recently awarded the 2025 Outstanding Ticket Office of the Year Award, recognizing its excellence in customer service, innovation, and operational efficiency. The new manager will be expected to uphold these high standards, continuing to elevate the department’s performance and industry reputation.

This position requires a flexible schedule, including evenings and weekends, to ensure successful event execution and staffing coverage.

• Oversees ticketing staff to ensure consistent, high-quality customer service across all patron interactions. Frequently serves as the on-site ticketing lead for events, including nights and weekends, ensuring smooth event execution.
• Oversees the scheduling of ticketing office operations, ensuring appropriate staffing levels during business hours (Monday–Friday, 9 AM–4 PM) and during events. Manages the schedules for 30+ staff/student employees to provide timely and efficient patron assistance in person, by phone, email, and web chat.
• Proactively manages staffing schedules to ensure adequate coverage for all events, including high-volume or complex ones, by responding to last-minute callouts and schedule changes as they arise—even outside regular office hours, including evenings and weekends.
• In assistance to the Database Manager, configures ticketing components within AudienceView (ticketing software), including events, series, bundles, pricing charts, venues, promotional offers, and article pages with the goal of efficient sales flows that result in seamless customer service transactions.
• Oversees the event-building process, ensuring all events are accurately configured, thoroughly proofed, and delivered to organizers on time, even when submissions are received last minute. Maintains strict attention to detail to prevent errors and ensures all deadlines are met.
• Manages the recruitment, onboarding, and supervision of student employees in Ticketing Support and Event Support roles. Approves timesheets and ensures student staff receive proper training and development opportunities.
• Maintains direct and ongoing communication with campus partners to ensure their ticketing needs are met effectively and efficiently.
• Upholds Payment Card Industry (PCI) security compliance and ensures adherence to university policies regarding cash handling, refunds, and deposits. Regularly reviews reports to confirm accuracy and financial integrity within ticketing transactions.
• Ensures the development and implementation of a high-quality training program for new and existing AudienceView users. Coordinates training efforts led by various Ticketing Services team members and ensures all ticketing staff and university partners are well-informed on ticketing policies, procedures, and best practices.
• Oversees financial reporting for various departments, including post-event settlements and monthly budget analysis. Monitors revenue and student labor expenses, making necessary adjustments to ensure the department operates within budget.

Requirements

• Ticketing experience
• AudienceView or other ticketing software experience
• Supervisory experience
• Extremely strong attention to detail
• Ability to work frequent nights and weekends
• Reliable transportation
• Ability to solve complex challenges with creative approaches
• Ability to work well with others
• Ability to lead and inspire others
• Ability to identify new solutions to advance the department
• A commitment to continuous growth and improvement