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Ticketing and Patron Experience Manager - Beautiful Northwest Montana is Calling!

Flathead Valley Community College

Details

Posted:

September 27, 2024

Location:

Kalispell, Montana

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Salary:

$48,000 to $60,000/yr DOE

Type:

Full-time - Experienced

Sector:

Performing Arts

Category:

Operations

Sector

Performing Arts

Flathead Valley Community College is an outstanding public community college located on a beautiful campus in Kalispell, Montana, with panoramic views of the northern Rocky Mountains and Glacier National Park. Our vision is to improve lives through learning, and the trustees, faculty and staff are dedicated to values that foster and preserve the spirit of our college and promote and support the well-being and economic development of the communities we serve.

JOB TITLE:
Ticketing and Patron Experience Manager

DEPARTMENT:
Paul D. Wachholz College Center

EMPLOYMENT TYPE:

Professional 7. $48,000 - $60,000 annually depending on education and experience, full-time, 12-month position, benefit-eligible.

Generous Benefits include:

Health/Vision, Dental, Life/ADD & Long-term Disability Insurance: Generous Employer contribution toward the cost of these benefit premiums
Vacation Leave: Earn up to 15 days per year
Sick Leave: Earn up to 12 days per year
Holiday Leave: 12 per year
Retirement: Participates in MT Public Employees Retirement System; AND Employer match up to 7% for 403(b)
Tuition Waiver: Employee plus up to two legal dependents
Public loan forgiveness

Note, the average value of our benefits is $25,000 in addition to salary!

FLSA:
Exempt

CLOSING DATE:
Open Until Filled

SUMMARY:
The Paul D. Wachholz College Center is located on the main campus of Flathead Valley Community College in Kalispell, Montana. As the premier performing arts facility serving western Montana, the Wachholz College Center (WCC) features a 50,000 square foot facility that includes a 1,014-seat performance and lecture hall (McClaren Hall), a multi-purpose event & activity complex with two basketball courts (Stinson Family Event Center), an outdoor amphitheater (O’Shaughnessy Outdoor Amphitheater), music education spaces such as the Swank Recital Hall located in the Stewart Family Performing Arts Wing, and a two-level lobby (Karas Reception Hall) with an art gallery (Wanda Hollensteiner Art Gallery).

The Wachholz College Center (WCC) serves the community and college as a premier venue for national touring acts and local/regional artists while also serving as the home of the Glacier Symphony Orchestra. For this reason, building and maintaining relationships with community members is essential. WCC annually hosts a variety of ticketed performances across all genres of music, theater, film, and dance while also hosting numerous private events and classes. WCC’s mission is to provide transformative experiences that connect the community through the arts and serve as a cultural resource for Flathead Valley Community College students and the region it serves.

ESSENTIAL DUTIES

Oversees ticket office operations, manages the computerized ticket system, builds new events, creates season packages; monitors holds, returns, and inventory; processes system upgrades and patches; works with staff to reserve artist holds and/or other seat holds or comps.
Manages the successful sale of tickets through all channels: in-person, web, telephone, and group sales. Manages will call, reprints and night-of-show sales for all ticketed events taking place at WCC.
Updates the WCC website and indoor marquees to ensure events are properly displayed. Manages other patron-facing messages and communications such as “Know Before You Go”, announce/on-sale e-blasts, etc.
Ensures patron satisfaction, is a welcoming face of the College Center for its patrons; provides solutions for complaints or disputes; coordinates with staff and company managers to resolve event issues; builds relationships with regular patrons, members, and donors.
Hires, trains, and supervises the front-facing patron services team in a fast-paced, event-based environment. Provides leadership, mentors, motivates and empowers staff to create environments that promote innovation; sets standards for excellent customer service with the WCC Director.
Coordinates ticket office activities with the master event calendar and schedules staff.
Leads in the development of a climate that promotes and supports innovative services to the College Center.
Maintains and continually monitors standard operating procedures, and establishes the flow of information to other departments.
Maintains and monitors all elements of financial accountability for ticket sales, subscriptions, and use by rental clients. Prepares and submits timely and accurate reports.
Coordinates with Event/Production managers to settle rental events and performance contracts
Oversees and maintains a clean and current patron database for use by marketing, programming and FVCC Foundation; generates reports on request
Recommends methods for continuous improvement to the Director of the College Center
Represents the college at community and college affairs, establishes effective relationships with community leaders as appropriate; acts as “Manager on Duty” for events, as needed
Creates and maintains a collaborative and collegial environment and maintains effective working relationships
Keeps abreast of the latest developments in relevant areas to help build strategic initiatives.
Cross trains to perform other departmental and team functions; backfills for staff as needed
Actively participates in the development of a climate that promotes and supports innovation and efforts to continuously improve services to students, faculty, and the College
Creates and maintains a collaborative and collegial environment with colleagues and maintains effective working relationships
Maintains professional ethics and confidentiality of students in accordance with applicable laws and policies
Advances the mission of FVCC by serving on or convening committees and contributing in the community in college-related activities
Performs other duties as assigned
Reports to the Director of the Wachholz College Center

MINIMUM QUALIFICATIONS

Bachelor’s degree in related field and a minimum of one year of professional and supervisory experience in a performing arts ticket office; OR,
Associate’s degree in related field and a minimum of three years of professional and supervisory experience in a performing arts ticket office; OR,
A combination of five years of higher education and professional and supervisory experience in a performing arts ticket office

PREFERRED QUALIFICATIONS

Hands-on experience with ticketing, CRM and website CMS platform systems
Experience with AudienceView Unlimited
Experience in a public, non-profit, or higher education campus performing arts center and an understanding of how all of the elements of live events fit together

KNOWLEDGE, SKILLS, AND ABILITIES

Ability to manage the complexities of computerized ticketing systems
Demonstrable evidence of strong customer service experience; the ability to think quickly and solve problems to ensure the comfort and safety of patrons; skill in conflict resolution
People skills; a talent for diplomacy; a friendly approach that can be efficient and firm
Must be highly organized and detail oriented; able to work independently and exercise leadership that is both strong and considerate. Ability to build strong relationships
Enthusiasm for the performing arts and artists and the ability to communicate that to patrons
Willingness and ability to work a flexible schedule, including nights and weekends, as required by the event schedule
Ability to build working relationships and meaningfully collaborate with internal and external contacts.
Ability to envision new and expanded possibilities, analyze data, identify connections, and formulate new or innovative approaches and insights
Outstanding and effective communication skills, ability to build relationships and networks with key stakeholders to further the mission of the organization
Ability to astutely manage financial budget
Ability to prioritize tasks and balance timelines to reach the desired outcomes. Adaptable, demonstrates initiative, and at ease with changing situations and shifts in the workday
Ability to work independently and take projects from conception to completion
Strong knowledge of standard office software including Excel, Word, PowerPoint, and Google tools
Ability and willingness to serve as a representative for the College by interacting appropriately with the community
Ability to work within policies and procedures of FVCC
Ability to maintain effective and positive professional relationships
Ability to issue and follow directions
Ability to maintain strict confidentiality
Ability to work effectively with people from a variety of culturally diverse backgrounds
Ability to maintain regular and acceptable attendance levels
Ability to successfully pass a criminal background check
Ability to respond in the event of an emergency
This is a Medium Duty job, according to the Selected Characteristics of Occupations Defined in the Revised Dictionary of Occupational Titles, U.S. Department of Labor and Industry. Medium Duty involves exertion of 20-50 pounds of force occasionally, and/or 10-25 pounds frequently, and/or up to 10 pounds continuously to move objects.

APPLICATION PROCEDURE:
To be considered for this position, applicants must apply online at https://www.fvcc.edu/about/careers-at-fvcc; paper submission of applications or resume materials are not accepted for open positions. FVCC does not retain application materials for future consideration.

Additionally, applicants are required to submit the following documents by uploading them to the online application (NOTE: FVCC's applicant tracking system will time-out after 45 minutes of inactivity. Please have your documents ready to upload before you click the Apply button.) :

Letter of application indicating how you meet the minimum qualifications and detail your work experience as it relates to the position's Knowledge, Skills and Abilities; AND
A current, comprehensive resume or curriculum vitae; AND,
Unofficial transcripts for all degrees held AND/OR Professional Certifications (if more than one transcript or certification, combine and upload as one document). As a condition of employment, the successful candidate will submit official transcripts for all d degrees held and applicable certifications to FVCC HR prior hire. Only transcripts from accredited institutions will be accepted.), AND
Three professional references, with complete contact information, must be provided on the application form. Professional references must be individuals most familiar with applicant's work experience, skills, work behaviors, and supervisory experience. Do not list family and friends for professional references.

EMPLOYMENT VERIFICATIONS, REFERENCE CHECKS AND CRIMINAL BACKGROUND CHECKS: Prior to any offers of employment, FVCC conducts thorough employment verifications and reference checks and may contact organizations and individuals not listed on an applicant's application or resume. Additionally, FVCC conducts post-offer criminal background checks.

EQUAL EMPLOYMENT OPPORTUNITY AND AFFIRMATIVE ACTION:  FVCC is an equal opportunity employer and affirmative action organization. It is FVCC's policy that all individuals are entitled to equal employment opportunities regardless of race, color, religion, creed, political ideas, sex, gender identity, sexual orientation, age, marital status, veteran’s status, service in the uniformed services as defined by state and federal law, physical or mental disability, national origin or ancestry except as authorized by law. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs, as required by federal and state laws.

FVCC BOARD POLICY:  The FVCC Board Policy Manual is available to review at https://www.fvcc.edu/about/board-administration/board-of-trustees/board-policies

REASONABLE ACCOMMODATIONS FOR PERSONS WITH DISABILITIES:  FVCC provides reasonable accommodations upon request to qualified individuals with disabilities during all phases of employment including the application and selection process. No applicant will be penalized as a result of such a request.

VETERANS' PREFERENCE ACT:  Preference applies in hiring and provides a uniform method by which special consideration is given to qualified Veterans. Veterans’ Preference laws do not, however, guarantee Veterans a job, nor do they give Veterans’ preference in internal actions such as promotion, transfer, reassignment, and reinstatement. I understand that applying for a preference is voluntary and that all information related to a preference is confidential and used only during the hiring process; the information will be maintained in a separate confidential file. To claim Veterans' Preference, you must complete the Veterans' Preference Form (form is available at:  https://www.opm.gov/forms/pdf_fill/SF15.pdf) and email it along with document(s) that verify your eligibility for employment preference to Jobs@fvcc.edu. Claims for Veterans' preference must be received by Human Resources prior to position closing date.

WINDFALL ELIMINATION PROVISION:  Based on the Windfall Elimination Provision, I understand my employment may not be covered by Social Security. To learn more about the Windfall Elimination Provision click https://www.ssa.gov/pubs/EN-05-10045.pdf.

AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.

EEO/AA

NOTES:

Additional Salary Information: Generous Benefits - The average value of FVCC's benefits is $25,000 in addition to salary! * Health/Vision, Dental, Life/ADD & Long-term Disability Insurance: Generous Employer contribution toward the cost of these benefit premiums * Vacation Leave: Earn up to 15 days per year * Sick Leave: Earn up to 12 days per year * Holiday Leave: 12 per year * Retirement: Participates in MT Public Employees Retirement System; AND Employer match up to 7% for 403(b) * Tuition Waiver: Employee plus up to two legal dependents * Public loan forgiveness.

Internal Number: 1065

About Flathead Valley Community College

The Paul D. Wachholz College Center, scheduled to open in fall 2022, is located on the main campus of Flathead Valley Community College in Kalispell, Montana. As the premier performing arts facility serving western Montana, the College Center features a 50,000 square foot facility to include a large performance and lecture hall, a multi-purpose activity complex with two basketball courts, an outdoor amphitheater, and a reception hall with an exhibition gallery. The College Center will be the largest venue in the Flathead Valley and will serve as a primary venue for large and small-scale acts for the entire area. It will serve as a community and college resource, and it will also serve as the home for the Glacier Symphony. For this reason, building and maintaining relationships with community members is essential. It will host a variety of performances in all genres of music, theater, film, and dance. The College Center's mission is to provide transformative experiences that connect the community through the arts and serve as a cultural resource for Flathead Valley Community College students and the region it serves. The College Center is seeking skilled professionals to joi...n our growing team prior to opening. Please bookmark our job opportunities site at www.fvcc.edu/jobs and watch for other College Center jobs!

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Ticketing and Patron Experience Manager - Beautiful Northwest Montana is Calling!

Flathead Valley Community College

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