Manager of Ticketing Operations and Patron Services

Position Number: 40033103

Payroll Title: Financial Analyst 3

Job Code: 007709

Job Open Date: January 28, 2025

Application Review Begins: February 12, 2025; open until filled

Department Code (Name): ALEC (ARTS AND LECTURES OFFICE)

Percentage of Time: 100%

Union Code (Name): 99 (Non-Represented)

Employee Class (Appointment Type): Staff (Career)

FLSA Status: Exempt

Classified Indicator Description (Personnel Program): PSS

Salary Grade: Grade 22

Pay Rate/Range: The budgeted salary range that the University reasonably expects to pay for this position is $77,000 to $108,100/year. Salary offers are determined based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable, and consistent pay practices at the University. The full salary range for this position is $77,000 to $139,200/year.

Work Location:110 Castilian Drive, Suite 100

Working Days and Hours: M-F 8am-5pm; some evening and weekends required

Benefits Eligibility: Full Benefits

Type of Remote or Hybrid Work Arrangement, if applicable: N/A

Special Instructions:

For full consideration, please include a resume and a cover letter as part of your application.

Department Marketing Statement:

Arts and Lectures (A&L) is a large, robust, complex, primarily self-supporting, non-academic unit that supports the academic mission of the university. A&L is the largest presenting organization between Los Angeles and San Francisco, and is one of the most visible, public-facing departments at UCSB. Through more than 150 events annually, A&L partners with faculty and academic departments, community organizations and leaders, university administrators, philanthropists and funders to create opportunities that integrate with and complement university curricula and create community connections.

Benefits of Belonging:

Working at UC means being part of this vibrant institution that shines a light on what is possible. People make UC great, and UC recognizes your contributions by making this a great place to work. Excellent retirement and health are just one of the rewards. Learn more about the benefits of working at UC

Brief Summary of Job Duties:

Under the direction of the Marketing Manager, the Manager of Ticketing Operations and Patron Services is responsible for the financial, administrative and customer service operations of the Arts & Lectures Ticket Office and overall organizational patron service standards. Responsibilities include management of A&L's income accounts, including cash handling of $3M annually. Applying expert knowledge of the Tessitura Enterprise Software Application and using independent judgment, prepares and analyzes financial reports, monitors and analyzes all income processed by the Ticket Office. Advises department leadership on processes to ensure department needs align with Ticket Office business practices and appropriate compliance measures. Collaborates closely with the CFO/COO and Senior Business Systems Analyst to ensure expert fraud management and credit card compliance/Payment Card Industry Data Security Standards (PCI DSS). Regularly reviews and analyzes policies and business processes to protect financial data and operations at all times. Manages A&L's proprietary CRM Tessitura, and identifies, implements, troubleshoots, and maintains software specifications in support of ticketing operations and service standards. Develops an integrated vision for the A&L Ticket Office and its public-facing units, working across functional teams to implement systems, communications and services to support A&L's strategic goals and ensure a cohesive customer service experience from point of sale to the events. Supervises professional and student Ticket Office staff and acts as the department expert on patron experience enhancement and continuous improvement initiatives with a focus on patron relations that support earned and contributed revenue goals including support of Development's Circle of Friends membership prospects and pipeline.

Required Qualifications:

• Bachelor's degree in related area and/or equivalent experience and training.
• 4-6 years' experience in using spreadsheet and database software for financial analysis and financial reports.
• Minimum of 3 years of professional experience in ticket office operations.
• Minimum of 3 years of management experience.
• Proven track record providing and setting exceptional customer service standards.
• Extensive professional experience with ticketing platforms and CRM systems (Tessitura preferred).
• Excellent interpersonal and communication skills.
• Excellent analytical skills including financial analysis and reconciliations.
• Extensive professional experience cultivating relationships with donors and patrons.
• Ability to work under multiple deadlines and handle competing priorities adeptly.
• Ability to work independently, initiate, coordinate and complete projects.
• Highly-developed organizational and information management skills.
• Strong professional ethics, discretion and judgment.
• Ability to work nights and weekends in support of ticketing at Arts & Lectures events.

Preferred Qualifications:

• 4 to 6 years of related experience.
• 1 to 3 years' experience preparing financial projections and reports.
• 4 to 6 years' experience in finance, operations management, strategic planning and building strong relationships.
• 4 to 6 years Customer Service experience.
• 1 to 3 years Customer Relationship Management (CRM) experience.
• Understanding of ADA accessibility law and standards as they relate to ticketing and public events.
• Up-to-date knowledge of PCI Data Security Standards compliance and regulations.
• Experience managing full-time career staff as well as part-time student employees.

Special Conditions of Employment:

• Satisfactory conviction history background check
• UCSB is a Tobacco-Free environment

Misconduct Disclosure Requirement:

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegation or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy
UC Anti-Discrimination Policy
Abusive Conduct in the Workplace

Job Functions and Percentages of Time:

• 35% Business Operations & Supervision of Personnel - Responsible for managing all business processes and operations for the approximately $3M in cash flow through the Arts & Lectures Ticket Office. Interfaces with department managers to represent Ticket Office processes and ensure department needs align with Ticket Office business practices and appropriate compliance measures. Advises the Executive Director, Associate Director, CFO/COO, and the Marketing, Development, and Performing Arts managers on appropriate ticketing actions and policies that have a significant impact on strategies implemented by management. Must be in constant communication with managers in order to analyze viability of ticketing and sales tactics, provide oversight for inventory management, and convey necessary policy and operations considerations, recommending appropriate action plans. Is responsible for the management of single ticket, subscription, complimentary, and group sale ticket processes that leverage Tessitura's functionality and maximize sales, establishing sales processes carried out by the Assistant Ticket Office Manager and Cashiers. Responsible for establishing financial and operational policies and procedures to be implemented by the Assistant Ticket Office Manager including ticket exchange, refund, discount, group, and complimentary ticketing, and hold management. Establishes criteria for sales materials (tickets, cash banks, forms, etc.) for ticket sales at all venues. By delegation and direct involvement, guides and oversees the work of the Ticket Office. Sets standards for student employee training policies and guidelines carried out by the Ticket Office Manager, including specialized functions for the ticket office such as proper cash handling procedures and database Quality Assurance. Works with the Assistant Ticket Office Manager to resolve student employee personnel issues and determines appropriate corrective actions. Provides payroll and financial oversight for student employee hours tracked and monitored by the Assistant Ticket Office Manager. Fosters a positive, service-oriented work environment and promotes teamwork within the department. Represents the organization with a high degree of autonomy as evening (night-of-show) ticket and patron services manager for high-profile events, managing an on-site team, and responding to special patron needs as they arise, often under time constraints and applying independent analysis and judgment to special and individual circumstances. Oversees the Assistant Ticket Office Manager's coordination of a large student staff for evening and weekend events, delegating responsibility to personnel where appropriate.

• 30% Administration & Fiscal Management - Manages cash handling and monitoring of more than $3M annually for Arts & Lectures' income accounts. Using independent judgment, analyzes all income processed by the Ticket Office and prepares and analyzes a wide variety of financial reports. Provides appropriate financial data to support complex fiscal closing procedures related to ticket income, including income carry-forward of pre-season ticket and subscription sales. Responsible for the daily analysis and reconciliation of complex ticket sales and financial transactions performed by the Assistant Ticket Office Manager and Ticket Office Cashiers, accounting for and correcting errors and omissions. Utilizing expert knowledge of Tessitura, tracks income recorded and processed by the Assistant Ticket Office Manager and cashiers and reconciles to departmental databases. Performs ticket income analysis that is essential to budget planning and reporting. Prepares critical quarterly and annual financial reports for the leadership team and Executive Director. Provides a high degree of financial oversight for income funds, balancing sales, complimentary, reception, and donor special event tickets as needed for the Executive Director, the A&L leadership team, and event managers. Monitors and analyzes income and sales patterns. Ensures separation of duties, reconciles and audits comprehensive performance statement reports prepared by the Assistant Ticket Office Manager, guaranteeing a high degree of accuracy in financial reporting. Develops and maintains the credit card processing shadow system and reconciles the ticketing income system against credit card deposits. Through research and analysis, resolves credit card processing disputes and makes recommendations regarding chargebacks from the bank. In accordance with compliance with cashiering policies, prepares, analyzes, and reconciles complex night-of-show close-outs and sales, and daily deposits. Applies specialized expertise to oversee the accuracy of Tessitura-extracted data in the preparation of financial reconciliation of credit card gifts processed by the Development Coordinator, ensuring proper reporting and documentation is provided to the Sr. Director of Development and the CFO/COO. Provides financial oversight for credit card sales and donations processed through the web. Analyzes and reconciles complex Merchant Card Processing Statements to resolve any discrepancies in merchant card transactions. Interprets and applies financial and contractual criteria to complex ticket settlement reports from other venues and authorizes ticketing expenses for payment. In preparation for final audit by the CFO/COO and Executive Director, reconciles venue settlement statements against ticket sales to determine accuracy of ticketing financial data, correcting errors when necessary. Identifies hardware and software requirements for sales, cash handling, and income processing and recommends upgrades and changes for improved functionality and to meet policy standards.

• 25% Customer Service Management and Patron Stewardship - Acts as the primary customer service specialist for Arts & Lectures, serving as the primary liaison between the organization and the general public, building relationships and effectively communicating the benefits of subscription purchases, membership and group sales opportunities. Actively promotes and cultivates pathways to membership, encouraging ticket buyers and visitors to become donor members and supporters of the organization, stewarding patron and donor loyalty alike and connecting potential donors, where appropriate, to the Membership and Development Directors. Provides exceptional service to high-value ticket holders and donor-members, offering white glove concierge-level service to ensure an elevated, seamless and personalized experience. Works closely with internal teams to ensure VIP guests' needs are met. Works directly with the Associate Director and the Marketing team to develop consistent standards for messaging. Acts as the primary patron liaison to build a positive customer experience, and resolves customer service issues using a high level of judgment and analysis while applying departmental guidelines and procedures. Responsible for responding to and resolving escalated and/or complex customer interactions to ensure excellent public relations are maintained with A&L patrons at all times. Develops, implements, and enforces customer service policies, procedures, and standards to be carried out by the Ticket Office Manager, Cashiers, Front-of-House, and all staff tha interface with patrons. Acts as the department expert on excellent customer service standards. Ensures that all customer interactions, from tone of voice to problem resolution, reflect the core values and image projected by the A&L brand to create a consistent and positive customer experience that reinforces the institution's identity and builds loyalty. Monitors and analyzes feedback from external and internal stakeholders to address recurring issues and improve service offerings.

• 5% Policy Compliance & Enforcement - Collaborates closely with the CFO/COO and Senior Business Systems Analyst, the department's primary resources, to implement expert fraud management and credit card compliance/Payment Card Industry Data Security Standards (PCI DSS),. Regularly reviews and analyzes policies and business processes to protect financial data and operations at all times and ensure compliance standards are met and adhered to. Takes a leadership role in large-scale collaborative compliance projects between A&L, Business & Financial Services, and Information Technology Services (ITS). Utilizing specialized knowledge and analysis of business and financial operations and processes, works with the Senior Business Systems Analyst to complete the Self-Assessment Questionnaire (SAQ) for three department merchants (Retail, Web, and Hypercom) as required by Bank Merchant Services, determining and documenting compliance in protecting personal, confidential, and financial data. Acts as liaison with Bank of America's Merchant Services and works independently with department and university campus administrators for credit card compliance and processing chargebacks. Independently implements and enforces security procedures to maintain optimal security levels to safeguard Ticket Office financial data, operations, and personnel at all times. Establishes and enforces appropriate access thresholds for access to all software applications. Interprets and implements complex policies as they apply to Federal regulations for ADA ticketing requirements and State regulations for 700 filer reporting of complimentary ticketing. Works with campus administrators to ensure compliance. Analyzes and reviews procedures to ensure database security and the security of patron information in all matters related to ticketing.

• 5% Database Management - Manages Arts & Lectures proprietary computerized ticketing system utilizing Tessitura software. Serves as technical liaison and Ticket Office specialist for Arts & Lectures between Information technology Services (ITS), the Tessitura Network, and other related vendors. Identifies, implements, troubleshoots, and maintains software specifications in support of ticketing operations. Manages the constituent database using Tessitura software and develops and enforces best practices and a high level of accuracy of patron records in the database. Manipulates current and archival data for use in analyzing historical financial performance. Assists with the customization of departmental web pages and content as it relates to ticketing. Drawing on considerable stored knowledge, utilizes numerous technical resources and training techniques to ensure accuracy and resolve data problems.

UC Vaccination Programs Policy:

As a condition of employment, you will be required to comply with the University of California Policy on Vaccinations Programs.
As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals* must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.). Federal, state, or local public health directives may impose additional requirements.

For more information, please visit:

* UC Santa Barbara COVID-19 Information - https://www.ucsb.edu/COVID-19-information
* University of California Policy on Vaccinations - https://policy.ucop.edu/doc/5000695/VaccinationProgramsPolicy

*Covered Individuals: A Covered Individual includes anyone designated as Personnel or Students under this Policy who physically access a University Facility or Program in connection with their employment, appointment, or education/training. A person accessing a Healthcare Location as a patient, or an art, athletics, entertainment, or other publicly accessible venue at a Location as a member of the public, is not a Covered Individual.

Equal Opportunity/Affirmative Action Statement:

UC Santa Barbara is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.
For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20.
For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.

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