Manager, Audience Services - Military Veterans

DePaul University

Manager, Audience Services Lincoln Park Campus (On-site) Job Description

The Highlights:

Responsibilities include ensuring accurate financial practices for all box office procedures, managing staff and student employees, ticketing system maintenance, overseeing audience-facing accessibility services, and maintaining a seamless and polished presentation for all communication materials. this role integrates financial diligence, personnel supervision, and accessibility advocacy to create an enjoyable, safe, and inclusive atmosphere for audiences.

What You'll Do:

• Box Office and People Management
  Box Office Management:
  Manages the Box Office during weekday hours, Tuesday through Friday 1:00 p.m. to 4 p.m.
  Responsible for scheduling and managing Box Office Managers for night and weekend coverage for performances and rentals.
  Oversees weekday will-call at Merle Reskin Theatre Box Office or The Theatre School building Box Office in Lincoln Park.
  Builds and maintains all Main Stage, Elevated Studio Productions, Studio productions, and other events as requested in the ticketing system, Spektrix. Maintains these performances in Spektrix ensuring accuracy of performance dates, ticket prices, and other important production information.
  Supervision and Training:
  Supervises and manages 2-3 staff house managers, 2 staff box office managers, 6-10 student box office ticket agents, one student graphic designer, all audience service crew ushers, and 2 student house managers as assigned.
  Creates and implements customer service policy in coordination with the Director of Marketing and Public Relations.
  Meetings and Coordination:
  Creates a schedule for and convenes meetings of all audience services and front-of-house staff.
  Organizes and implements meetings as needed with production staff to ensure clear and open lines of communication.
• Accessibility Services
  Serves as the Access Coordinator for all theatre spaces and provides accommodation for patrons with disabilities.
  Coordinates touch tours with assistance from stage management, props, and costume departments.
  Assists with the curation of adjustments of cues for Sensory Friendly Performances.
• Programs
  Orchestrates the schedule of due dates for comprehensive Program timeline.
  Designs and formulates intake forms for biographies, ensuring a seamless and organized process.
  Compiles a comprehensive list of production team members, for the title page and production staff page.
  Facilitates timely reminders to the company, meticulously ensuring adherence to deadlines for program submissions.
• Financial Reporting and Analysis
  Responsible for best accounting practices for ticket sales and reconciliation in coordination with the Business Manager. Ensures PCI compliance with all credit card transactions. Generates and synthesizes daily box office reconciliation reports. Maintain well balanced cash banks for box office customer interactions. Prepares Monthly Credit Card reconciliation reports in conjunction with the School of Music.
• Makes decisions related to audience and front-of-house for all Theatre School productions.
• Directly oversees 2-3 staff house managers, 2 box office managers, and 6-10 student box office employees, one student graphic designer, and all student usher teams.
• Spends a minimum of 16 hours a week directly overseeing employees during open hours, plus time admin time.
• Oversees an overall operating budget of $17,000- which includes external copying, professional accessibility services, box office supplies, playbills, and local travel.
• Oversees a student worker budget of $29,000.

• Management experience and supervisory skills required. Strong communication, writing, and editing skills also required. Strong customer service skills. Budget management experience and knowledge of computerized ticketing systems preferred.
• Knowledge of current theatre trends and front of house policies and practices is required.
• Committed disability advocate is preferred in this role. Knowledge of American Sign Language a plus, and/or willingness to take ASL classes.
• Bachelors degree strongly preferred
• CPR Certification is preferred
• Financial Acumen: Demonstrated understanding of accounting principles, financial reporting, and proficiency in maintaining accurate financial records related to ticket sales, credit card transactions, and reconciliation processes.
• Supervision and Leadership: Strong leadership skills to effectively manage and supervise a diverse team, including house managers, box office managers, ticket agents, graphic designers, and ushers. Ability to hire, train, and coordinate front-of-house staff and students.
• Communication and Coordination: Excellent communication skills for convening meetings, organizing and implementing clear communication strategies with production staff, and coordinating with various stakeholders, including financial services, public safety, and marketing.
• Box Office Management: Skills in scheduling, overseeing daily box office operations, and managing ticketing systems (Spektrix). Ability to maintain performance accuracy, update show information, and create signage for productions.
• This position requires occasional nights and weekends, depending on performance schedule.

• Working for a stable and well-known University that values diversity and inclusion.
• Top choice medical, dental, and vision benefits.
• Retirement plan matching contribution of 10%.
• Tuition waivers for employees and dependents.
• Generous paid time off, sick time, holidays, floating holidays, and more!