Ticketing Services Assistant Manager

This position assists in managing The Granada Theatre’s Ticketing Services operations and staff, including the Ticketing Services Associates. The TSAM will guide The Granada Theatre’s ticketing operations; interface with resident company partners; supervision of Ticketing Services leads and associates; and provide best-in-class services for patrons of The Granada Theatre, including its Resident Company partners, and its partners in Santa Barbara’s Historic Theatre District. This position will also lead the subscription,  group sales, and Community Access Ticketing (CAT) programs.

 Reports to: Ticketing Services Manager

Pay: $25.00-30.00 per hour

Location: Santa Barbara, Ca

Status: Full-Time, Weekends & Evening, Nonexempt                                                                                                          

Principle Responsibilities:

• Support Ticketing Services Strategy: Collaborate with the Ticketing Services Manager to improve customer experience, analyze sales, track performance, and cross-train for role coverage.
• Oversee Daily Ticketing Operations: Manage all activities related to ticket sales at The Granada Theatre and supervise leads and associates to ensure smooth operation.
• Coordinate Sales Events and Promotions: Align with the Ticketing Services Manager on timelines for presales, promotions, and ensure sound financial practices in reporting and settlements.
• Maintain Customer Service Standards: Address customer service issues and foster a courteous, sales-focused environment in the Ticket Office.
• Manage Tessitura System Operations: Use Tessitura for ticket creation, pricing, invoicing, and accurate financial reporting in partnership with the finance team.
• Interface with Resident Partners: Support ticketing for events by resident companies and rental clients, ensuring accuracy in ticket setup and communication.
• Monitor Consignment and Tenant Sales: Handle consignment ticket tracking and sales coordination for outside partners like UCSB and Music Academy of the West.
• Lead Specialized Ticketing Programs: Oversee subscription, group, and Community Access Ticketing programs, ensuring high service standards for donors and special groups.
• Collaborate with Development & Marketing Teams: Partner with departments to enhance donor experiences and help plan new ticketing service initiatives.
• Supervise and Train Staff: Onboard and train all ticketing associates, enforce policies, and help maintain up-to-date service manuals and procedures.

Education

• Associate’s or Bachelor’s degree from an accredited institution of higher education preferred but not required

Skills/Knowledge:

• Must have a demonstrated understanding of, and dedication to, the delivery of outstanding customer service, both external and internal.
• Must have a highly developed and demonstrable sense of discretion with respect to confidential and private information appropriate to a non-profit organization.
• Must have a keen eye for detail.
• Must be friendly and able to communicate in a personable and mutually respectful fashion as well as effectively build productive relationships with all internal and external constituencies, especially resident companies.
• Must be technologically fluent on Windows-based computer systems and be able to effectively use Microsoft Office programs including Word, Excel and Outlook.
• Must be able to utilize ticketing/CRM software.

Working Conditions:

• The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
• While performing the duties of this job, the employee must have the ability to see, sit and twist, bend, stand, walk, climb stairs, push, pull, speak in English, use a telephone, computer, copier and other office equipment, and lift up to 30 lbs. The position requires the ability to communicate clearly and perform in complex and often stressful situations. The employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to talk and hear. Some or all of the essential functions must occasionally or frequently be performed for extended periods of time.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Must be able to work comfortably at a computer for lengthy periods of time, taking regular breaks to stretch.
• Must be able to sit 3-5 hours at a time in the ticket office setting.
• Must be able to stand for long periods of time (1-3 hours minimum) during the duration of a will–call for a performance or event.
• Must be able to hear on the telephone or in person with average background noise of other Associates’ voices.
• Must be able to work a wide variety of hours related to scheduled performances and events, including evenings, weekends and holidays, in addition to weekday shifts.
• Punctuality and regular attendance are expected.

Benefits & Compensation:

• This is a full-time, nonexempt position. The pay range is $25.00-30.00 per hour depending on skills and experience. The Granada Theatre provides sick time, holidays, PTO, 403(B) match, and EAP benefits