Manager, Audience Services Job Listing at DePaul University in Chicago, IL (Job ID 1577)

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.
  
   

What You'll Need:

• 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. 

Perks:

• 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!
• Full-Time Benefits

For consideration, please include a resume and cover letter.

Diversity and Inclusion Statement:
Guided by an ethic of Vincentian personalism and professionalism, DePaul compassionately upholds the dignity of all members of its diverse, multi-faith, and inclusive community. We seek to hire collaborative, open-minded, and dedicated professionals who are committed to advancing our university mission to making education accessible to all, with special attention to including underserved and underrepresented communities. Successful candidates thrive in an environment where ideas and perspectives representing a wide variety of cultures, backgrounds and experiences are welcome and supported.

Required Background Check:

Employment at DePaul University is contingent on passing a background check. Only final candidates who are extended an offer of employment will undergo a background check.

Mandated Reporting of Child Abuse & Neglect:

Upon accepting an offer of employment with the university, you will also be required to sign an Acknowledgement of Mandated Reporter Status at the time of hire. A mandated reporter is required to make a report to the Illinois DCFS Hotline whenever there is reasonable cause to believe that a child known to them in their professional or official capacity may be abused or neglected. For more information, please visit the following pages:

Illinois Department of Children & Family Services (DCFS)  
Illinois Abused and Neglected Child Reporting Act  

DePaul University is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, age, marital status, physical or mental disability, protected veteran status, genetic information or any other legally protected status, in accordance with applicable federal, state and local EEO laws.

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