Department: Marketing

Reports To: Director, Ticket Sales & Service

Exempt – Full Time

Position Summary:

The Associate Director of Ticket Sales and Service reports to the Director of Ticket Sales & Service and has overarching responsibility for the Box Office and Customer Service functions that service all customer segments of the New Jersey Performing Arts Center. Working with the Director and Senior Director of Ticket Sales & Service, the Associate Director will implement the sales and service strategy for multiple channels and is responsible for operationalizing those strategies with a superlative level of customer service.

Essential Duties and Responsibilities:

Management

• Manages the day-to-day activities of the Box Office
• Manages all aspects of performance operations of box office, daily drawer reports and prepares checks and cash for deposits
• Reconciliation of daily cash and checks for bi-weekly cash pickup.
• Monitors Box office cash advance/ request cash payment for the Artist at the request of Finance and Programming.
• Manages the ticket needs per department. Maintains record (electronic and /or paper) for these requests.
• Manages the refund process to ensure accurate and timely processing of refunds, exchanges, check requests and on account credit
• Manages said process implementation and ad hoc projects to ensure exemplary customer service
• Manage the timely completion of all box office activities such as order processing, customer call backs, and charge back reconciliation and maintain tracking records for these.
• Management of all equipment including scanners etc.
• Works with House management to complete tier closures and guest seating relocation communication at the request of the programming
• Inform Management staff of performance cancellations/date changes and implement best practices to inform guest in a timely manner

Policy Compliance

• Establish the mechanisms and operational structure that ensures the Box Office functions in complete compliance with all fiduciary and legal requirements.
• Fiduciary responsibilities include oversight of all accounting for daily receipts, deposits and cash handling.
• Maintain current and archive files to accommodate audit requirements.
• Provide accurate box office reports and supporting documentation to facilitate show settlements.
• Ensure controls are developed and followed within ticket services operations.
• Duties also include ensuring website customer service and selling policies and procedures are aligned with NJPAC policies.

Staffing

• Establish staffing plans to meet customer demand of the Box Office.
• Establish and maintain a managerial/administrative staff to ensure the efficient operation of the department.
• Ensure implementation and management of NJPAC Personnel policies and procedures.
• Implement a structured development plan for all supervisory personnel.
• Manage the payroll for part time and casual box office staff to ensure budget compliance

Budgeting and Reporting

• Track and report on achievement of budget goals.
• Oversee creation of reporting process to collect and report supplier performance.
• Report on night and weekend issues that may need resolution from ticketmaster

Order Processing

• Maintain and constantly improve the processes associated with ticket order fulfillment internally
• Ensure the timely and accurate processing of all customer ticket orders.

Mail Fulfillment

• Ensure accurate and timely processing of customer tickets via mail at box office.
• Ensure accurate and timely processing of special mass mailings for various NJPAC departments

Process

• Document methods and procedures for each functional area that supports sales and customer service
• Develop and document key process steps with major outputs and interface requirements

Qualifications and Special Requirements:

• Bachelor’s Degree in Business, Communications, Marketing or related course work, or equivalent work experience.
• 5+ years of management/supervisory and cash management experience.
• Box office and call center background is a plus.
• Outstanding leadership and customer service skills.
• Proficient in windows environment; word, excel, access.
• Must be available to work evenings, weekends and holidays if conditions require it.

Send resume and cover letter via email to jobopportunities@njpac.org, with a subject line of “Associate Director, Box Office”. If your application meets our needs, we’ll reach out to continue the process. Thanks for your interest! We look forward to hearing from you.

NJPAC requires all employees to be fully vaccinated (including booster vaccination) for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently defines “fully vaccinated” as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. Proof of vaccination is required prior to the applicant’s first day of work.

NJPAC is an Equal Opportunity Employer