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How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

UMS, an independent multi­disciplinary performing arts presenter with a long and deep affiliation with the University of Michigan, is located in the center of the Ann Arbor campus and offers 70+ performances each season in up to seven University and community venues. Since its founding in 1879, UMS has presented top-ranking international artists including orchestras, chamber music, solo recitals, jazz, world music, ballet, modern and culturally specific dance, opera, theater, choral groups, and special attractions.

UMS also develops and executes an extensive education program involving up to 150 events each season, commissions and presents new work, and hosts many artist residencies.  UMS employs a full-time staff of 32, has a 34-member Board of Directors, and engages approximately 700 volunteers who serve various capacities across the organization, including ushering, serving as UMS Ambassadors, and singing in the UMS Choral Union.

The mission of UMS is to inspire individuals and enrich communities by connecting audiences and artists in uncommon and engaging experiences.  For more on UMS, visit ums.org, umslobby.org, and umsrewind.org

Position Summary:

We are seeking an outgoing self-starter who thrives in a fast-paced work environment and enjoys meeting and collaborating with diverse groups of people. The successful candidate will coordinate and manage an usher corps of 400+ volunteers and paid usher supervisors for over 70 events per season while acting as a key UMS representative at these events, which occur in various venues around Ann Arbor and Southeast Michigan. It is expected that the person in this position will be an active participant in daily ticket office operations as well as production coordination and special event management. This position reports to the Associate Director of Patron Services but works closely with all other UMS departments. This position requires significant evening and weekend work, which will vary and could be up to 50% of weekly hours during the academic year depending on performance schedule.

Performance/Production Operations:

  • Oversee the representation of UMS at all UMS presentations, setting a high standard for providing excellence in customer service, problem-solving for ticketing issues, crowd management, adherence to ADA regulations, and professionalism for volunteer ushers, usher supervisors, and the Front-of-House Assistant.
  • Coordinate Front-of-House logistics for performances and special events. Duties include (but are not limited to) scheduling and managing volunteer ushers and paid head ushers in advance and on-site, staffing student interns, coordinating program book delivery and distribution, overseeing patron access to venues and seating, and coordinating and executing merchandise sales and settlement with artist management and outside vendors.
  • Act as point person for UMS Staff for associated in-venue events (such as receptions, lectures, and artist Q&As). Receive and schedule in-venue events, advise staff members on best practices, and ensure compliance with venue policies in execution.
  • Actively contribute to production reports as well as weekly inter-departmental production meetings, representing the patron experience.
  • Coordinate with other members of the Patron Services Team using established communication tools, to ensure smooth operations in the office and at venues.

Leadership/Supervision:

  • Devise and implement methods to train both new and returning volunteer ushers in areas including best customer service practices, the online scheduling program, and N-Scan access control and patron tracking system.
  • Train and supervise part-time student staff in merchandise sales and event setup/take-down.
  • Manage a part-time Front–of-House Assistant. Ensure that front-of-house performance operation is consistent by developing communication methods and by holding weekly meetings and ongoing training.

Customer Service:

  • Contribute to the successful operation and staffing of the ticket office by providing excellent customer service. This includes processing phone and mail orders, helping to train student staff, and processing subscriptions during regular ticket office hours.
  • With the Patron Services Office team, enforce relevant Front-of-House policies as determined by UMS and venue management.

Required Qualifications*

  • Outgoing, confident, driven personality who enjoys collaborating with a diverse group of people.
  • Leadership skills and experience to effectively train and motivate community volunteers.
  • Ability to work evenings and weekends.
  • Comfortable communicating with a variety of personality types to resolve issues. Can and will negotiate situations involving conflicting ideas or communication styles.
  • Commitment to excellent customer service, access and inclusion.
  • Professional experience in customer service, event management, and public relations.
  • Forward-thinking planner with the ability to manage multiple time- sensitive projects.
  • Easily adapts to use of new technology.

Desired Qualifications*

  • Professional experience working in the performing arts.
  • Experience with Tessitura software.
  • Knowledge of and interest in the performing arts.
  • Experience with Ann Arbor and University of Michigan communities.
  • Knowledge of ADA standards and regulations.

Additional Information

This Position Requires:

  • Traveling to various locations on and off the U-M campus.
  • Routinely move equipment and boxes weighing up to 25 pounds for various events.
  • The employee to be accessible on a mobile device.

Position includes full University of Michigan benefits.  Salary range: $34,000 - $40,000

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.