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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

Design and facilitate special ticket arrangements, outreach, and promotions targeted to different types of groups and community and university partners and provide ticketing support throughout the sales process.  Oversees group order fulfillment for subsidiary organizations for which UMS is the contracted ticket seller.  Assists in the coordination of operations for a multi-faceted ticket office, including reconciling daily office receipts, supervising front-line staff, and working at performances as a representative of the Patron Services office.

(70%) Group order prospecting and fulfillment and community engagement support

  • Work with the UMS Education department and the UMS development department to facilitate ticketing sales that arise with their contacts and provide follow through with those departments to strengthen existing and new relationships
  • Coordinate with the Marketing department and Education and Community Engagement department on ticketing for community engagement efforts and assist in maintaining key relationships
  • Build and manage all group-related promotion codes
  • Identify potential groups and contribute to sales and attendance by reaching out to community organizations or individuals with a known or potential interest in UMS events
  • Collaborate with the UMS Campus Engagement Specialist to effectively manage ticket programs for university courses, including communication with professors and students, coordinating payments and ticket distribution, and keeping UMS Patron Services staff informed of class ticketing that they may be involved with.
  • Maintain a system of tracking the group sales from initial contact through invoicing, payment processing, ticket delivery and attendance
  • Process inter-university payments across departments and coordinate with UMS Finance
  • Assist in the development of sales literature and emails to support targeted sales efforts; coordinate mailings and email campaigns to current and prospective clients for large ticket sales and/or special promotions to their communities/networks
  • Utilize office technologies, including Tessitura software, to streamline ordering processes for groups
  • Ensure fulfillment of inbound group ticket sales requests for the School of Music, Theater, and Dance (SMTD), the Ann Arbor Summer Festival and any other outside organizations for which UMS is the contracted ticket seller
  • Communicate group ticket promotions and groups information to rest of Patron Services team

(30%) Patron services office leadership/supervision

  • Assist in the enforcement of Ticket Office departmental policies and procedures as it pertains to order processing, IT/financial security, customer service initiatives, and internal office guidelines
  • Contribute to the day-to-day management of the Patron Services Office by helping supervise, train and delegate tasks to student staff, assist front line staff in ticket sales and solve problems at the window or by phone
  • Help ensure opening and closing procedures are completed and periodically perform End of Day reporting duties
  • Occasionally serve as night-of Ticket Office lead

Required Qualifications*

  • Experience in performing arts marketing, box office sales, customer service or ticket administration and group sales preferred
  • Outgoing, confident, driven personality that enjoys connecting with new people
  • Problem-solver who can listen to a customer’s needs and find a solution
  • Outstanding communications and interpersonal skills on the phone, over email and in person
  • Commitment to excellent customer service; ability to troubleshoot software or customer service issues
  • Flexible schedule with the ability to work evenings and weekends
  • Organized and motivated to take initiative and work independently
  • Demonstrated organizational ability under pressure
  • Excellent computer skills including Microsoft suite of products and Google Drive, must be comfortable learning new software
  • Requires accessibility on a mobile device
  • Experience with Tessitura software, Trello, Slack or Asana preferred
  • Knowledge and interest in performing arts and the Ann Arbor and University of Michigan arts communities helpful

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

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