Department: Ticket Philadelphia Reports to: Director of Patron Services Status: Exempt
Summary: The Training Manager is responsible for planning, organizing, and executing the Ticket Philadelphia training and development programs. This position will ensure that Ticket Philadelphia staff delivers the highest level of service. The Training Manager is a member of the Ticket Philadelphia Management Team and manages the Quality Assurance Team.
Promote an environment of self-motivated people who enjoy coming to work and are dedicated to service excellence
Manage all facets of Ticket Philadelphia new hire training, including specifically - computer skills, phone system, product knowledge, guidelines and procedures and Ticket Philadelphia Standards of Excellence
Work with Director of Patron Services to design career development for each position in the Patron Services Department
Meet with staff for monthly coaching sessions in order to provide feedback on job performance and offer strategies for meeting service levels or enhance existing skills
Provide ongoing training as needed including seasonal subscription training and training on new products, policies, and technology
Provide direction for the Ticket Philadelphia QA Team, including reviewing measurement tools to gauge effectiveness of training methods, and materials
Work with the QA Analysts daily on consistency of scoring
Serve on the Patron Service recruiting and hiring team
Maintain all Ticket Philadelphia training material and create new training materials and activities as needed
Conduct surveys to gauge effectiveness of training programs
Directly provide customer service as needed
Participate in other duties/tasks as requested by Management
Education and Experience:
Associates degree required; Bachelor’s preferred
2-3 years training experience required
2-3 years supervisor/management experience preferred
Ticketing and performing arts experience strongly desired
Knowledge, skills and abilities:
Demonstrated experience providing skills training and performance feedback. Experience designing training activities preferred.
Demonstrated leadership skills with the ability to work independently, set challenging goals, and establish performance standards.
Excellent customer service skills
Strong oral and written communication skills
Aptitude for developing and recognizing talent
Ability to interact with people from diverse backgrounds
Knowledge of MS Office and ticketing software (Tessitura preferred)
Environment, Physical Demands and Other Conditions:
Kimmel Center, Inc., a charitable, not-for-profit organization, owns, manages, supports and maintains The Kimmel Center for the Performing Arts, which includes Verizon Hall, Perelman Theater, Innovation Studio and the Merck Arts Education Center. Kimmel Center, Inc. also manages the Academy of Music, owned by the Philadelphia Orchestra Association, and the University of the Arts’ Merriam Theater. ...Our mission is to operate a world-class performing arts center that engages and serves a broad audience from throughout the Greater Philadelphia region.