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.
The Michigan Union Ticket Office (MUTO) is a multifaceted unit within Student Life University Unions at the University of Michigan. MUTO handles ticket sales for an array of events hosted by Student organizations, UM Department, local presenters, and national promoters in on-campus as well as community venues ranging in seating from 300-10,000. As a box office, MUTO facilitates event set up within a ticketing management system, ticket sales (via phone, over the counter or over the Internet), and staffs events to facilitate will call and on-site ticket sales.
University Unions is a self-funded auxiliary enterprise which serves the campus through its three historic unions (Michigan Union, Michigan League, Pierpont Commons), academic meeting and dining facility (Palmer Commons), Center for Campus Involvement (over 1,500 student organizations and hundreds of programs), and works in close partnership with Conferences & Event Services and Michigan Dining to provide student-focused and customer-oriented service to the campus community. Total budget volume for University Unions approximates $20 million. University Unions directly employs over 80 regular staff and 250 student staff.
The Michigan Union Ticket Office Manager provides essential leadership and oversight to University Union’s box office operation. This position supervises one (1) professional staff (Assistant Manager to MUTO), as well as provides indirect supervision to student ticket agents (~20). The Individual in this position is responsible for creating a holistic experience for MUTO’s student employees while sustaining MUTO’s day to day business operation.
This position is responsible for addressing customer service concerns, developing and maintaining campus and community partnerships, and interfacing with the ticketing management system. The Manager for MUTO has fiduciary oversight of a $400,00 departmental budget. They are responsible for set-up and settlement of shows, maintaining MUTO’s CC and cash handling compliance, and in accordance with UM policy. The position requires a high level of attention to detail.
Additionally, the individual in this position serves as a member of the University Unions management team and contributes to shared unit work by participating in working groups and committees.
Leadership and Strategic Planning (30%)
Build and maintain relationships with internal and external clientele.
Promote MUTO to potential new clients (UM Departments, Student Organizations, Promoters, etc).
Analyze, evaluate, organize and implement ongoing systems and long-range programs for unit operations.
Represent the Michigan Union Ticket Office in on-going business relations with clients.
Represent the unit to University administrators and other University groups, to Ann Arbor community agencies, and at professional organizations and meetings.
Create, administer, and interpret department policies to meet the needs of students and other customers.
Collaborate with the Center for Campus Involvement, University Unions, Student Life, and other University colleagues (i.e., University Productions) to coordinate logistics for day to day operations and shows.
Ensure well-considered services to meet clients needs by regularly assessing services and identifying areas for improvement.
Sustain MUTO’s culture of providing excellent customer service.
Provide strategic leadership on University Unions Management Team.
Plan, manage and coordinate Ticket Office sales operations.
Participate in the resolution of operating problems and/or customer concerns.
Maintain ticketing equipment (scanners, printers, etc.) and ensure ability to operate in on-site/event locations.
Direct MUTO team, delegate, and assign work tasks to suit delivery of services and operations efficiency.
Responsible for all safety procedures associated with managing a small business operation.
Coordinate ticketing activity by facilitating ticketing agreements, meeting with clients, setting up events in the ticketing system, maintaining contact and communication through event fruition, preparing staff to sell event tickets (in advance and at the event), attend events (as needed) to facilitate box office operations night of show, and settle show by preparing box office report and distributing revenue.
Hire, train, and supervise full-time staff, graduate interns, and/or undergraduate student employees to fulfill MUTO’s staffing needs and create a robust team.
Foster a positive, inclusive, and collaborative work environment; make ethical decisions that promote student, organizational, and institutional success.
Resolve problems by comparing and evaluating various courses of action, as well as understanding laws, policies, procedures, and best practices.
Approve and manage payroll process.
Financial Responsibility (20%)
Audit records of sales activity and associated data.
Direct ticket sales (over-the-counter, phone, mail order & online) in the range of $2.5million per annum.
Make and/or approve expenditures for materials, equipment, support, staff and travel.
Develop operating budgets, maintain fiscal responsibility, prepare departmental records, box office reports, statistical summaries, budget line projections, and records.
Oversee cash handling and deposit processes, training staff as necessary. Ensure staff are trained and an appropriate level of separation of duties is maintained.
Collaborate with Student Life Budget and Finance Office to settle shows and issue payments.
Other Duties as Assigned.
This role may have reporting obligations under Title IX and Clery.
These are the criteria that the hiring team will be evaluating the candidate for
Ability to provide leadership in a customer contact environment
Excellent interpersonal and written communication skills
A solid understanding of office software and the google platform is expected
Commitment to college student development and the Student Union philosophy
Ability to supervise full time staff, ensuring empowerment with responsibility, and developing a positive team-oriented organizational culture
Highly effective communication skills (written & verbal), including the ability to communicate with diverse audiences
The effective candidate will embrace a collaborative and approachable leadership style. As well as be self-motivated and highly detail-oriented
Financial management skills
Must have strong management, organizational, and problem solving skills
Must be able to work in a collaborative environment, but also work independently to make good decisions that reflect University and Student Life policies, procedures and philosophies
Ability to interact effectively with a diverse group of students, faculty, staff, alumni and customers in a university setting. As well as ability to work with show promoters and external show organizations
A personal commitment to diversity and a solid understanding of cultural, ethnic and individual identities
The position requires an individual who is able to work evenings and weekends, as needed to ensure successful on-site box office operations
This position oversees and manages operational budget (~400K) and is required to complete various cash handling trainings, maintain credit card compliance, and complete GAP analysis evaluations.
The position requires flexible work hours, an individual who is able to work frequent evenings and weekends. The successful candidate must be able to work in a collaborative environment, but also work independently and make good decisions that reflect University and Student Life policies, procedures and philosophies.
Routinely moves and transports items weighing up to twenty-five (25) pounds, etc.
Assistant Manager, Michigan Union Ticket Office
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
Bachelor’s Degree required
Two to Three years of box office or student affairs experience either as a student or professional
Must be self-motivated, detail-oriented and able to meet deadlines in a fast-paced environment
Master’s degree in Student Affairs/College Personnel, Performing Arts, Theater Management or similar,
Commitment to a student-centered philosophy and an understanding of and commitment to the college union philosophy.
Strong multicultural competencies.
Experience supervising students and/or full time professionals.
A willingness to embrace emerging technologies to advance the work.
Possess an awareness of current needs, trends, and issues in the field of higher education and student affairs, or ticketing.
Internal Number: 165263
About University of Michigan
Located in Ann Arbor, Michigan, the University of Michigan, founded in 1817, is a leader in undergraduate and graduate education and one of the world's premier research universities.
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