The Ticketing Manager oversees the daily operations of Chapman University’s Ticketing Services, ensuring a seamless experience for patrons across university departments, including the College of Performing Arts, Musco Center for the Arts, Athletics, Special Events, and the Hilbert Museum. This role requires expertise in ticketing technology, customer service, and event operations, as well as the ability to manage and develop a team of student and professional staff. The Ticketing Manager must be highly organized, detail-oriented, and capable of working efficiently under tight deadlines.
Chapman University’s Ticketing Services was recently awarded the 2025 Outstanding Ticket Office of the Year Award, recognizing its excellence in customer service, innovation, and operational efficiency. The new manager will be expected to uphold these high standards, continuing to elevate the department’s performance and industry reputation.
This position requires a flexible schedule, including evenings and weekends, to ensure successful event execution and staffing coverage.
Supervises Ticketing Operations:
Oversees ticketing staff to ensure consistent, high-quality customer service across all patron interactions. Frequently serves as the on-site ticketing lead for events, including nights and weekends, ensuring smooth event execution.
Manages Ticketing Scheduling:
Oversees the scheduling of ticketing office operations, ensuring appropriate staffing levels during business hours (Monday–Friday, 9 AM–4 PM) and during events. Manages the schedules for 30+ staff/student employees to provide timely and efficient patron assistance in person, by phone, email, and web chat.
Proactively manages staffing schedules to ensure adequate coverage for all events, including high-volume or complex ones, by responding to last-minute callouts and schedule changes as they arise—even outside regular office hours, including evenings and weekends.
Ticketing Software Configuration:
In assistance to the Database Manager, configures ticketing components within AudienceView (ticketing software) including events, series, bundles, pricing charts, venues, promotional offers, and article pages with the goal of efficient sales flows that result in seamless customer service transactions.
Manage Event-Build Process:
Oversees the event-building process, ensuring all events are accurately configured, thoroughly proofed, and delivered to organizers on time, even when submissions are received last minute. Maintains strict attention to detail to prevent errors and ensures all deadlines are met.
Hires, Trains, and Oversees Student Employees:
Manages the recruitment, onboarding, and supervision of student employees in Ticketing Support and Event Support roles. Approves timesheets and ensures student staff receive proper training and development opportunities.
Serves as Ticketing Liaison:
Maintains direct and ongoing communication with campus partners—including the College of Performing Arts, Musco Center, Athletics, Special Events, and the Hilbert Museum—to ensure their ticketing needs are met effectively and efficiently.
Ensures Compliance with Payment & Financial Policies:
Upholds Payment Card Industry (PCI) security compliance and ensures adherence to university policies regarding cash handling, refunds, and deposits. Regularly reviews reports to confirm accuracy and financial integrity within ticketing transactions.
Oversees Ticketing Software & Policy Training:
Ensures the development and implementation of a high-quality training program for new and existing AudienceView users. Coordinates training efforts led by various Ticketing Services team members and ensures all ticketing staff and university partners are well informed on ticketing policies, procedures, and best practices.
Stays Informed on Industry Trends & Best Practices:
Maintains a strong understanding of industry trends, particularly within university ticketing operations. Engages with industry contacts to identify innovative solutions for complex ticketing configurations and operational improvements.
Manages Reporting & Budget Analysis:
Oversees financial reporting for various departments, including post-event settlements and monthly budget analysis. Monitors revenue and student labor expenses, making necessary adjustments to ensure the department operates within budget.
Ticketing experience
AudienceView or other ticketing software experience
Supervisory experience
Extremely strong attention to detail
Ability to work frequent nights and weekends
Reliable transportation
Ability to solve complex solutions with creative approaches
Ability to work well with others
Ability to lead and inspire others
Ability to identify new solutions to advance department
Thank you for your interest in employment at Chapman University. At Chapman University, a whole world awaits you whether you are a prospective faculty, staff, administrator or student employee.
Located in the city of Orange in sunny Southern California, Chapman University is a mid-sized private university. Just steps away from the restaurants and shops of Orange’s Historic Old Towne Plaza, Chapman’s stately, palm-treed campus is a centerpiece of this comfortable mid-sized city. Ideally situated within an hour’s drive of Los Angeles, our location provides easy access to LA and Hollywood internships, beautiful beaches, Disneyland, mountains and desert.
Chapman University is ranked in the top tier of western universities and was recently identified by U.S. News and World Report as the number two “Most Innovative” schools in the regional west. In that ranking, college presidents, provosts and admissions deans were asked to nominate institutions that are making the most innovative improvements in terms of curriculum, faculty, students, campus life, technology or facilities. Chapman has gained national recognition with its commitment to excellence through both research and cutting-...edge teaching and it attracts high-achieving undergraduate and graduate students from across the United States and several foreign countries. In the last two decades, Chapman has made remarkable gains in both size and national prominence. Today, close to 8,500 students are enrolled in 10 schools and colleges that offer undergraduate programs in the arts and sciences and select pre-professional and graduate programs. The University offers a wide variety of interdisciplinary courses and majors; it encourages students to learn about the interconnectivity of issues facing the nation and the world today outside the scope of a single discipline.
Chapman University continues to grow with our newest additions: the Musco Center for the Arts, the Rinker Health Science campus, a new university-wide Cross-Cultural Center ensuring greater diversity and inclusion with related programming and the new Keck Center for Science and Engineering which is scheduled to open in fall 2018.
Our employees are our most valuable asset, that’s why at Chapman University we are committed to a comprehensive Employee Benefit Program that helps our employees stay healthy, feel secure and maintain a work/life balance. We are committed to providing quality benefits for our Chapman community at an affordable price and we are proud to offer a generous benefit program that gives you flexibility and choice.
Chapman University is an equal opportunity employer with a commitment to provide an environment which is free of any form of harassment and discrimination based upon any characteristic protected by applicable state or federal law, so that all members of the community are treated at all times with dignity and respect.
