The Ordway: The Ordway is the arts epicenter of Saint Paul, Minnesota, and one of the leading nonprofits performing arts centers in the country. Founded on the belief that performing arts should be wide-ranging and accessible to all, the Ordway is home to a variety of performances that encompass the finest in Broadway musicals, concerts, dance and vocal artists. Known as the most comfortable place to catch a show in Minnesota, the Ordway includes a magnificent 1,900-seat Music Theater, a state-of-the-art 1,100-seat Concert Hall and spacious lobbies. The Ordway aims to reflect the communities it serves and address barriers to ensure everyone can experience the power of the performing arts.  

Position Purpose: The Ordway is seeking a Ticket Services Manager to support the Director of Ticket Services in ensuring an efficient and smooth experience for internal and external clients.  With a focus on ticket sales and customer service (in person, online, by telephone), this position will help manage the day-to-day activities of the call center in addition to supervising evening and weekend events and event staff.

Position Details:

• Posting Date: 9/25/24
• Closing Date: The Ordway is dedicated to building an equitable environment and strongly encourages applications from Black, Indigenous, People of Color, women, transgender, and non-binary candidates. This position will remain open until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.
• Employee Type: Exempt, Full-time
• Pay: Starting at $55,000
• Department: Ticket Services      
• Reports to: Director of Ticket Services

 Key Performance Areas:  

• Provide leadership to the Ticket Services department to support the achievement of the mission and goals of the Ordway.
• Maintain superior customer service in compliance with organizational standards to ensure the Ordway customer experience.
• Supervise Ticket Services employees to result in the timely and efficient training, effective and consistent employee communications, and optimum customer service in collaboration with the Director of Ticket Services.
• Support the daily operations of the Ticket Services call center including, but not limited to, monitoring the call queue, taking inbound calls, processing sales and transactions in AudienceView, selling, upselling, and cross selling events, making outbound calls, and processing mail.
• Function as manager on duty for evening and weekend performances providing a seamless event experience for Arts Partners, renters, and Ordway customers.
• Resolve escalated issues in accordance with contractual and organizational policy.
• Maintain integrity of cash handling and fiscal procedures; reconcile event transactions; provide support for payment resolutions; complete event settlements and reports.
• Support the Director of Ticket Services to Facilitate Sales and Marketing data generation and analysis and email process to enhance Marketing and Sales campaigns.

Other Qualifications:

• High school diploma or GED required, B.A., or B.S. in related field preferred.
• Two to three years of experience supervising staff.
• Two to three years of sales experience required. Phone sales experience preferred.
• Ticket sales experience preferred. Experience with Audience View software a plus.
• Proficient in Microsoft Office Suite (Excel, Outlook, and Word).
• Must be committed to working with diverse community populations.
• Ability to supervise employees with varied backgrounds and experience that may include diverse communities, education levels, technical and computer experience.
• High degree of sensitivity for confidentiality.

The Ordway requires all employees to adhere to the COVID safety standards set by the artists and tours that perform on our stages. This means that at times Ordway employees may be required to wear masks, to take COVID tests, and possibly, to provide proof of COVID vaccination. The Ordway is an equal opportunity employer and will consider requests for reasonable accommodation for employees and applicants based on disability or sincerely held religious beliefs.

To Apply: For more information or to apply, visit ordway.org/employment.

Ordway is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, creed, marital status, familial status, public assistance status, age, local human rights commission activity, national origin, and veteran, or disability status. The Ordway Theater and administrative office are wheelchair accessible and service animals are welcomed. All applicants who have questions or needs regarding access accommodations or interpreting assistance for job interviews are encouraged to reach out to Human Resources.

We know there are great candidates who may not fit into the criteria we’ve outlined here, or who have important skills we haven’t listed. If that’s you, please don’t hesitate to apply anyway and tell us about yourself.