Operations Manager jobs in Jamestown, NY

Ticketing Operations Manager

Oversees operational aspects of Chautauqua’s Ticketing Services, including our contact center, web sales platform, ticket window sales, and the operation of multiple satellite ticketing and information locations on the Institution grounds. Ensures that the Institution’s commitment to the patron experience is achieved through excellence in the sales transaction and service processes. As a member of the Patron Experience & Ticketing Team, lends additional support to the operation as assigned.

About your compensation

Compensation for this position starts at $59,000, and with demonstrated experience and qualifications, candidates may earn up to $64,000.    

About your work Day

Ticketing Operations

• Participates in strategic discussions and plans for continuously improving and evolving ticketing operations to enhance the patron experience. 
• Administrates and manages operational hardware and software systems, assessing their efficacy in fulfilling operational needs.
• Analyzes staff performance statistics to track progress and make adjustments toward operational goals.
• Fields and responds to elevated patron service needs, including but not limited to technical issues.

Ticketing and Patron Experience 

• Acts as ticketing system super-user with hands-on knowledge and experience with all products and technology, working in tandem with Ticketing Systems Manager at a high level.
• Supports the Patron Experience Manager as needed with recruiting, hiring, and supervising seasonal ticketing/information staff and Main Lot parking hut attendants.
• Leads staff to proactively build relationships that result in a first-class patron experience.  Guides seasonal management team in all aspects of ticketing operations.
• Coordinates with management team to administer overall policies and procedures regarding ticket sales, refunds, exchanges, lost/stolen tickets and internal ticketing. 
• Supports incentive programs and staff morale activities. 
• Participates in strategic discussions and plans for continuously improving and evolving the patron experience.
• Lends support to managing all aspects of ticketing sales operations, including: 
• Contact center: real-time management of agent skills and routing for phone calls, emails, live chat and SMS, encompassing both sales and technical support 
• Main Gate Welcome Center Sales windows
• Sales lobby: manages and assesses foot traffic and patron queue to determine needs 
• Ensures that business policies and procedures are followed to protect patron privacy  
• Ensures that PCI compliance procedures are followed
• Oversees all types of order processing to ensure timely and accurate fulfillment

Additional Responsibilities  

• Special Ticketing Requests as assigned 
• Responsible for timely and accurate financial accountability and reporting, especially as it relates to the ticketing platform. Tracks issues and sees them through to resolution
• Serves as a utility player, lending extra support to the sales team as needed, especially during high volume periods

About the Referral Program

Chautauqua Institution’s Referral Bonus Program is a talent solution to recruit, develop, and retain a diverse workforce that encompasses all the skills and experience necessary to deliver on our goals and objectives. Chautauqua Institution will provide a $500 referral bonus (less taxes) for active employees referring a new candidate who is hired and remains employed for at least 90-days from the first physical date of work. In the case of seasonal positions working less than 6-months, the new candidate must remain actively employed for at least 30-days from the first physical date of work and until the closing date of the season. The closing date of the season is the last Sunday in August.

Formal Education Requirements 

• Bachelor's degree in business, communications, information services, or related field required. Commensurate experience will be considered   

Formal Experience Requirements 

• Minimum 2 years experience with software administration and system configuration
• Minimum 2 years experience in live event ticketing operations
• Minimum 2 years managerial experience with staff who directly serve the public 
• Experience working with or in non-profit organizations, live events, venue management, retail customer service, hospitality or tourism is a plus

Skills, Characteristics and Abilities 

• Team player who understands how to both be a member of a team and lead teams 
• Experience with computerized ticketing software platforms, (VIVATicket a plus)
• Experience with multi-platform ecosystems, including ERP, POS, or event management systems
• Experience with call centers, or contact center software platforms, (RingCentral a plus)
• Experience with the Microsoft Office Suite of products
• Excellent written and verbal communication skills
• Strong technical acumen with the ability to train and support inexperienced users
• Proven work history that exhibits commitment to and value for diversity, equity, and inclusion and their roles in developing employees and achieving business objectives 
• Ability to maintain composure under pressure   
• Proven ability to deliver high-quality customer service with all styles of people. 
• Ability to adjust status as the situation dictates
• Ability to make sound assessments and implement appropriate steps for problem resolution. 
• Able to make appropriate decisions using independent judgment. 
• Interest in proactively promoting cross-department cooperation. 
• Must be available to work a flexible schedule.  The schedule will include weekdays, weekends, and daytime into evening hours, especially in the summer season and during major events.

About Your Schedule

Ticketing Operations Manager will work full-time year-round with the ability to work a flexible schedule. Schedule will include weekdays, weekends and daytime into evening hours, especially in the summer season and during the course of major events. This position will be based in Chautauqua Institution’s home office, located in Southwestern New York State.

Comprehensive Benefits

Chautauqua Institution’s competitive benefits suite includes health insurance, dental insurance, flexible spend (or health savings) account options, vision insurance, complimentary life insurance, access to various fitness and wellness programs, and employee-paid supplemental life insurance and long-term disability options.  We help our employees plan for the future through a discretionary employer pension contribution, which has recently been (10%) of gross compensation following a designated service period. The Employee Assistance Program provides virtual access to a network of free services including counseling sessions, legal counsel, financial advisors, and childcare and eldercare referrals. 

Discovering Your Chautauqua Experience

There are countless ways that our talent will engage with our mission, vision, and diverse communities, and you are invited to immerse yourself in our programming as a gateway to this experience. 

Employees will receive the traditional Chautauqua gate pass, which provides access to many Amphitheater programs.

In addition to a traditional gate pass, employees and their families will receive full access to our current and historical programs online at CHQ Assembly.   

Commitment to Values of IDEA

Chautauqua Institution values Inclusion, Diversity, Equity, and Accessibility (IDEA) as a priority in our strategic plan, 150 Forward.  One of our five core values is “The dignity and contributions of all people.”  We are committed to creating conditions in which everyone feels that they can engage as full and valued participants in the Chautauqua experience.  The Institution is an equal opportunity employer committed to equitable and inclusive hiring practices and applicants will not be discriminated against based on any status protected under federal, state, or local law. We especially welcome applications from those who can demonstrate past experience, engagement, and professional expertise in IDEA.

Joining Our Talent Community

Qualified candidates should apply online at CHQ.org/employment.  Interested applicants must submit a cover letter and resume, with optional portfolio documents, for consideration. You are encouraged to learn more about Chautauqua Institution at CHQ.org and the 150 Forward Strategic Plan at 150fwd.CHQ.org.