Ticket Office Management: Manage the day-to-day ticketing operation, including phone and web sales, refunds and exchanges, customer inquiries, and scheduled or on-demand reporting. Create a frictionless ticketing experience for audience members with a focus on guest experience. Build or modify events in the ticketing system, including coordination of seat pricing, packages, holds, kills, and other details with all relevant internal and external stakeholders. Manage inventory and pricing on an ongoing basis to meet or exceed revenue goals and respond to real-time demand. Handle priority ticketing requests with concierge-level service acumen, including complimentary, membership, VIP, and other requests. In close coordination with the marketing and communications and development teams, maintain the unified customer relationship management database with a focus on data hygiene. Oversee integration and synchronization with other systems and databases. Lead focused analytic and data maintenance projects. Create lists, output sets, extractions, and segmentation. Generate business insights from ticketing data. Develop and manage ticketing operations budgets. Evaluate and implement new ticketing technology on an ongoing basis to ensure that Texas Performing Arts provides the an up-to-date ticketing experience and utilizes the most efficient and effective processes in its ticketing operations. Ensure compliance with state law and university policies pertaining to ticketing and financial management.Event Operations: Provide frontline, hands-on customer service at events as scheduled. Lead access management (ticket scanning) and create a seamless arrival experience with the guest services team. Collaborate with the programing, marketing/communications, development, and ticketing teams to ensure cohesive, accurate and timely information is provided to guests. Respond to guest ticketing inquiries and engage with guest feedback in direct and public messaging through all communication channels. Track and continuously seek to improve key ticketing service metrics. Conduct real-time and follow-up ticketing issue resolution. Conduct customer service de-escalation and negative customer service interaction follow-up. Oversee the accurate creation and maintenance of audits and other settlement documents. Participate in night-of-show settlements.Team Leadership: Recruit and maintain a well-qualified group of part-time staff. Manage staff training, values, communications, appearance, operations, and post-event reporting. Coordinate ticketing staff payroll and participate in ticket staff budget planning, tracking, and expense reconciliation. Develop and maintain protocols, scripts, and reference materials for ticketing staff.Perform other related functions as assigned. This job description may not contain all assigned duties, responsibilities, or aspects of the job described.