Director of Ticketing

Theatre Overview

As one of the country’s largest ensemble theatres dedicated to the creation of new work, Lookingglass Theatre Company seeks to redefine the theatrical experience and to make theatre more exhilarating, inspirational, and accessible to all. Founded in 1988 by a group of Northwestern University theatre graduates, Lookingglass moved into its permanent home in the historic Water Tower Water Works on Chicago’s Michigan Avenue in 2003. Now about to enter its 38th Season, the Company is a respected source for story-centered theatrical work that is evocative, physical, and visually rich.

With a roster of 33 Ensemble Members and 17 Artistic Associates, Lookingglass productions are centered on ensemble with training in theatre, dance, music, and circus arts. Through its powerful, original theatre, the Company’s goal is to fire the imagination with love, to celebrate the human capacity to taste and smell, weep and laugh, create and destroy, and wake up where we first fell—changed, charged and empowered.

Position Summary

Director of Ticketing reports to the Managing Director oversees all aspects of the ticketing, audience experience, and various front of house operations for the company. This person will have the primary day-to-day responsibility for understanding the needs of Lookingglass’s diverse and intergenerational audiences and consistently qualitatively and quantitatively sharing that knowledge with and collaborating with colleagues throughout the organization with these needs at the forefront. This person is deeply invested in the patron path from initial introduction to the audience experience in the theatre to post-performance.

They are responsible for the personnel, policies, and procedures that provide the highest level of customer service and safety. This role takes a lead on applying best practices for patron relations, and pre-and post-show planning and communications. Researching and establishing accessibility initiatives is key to this position. As we strive to be an anti-racist organization, they take a lead on audience development initiatives with goals of making audiences feel welcomed, safe, and accessible to all.

Primary responsibilities include management of ticketing system and procedures, front of house (box office management and scheduling), programming and supporting ticket sales and associated reporting, ticket inventory management, dynamic pricing support, establishing/maintaining/and reconciliations of third-party promotions, ticketing and calendar support for the website including graphics and video. This role centers on collaborating with people across the organization, critical thinking, and strategic planning while building a welcoming and safe patron experience.

AEI

• Participate in organization-wide anti-racism work and incorporate an anti-racist lens into daily practice.

Lookingglass recognizes that it has much to do towards being an anti-racist and a more equitable institution. This work, by the Board, Ensemble, and staff, is ongoing.

Schedule Overview

The Director of Ticketing plays a key role in welcoming our patrons to Lookingglass Theatre and as such, the position requires on-site management. The Director of Ticketing must be available to work evenings and weekends, working on-site at the theatre. In general, beginning the week before previews through closing of aproduction, the schedule will be Tuesday through Saturday from 12pm until one hour after curtain. Schedule can change outside of the production period.

Required Qualifications

• Excellent oral and written communication skills
• Experience in handling customer service inquiries
• Experience in de-escalation and anti-racism work
• Diplomacy, teamwork, and personal accountability
• Skill in effectively managing a team
• The ability to manage multiple tasks simultaneously, prioritize, and re-prioritize as necessary to work
• under evolving deadlines
• Attention to detail and accuracy
• The ability to demonstrate initiative, to begin working on tasks under pressure, and to meet deadlines.
• Passion for the arts a plus
• Ability to compile necessary reports and perform regular financial bookkeeping and management with
• foresight to look for efficiency

Preferred Experience/Technology Capabilities

• Spektrix Ticketing System
• WordPress

Compensation

Compensation: $55,000-$65,000 based on experience

Benefits:

• Health Insurance (choice of PPO or HMO; Organization covers the cost of 100% of the HMO plan. If PPO plan is elected, staff members pays the difference. This is reevaluated annually in July with the adoption of the health plan).
• Vision and Rx plan
• 12 paid holidays (including Juneteenth and Election Day);
• Vacation, Personal, Sick time-off, including birthday.

Lookingglass Theatre Company is an Equal Opportunity Employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, genetics, or status as an individual with a disability. We welcome applications from all qualified applicants.