Director, Guest Services & Ticket Operations

Wrightwood 659 is a unique art space in Lincoln Park, dedicated to the exhibition of socially engaged art and architecture. We are seeking a Director of Guest Services & Ticket Operations to join our winning team. This position is primarily responsible for overseeing all front of house operations for Wrightwood 659, and for providing an exceptional environment for visitors and employees.

As a member of gallery leadership, the Director will work closely with the General Manager, as well as team members in marketing, building operations, curatorial, exhibitions, and education. The Director develops and implements strategies to grow audiences and provide an outstanding experience for our guests, driving guest loyalty.

The Director will serve as the primary Tessitura administrator for the organization, responsible for all system configuration and reporting needs. The Director is responsible for taking a proactive approach to ticketing setup and data-based decision making.

The Director of Guest Services & Ticket Operations works under the guidance of and reports to Wrightwood 659’s General Manager.

Responsibilities include:

• Create and document processes to ensure data integrity and expanded utilization of Tessitura.
• Monitor demand and manage inventory based on attendance trends and operational feasibility.
• Examine ticket structure, pricing, and policies to maximize attendance and guest satisfaction.
• Produce weekly schedule for Educator team.
• Configure all aspects of ticketing, including admission, programs, tours, and merchandise.
• Develop meaningful and valuable reports to keep leadership apprised of the state of attendance, measuring ticket distribution and success of marketing campaigns.
• Coach and empower Guest Services team, holding team members accountable to exhibition policies and expectations.
• Develop and maintain strategic relationships with community partners.
• Maintain accurate inventory of publications while processing book shipments and related sales tracking.
• Collaborate with Marketing on creation of weekly e-news and website updates.
• Ensure all aspects of the guest experience are consistent with exhibition values.
• Design and lead training program for all front-line teams, including contractors.
• Support Wrightwood 659’s mission and values and lead by example in providing a superior team and visitor experience.
• Plan and implement testing and training in response to new web and Tessitura software releases.
• Lead recruitment, interview, and hiring process for Educator positions.
• Process bi-weekly payroll for Educator team.

Schedule:

• Full-Time, including Saturdays when exhibitions are open to the public. (Tue-Sat schedule when open vs Mon-Fri when dark). There will be evening hours as well as special events requiring flexibility in scheduling.

Qualifications:

• Ability to translate abstract data into actionable takeaways and spearhead new initiatives.
• In-depth knowledge of Tessitura ticketing software required.
• Ability to manage priorities within organization and see projects through to completion.
• Proficient in MS Office suite.
• Familiarity with ADP or similar payroll processing system.
• Proven experience in building, leading, and motivating a team.
• Familiarity with When I Work or similar scheduling system.
• Effective oral and written communication skills with the ability to establish and maintain effective working relationships, collaborating cross-departmentally.
• Ability to take initiative as a leader to achieve established goals.
• Knowledge of WordPress CMS and Wordfly email marketing or similar programs preferred.
• Knowledge of Tessitura Network Web Express (TNEW) preferred.
• Eight years of leadership experience in a cultural setting (museum, theatre).
• A high standard for service quality and efficiency.

Highly competitive pay package commensurate with experience & excellent benefits package. Free onsite parking. Ideal candidate is someone looking for a long-term position. We are an equal opportunity employer with a progressive, LGBTQ‐friendly environment looking for someone who is excited to join our team.

Health and Safety:

The health and safety of our guests and staff is our priority. In efforts to reduce the risk of spreading COVID- 19, we have adopted the following measures based on CDC, state, and city guidelines: All guests and staff must be fully vaccinated against COVID-19 (including the booster shot) and masks covering the mouth and nose are required at all times. All persons offered a position will be required to provide valid proof of full vaccination against COVID-19 prior to starting employment.