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Associate Director of Audience Services

Associate Director of Audience Services

Working closely with the Director Audience Services & Audience Experience, the Associate Director of Audience Services will focus on overseeing box office operations and guaranteeing efficient ticketing procedures for staff and patrons across all sales channels. The Associate Director of Audience Services will create a dynamic planning process, translating marketing ideas into streamlined systems in Tessitura, all while fostering a culture of service, collaboration, and resourcefulness. This role will also work collaboratively with Associate Director of Audience Experience to oversee directing a safe, welcoming, and inclusive audience experience for all patrons who pass through Steppenwolf’s doors. This position reports directly The Director to Audience Services & Audience Experience

Areas of Responsibility:

Box Office Management

  • Manage and process payroll for a team of 6-8 part-time and full-time Audience Services Associates
  • Hire and train all new Associates
  • Create a monthly schedule to ensure the box office is adequately staffed at all times
  • Train all Associates in new procedures and policies, and maintain written documentation of the same (including weekly notes)
  • Answer Associate questions and serve as first point of escalation for difficult patron interactions
  • Process all mailed-in membership renewal and reactivation forms
  • Serve as system admin for Dialpad; record and upload new welcome messages as information changes
  • Schedule and facilitate monthly staff meetings
  • Fill in for Associates when short-staffed – answer phone calls, manage inbox, process comp requests etc.

Website and Tessitura Setup

  • Work with Marketing and Audience Services to develop discount programs and processes
  • Build and test all show-specific offers, pricing rules and other discount infrastructure
  • Work with Memberships Manager to maintain all ongoing discount offers
  • Work with Audience Services and web team to maintain and implement all single-ticket functionality on the website
  • Provide Data Developer/Database Manager with details of ticket processing where needed, to assist with custom list pulling and maintaining custom jobs
  • Manage and implement any changes to ticket design

Marketing Communications Liaison to Box Office

  • Review all ticketing and membership-related patron communications, providing edits on clarity and accuracy of ticketing information
  • Box office liaison to Marketing, reporting on general patron feedback and areas of confusion for patrons
  • Marketing liaison to box office, communicating key dates, policy changes and general flow of all campaigns
  • With AS Director and Memberships Manager, work with Marketing department to generate occasional member communications (membership forms, member emails etc.)

General Ticketing Liaison

  • Work with all departments (mainly Development, StepEd and Production) on department-specific ticketing and comp policies
  • Coordinate processing of in-person comp requests for staff and all virtual comp requests
  • Provide training and ticketing support to any Steppenwolf staff who need to process tickets (mainly Development and Education)
  • Work with Finance Manager on any inconsistencies in monthly reconciliation


  • Deposit all checks for Audience Services (and other departments when requested)
  • Ensure the box office is stocked with marketing materials, ticket stock and office supplies

Successful candidates will have:

  • 3-5 years of supervisory experience in a Box Office, preferably at a professional theatre
  • 3+ years of advance Tessitura experience
  • Exceptional leadership skills, with a strong commitment to the highest level of customer service.
  • An ability to reimagine outdated box office processes and train new processes to team.
  • A commitment to upholding and uplifting all IDEA (Inclusion, Diversity, Equity, Access) work as a standard practice for the department.

Desired Qualifications:

  • Knowledge of all Microsoft Office programs and some knowledge of interdepartmental communication applications.
  • Flexibility, teamwork and a sense of humor. Capacity to work collaboratively in a bustling performing arts environment with an ever-changing volume of work. Ability to work comfortably and develop relationships with people and colleagues who hold diverse perspectives


Salary range: $45,000-$50,000 with excellent benefit package for full time employees, including medical, dental, vision insurance, short-term and long-term disability insurance, life insurance, vacation pay, paid sick time, personal days, Ventra transit benefit program, employee assistance program and 401(k) matching retirement program.

How to apply:

Interested candidates should submit a cover letter and resume by following this link by 12/29.

Contact Info:
Solana Oliver
Job Type: Permanent
Location: Chicago