Ticketing Coordinator

THE BROAD

The Broad is an internationally renowned contemporary art museum founded by philanthropists Eli and Edythe Broad on Grand Avenue in downtown Los Angeles. Designed by Diller Scofidio + Renfro in collaboration with Gensler, the museum offers free general admission. The Broad is home to the 2,000 works of art in the Broad Collection, which is among the most prominent holdings of postwar and contemporary art worldwide and presents an active program of rotating temporary exhibitions and innovative audience engagement. The 120,000-square-foot building features two floors of gallery space and is the headquarters of The Broad Art Foundation’s worldwide lending library, which has actively loaned collection works to museums around the world since 1984. Since opening in September 2015, The Broad has welcomed more than 4 million visitors, and has one of the youngest, most diverse audiences of any museum in the country.

ABOUT THE POSITION

At The Broad, it is our mission to make our collection accessible to the widest possible audience while we strive to create a welcoming, inclusive environment for all visitors and staff. The Broad Visitor Experience team implements a nationally recognized, award-winning, mission-focused first-class visitor experience program that is consistently rated as outstanding, educational, and an experience visitors would recommend to others.

The Ticketing Coordinator will report to the Director of Visitor Experience in daily operations to maximize and record attendance in support of the museum’s mission of accessibility. This role is responsible for supporting all internal ticketing operations to ensure a seamless end-to-end digital experience in all areas of the museum.

DUTIES AND RESPONSIBILITIES

• Understand and champion the museum’s mission of accessibility by upholding The Broad’s Core Values of creating a welcoming and inclusive environment
• Well-versed in ticketing operations and system functionality
• Build weekly and monthly reports on attendance and attrition data, report findings to the Director of Visitor Experience
• Liaise with ticketing and customer relationship management platform representatives to ensure optimal system functionality 
• Collaborate cross-departmentally with MarComm and Audience Engagement, making recommendations to senior museum staff to achieve institutional goals
• Responsible for daily and monthly ticket releases
• Assists in the creation of event pages in ticketing platform
• Manage and optimize on-site attendance by adjusting and increasing ticket availability to meet and or exceed visitor attendance goals
• Update museum’s VIP and press ticket templates and regularly review requests for approval
• Key liaison for staff ticketing requests and internal resolutions
• Onboard and create ticketing accounts for new Visitor Experience staff
• Work closely with Applications Manager to assess ticketing inventory including scanners, reorders, and upgrades
• Champion a solution-oriented approach towards ticketing discrepancies
• Monitor and respond to visitor outreach
• Responsible for providing excellent customer service to all Broad visitors
• Other duties as assigned

EXPERIENCE AND QUALIFICATIONS

• Minimum of 2 years' experience in ticketing role or box office setting
• Experience with HTML for ticketing website development
• Experience navigating CRM software
• Must have fully open availability, including both Saturday and Sunday
• Must have demonstrated strong leadership qualities in customer service, project management, and performance management
• Comfortable troubleshooting in real time
• Strong interpersonal and communication skills, both written and verbal
• Ability to effectively work in a dynamic environment
• Solutions oriented with positive with a can-do attitude
• Ability to lead by example through motivation and encouragement
• Experience with Ticketure and Salesforce is a plus

ADDITIONAL QUALIFICATIONS

• Approach work with integrity and honesty.
• Support and demonstrate the museum’s culture of developing a diverse, equitable, inclusive, and accessible environment for staff, contract staff, vendors, and visitors.
• All employees of The Broad are required to be vaccinated against COVID-19, subject to certain exemptions as required by law. All newly hired staff must show proof of their COVID-19 vaccination within 45 days of hire. Please contact Human Resources if you have questions regarding the COVID-19 vaccination policy.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Employment is contingent upon a satisfactory background and reference check.

PHYSICAL REQUIREMENTS

Must be able to remain stationary as well as frequently move around public areas of the museum for extended periods of time.  

WORK ENVIRONMENT

Work is performed both inside the museum and outdoors. This role requires both remaining stationary as well as frequently moving about the museum galleries.

SCHEDULE

The Ticketing Coordinator will work Wednesday-Sunday (Wednesday/Friday 9-6 pm, Thursday 11-8 pm, Saturday/Sunday 9-6 pm). After an initial onboarding and training period, this position rotates between a Tuesday through Saturday and a Wednesday through Sunday work schedule. The work schedule for this position regularly requires evening and weekend hours.

COMPENSATION AND BENEFITS

$23.00-$25.00 per hour

Employees can expect to work 40 hours each week.

Employees hired into this position are eligible for the following benefits: medical, vision, dental, employee assistant program, paid vacation and holidays, sick leave, retirement, life insurance, and short- and long-term disability.

Additional benefits may include employee discount at The Shop, free parking or annual free personalized LA Metro pass or bike stipend or walk stipend, discounts at local eateries, and more.

EQUAL OPPORTUNITY EMPLOYER

The Broad is an equal opportunity employer, and we aspire to reflect the diversity of Los Angeles in both our staff and our visitors. It is the practice of The Broad to offer equal opportunity consistent with applicable federal and state law in all aspects of employment.  All employment decisions will be made in compliance with applicable federal and state laws prohibiting discrimination on the basis of race (including traits historically associated with race, including but not limited to hair texture and protective hairstyles), religion, creed, color, national origin, ancestry, marital status, sex, pregnancy, gender, gender identity, gender expression, age, medical condition (as defined by California law and including Acquired Immune Deficiency Syndrome (AIDS), actual or perceived), genetic information, physical or mental disability, sexual orientation, military or veteran status, having filed a discrimination complaint or any other status protected by applicable law. The Broad believes that by actively building a diverse workforce we can innovate, inspire, and engage with the widest possible audience. 

The statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.

*Reasonable accommodations will be made for qualified candidates with disabilities in accordance with the ADA and the ADAAA.

Last updated on May 23, 2023