Training Manager

TRAINING MANAGER

Department:                      Ticket Philadelphia
Reports to:                         Director of Patron Services
Status:                                Exempt

Summary:
The Training Manager is responsible for planning, organizing, and executing the Ticket Philadelphia training and development programs. This position will ensure that Ticket Philadelphia staff delivers the highest level of service.  The Training Manager is a member of the Ticket Philadelphia Management Team and manages the Quality Assurance Team.

Essential Functions:

• Promote an environment of self-motivated people who enjoy coming to work and are dedicated to service excellence 
• Manage all facets of Ticket Philadelphia new hire training, including specifically - computer skills, phone system, product knowledge, guidelines and procedures and Ticket Philadelphia Standards of Excellence
• Work with Director of Patron Services to design career development for each position in the Patron Services Department
• Meet with staff for monthly coaching sessions in order to provide feedback on job performance and offer strategies for meeting service levels or enhance existing skills
• Provide ongoing training as needed including seasonal subscription training and training on new products, policies, and technology
• Provide direction for the Ticket Philadelphia QA Team, including reviewing measurement tools to gauge effectiveness of training methods,  and materials
• Work with the QA Analysts daily on consistency of scoring
• Serve on the Patron Service recruiting and hiring team
• Maintain all Ticket Philadelphia training material and create new training materials and activities as needed
• Conduct surveys to gauge effectiveness of training programs
• Directly provide customer service as needed
• Participate in other duties/tasks as requested by Management

 

Education and Experience:

• Associates degree required; Bachelor’s preferred
• 2-3 years training experience required 
• 2-3 years supervisor/management experience preferred
• Ticketing and performing arts experience strongly desired

 

Knowledge, skills and abilities:

• Demonstrated experience providing skills training and performance feedback.  Experience designing training activities preferred.
• Demonstrated leadership skills with the ability to work independently, set challenging goals, and establish performance standards.
• Excellent customer service skills
• Strong oral and written communication skills
• Aptitude for developing and recognizing talent
• Ability to interact with people from diverse backgrounds
• Knowledge of MS Office and ticketing software (Tessitura preferred)

Environment, Physical Demands and Other Conditions: 

• Office environment
• Some nights and weekends

The work of the Greater Philadelphia Cultural Alliance is made possible through the generous support of committed individuals and institutions.