Position Classification Description

Position Class Code / Title: M7018 / Assoc Dir,Tickets & Patron Exp
Recruitment Tier: Tier 1
FLSA: Exempt
Grade: 14
HR Review/Approval:COMP

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.


Directs and oversees all administrative and operational functions related to patron relations and ticketing services for Popejoy Hall. Supports other UNM departmental, public events held at University facilities. Plans, oversees, and coordinates patron services, ticketing, and customer services to include all front of house operations

Duties and Responsibilities

  1. Oversees and supports ticketing services for Popejoy and other performing arts departments/venues and customer support services for UNM Public Events.
  2. Oversees and supports all aspects of Popejoy front of house operations including house management, volunteer programs, patron safety, support services, concessions and merchandising, and lobby management.
  3. Designs, establishes, and maintains an organizational structure and staffing to effectively accomplish the organization's goals and objectives; oversees the supervision of personnel and volunteers, which includes work allocation, training, promotion, evaluation, enforcement of internal procedures and controls, and problem resolution.
  4. Interacts and works with other University departments and external agencies to determine ticketing needs and to develop and maintain maximum operational effectiveness and responsiveness to needs.
  5. Establishes and implements short- and long-range organizational goals, objectives, strategic plans, policies, and operating procedures; monitors and evaluates programmatic and operational effectiveness, and effects changes required for improvement.
  6. Prepares, reviews, and analyzes routine and ad hoc ticket and sales reports; collaborates with internal and external constituencies to review patterns and trends, project sales, and make recommendations for ticket pricing. Participates in the development and management of the annual budget for the organization and performs periodic cost and productivity analyses.
  7. Oversees and coordinates a wide variety of performing arts and other public events; performs event planning and programming, negotiation and/or administration of contracts and/or written agreements, logistics coordination, and site management, as appropriate.
  8. Oversees the design, development, implementation and maintenance of department resources, including forms, documents, websites, technologies and software. Ensures compliance with University, state, and federal laws, policies, and regulations.
  9. Responsible for overall functionality of all ticket scanning technology at Popejoy Hall. Resolves associated issues and maintains contemporary body of knowledge related to the same.
  10. Provides escalated support for successful resolution of internal and external patron concerns and issues.
  11. Represents the division at various community and/or business meetings, committees, and task forces; promotes existing and new programs and/or policies.
  12. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • Bachelor's degree; at least 5 years of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Outstanding interpersonal and community relations skills and the ability to communicate and work effectively within a diverse community.
  • Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
  • Ability to use independent judgment and to manage and impart information to a range of clientele and/or media sources.
  • Knowledge of all facets of front-of-house theater management and audience support services.
  • Knowledge of customer service standards and procedures.
  • Ability to analyze and interpret the needs of customers and offer appropriate solutions.
  • Knowledge of current business issues and trends.
  • Skill in the direction of a multi-purpose ticketing operation.
  • Demonstrated knowledge and understanding of computerized ticketing systems.
  • Knowledge of state and federal laws, regulations, and guidelines for the administration of a ticketing operation.
  • Ability to negotiate and manage contractual arrangements.
  • Skill in budget preparation and fiscal management.
  • Knowledge of financial/business analysis techniques.
  • Ability to foster a cooperative work environment.
  • Employee development and performance management skills.
  • Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.

Working Conditions and Physical Effort

  • No or very limited physical effort required.
  • No or very limited exposure to physical risk.
  • Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 02/06/2023