POSITION SUMMARY

The Director, Ticketing Services is responsible for leading the Box Office/Ticketing operation supporting on-site operations and off-site collaborations. Key responsibilities include: assisting with the development and execution of the department’s annual work plan; providing ticketing support for shows; leading and directing box office/ticketing services colleagues; and working collaboratively with internal and external stakeholders.

The Ticketing Services team delivers exceptional guest service in support of the center’s vision of Arts for Every Life®.The Director ensures consistency and excellence in service and quality while achieving financial objectives.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Lead and direct daily box office operations and team (to include managers, supervisors, leads and ticket agents) in accordance with the annual work plan. Manage ticket sales, complete daily financial reconciliation in accordance with established guidelines and produce reports accurately and timely.
• Collaborate with cross-department stakeholders (guest services, marketing, development, programming), external stakeholders (AEG, LiveNation, Broadway Across America) and local arts organizations. Provide stakeholders with ticketing/show information and reports per the frequency required for the efficient operation of the organization.
• Develop, implement, and build subscription seasons, individual performances and auxiliary items into ticketing system. Build and maintain fees, offers and source codes. Manage sales including: on­-sales, promotions, etc. Manage inventory across multiple ticketing systems. Organize the mailing of subscription invoices and tickets.
• Create operating/training guides on systems and department procedures. Train ticketing staff to accurately operate the computer ticketing system and other non-ticketing related systems (POS, ticket scanners, ticket printers, etc.).
• Remain knowledgeable of ticketing system and upgrades issued by the ticketing system vendor. Participate in required training on the system. Implement changes, test system, troubleshoot errors and train staff on system updates.
• Assist staff and guests with escalated issues that arise concerning show related information and ticketing. Resolve guest concerns in a timely manner. Troubleshoot recurring issues.
• Accountable for administrative responsibilities to include: recruiting, scheduling, payroll, and budgets.Interviews, selects, trains, supervises, counsels, disciplines and evaluates performance of team for the efficient operation of the department. Schedules and directs colleagues on their work assignments. Conducts 1:1 with direct reports. Demonstrates customer service-oriented leadership.
• Accountable for compliance with all policies and procedures that relate to the department as well as local, state and federal laws and regulations. Maintains data security in accordance with organization, state and federal regulations.
• Attend required meetings. Ensures that regular and ongoing communication is happening within department (huddles, staff meetings, feedback).
• Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
• Maintain a professional and friendly relationship with other departments, colleagues, and partners.
• Able to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of customer service at all times.
• Able to effectively communicate in English in both written and oral forms.
• Other duties as assigned.

KNOWLEDGE AND EXPERIENCE

• Must have a minimum of seven (7) years’ experience working with computerized ticketing software. Experience must include at least three (3) years’ working in a multi­venue facility developing, implementing, managing, and maintaining an on-site full-service Box Office. Preference for candidates with Tessitura experience. Bachelor’s degree preferred.
• Experience with handling box office statements and settlements, as well as ticketing functions for national touring production and other performance groups.
• Must have leadership experience to include managing salaried exempt and non-exempt staff (full-time and part-time).
• Must have a customer-service mindset with strong and effective verbal and written communications skills. Second language helpful (Spanish, Portuguese).
• Advanced knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint, TEAMS). Knowledge or experience with DropBox Cloud based data storage and SharePoint desirable.
• Must be able to complete moderately complex mathematical calculations. Must have strong financial/budgeting acumen.
• Able to comprehend complex situations, research, identify and implement successful resolutions.

SPECIAL CONDITIONS OF EMPLOYMENT

• This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.
• This position is in-office, on-site at the Dr. Phillips Center.