Job Information
UNIVERSITY OF TEXAS AT AUSTIN Director of Ticketing, Texas Performing Arts in Austin, Texas
Leadership and Strategy: Develop and continually enhance ticketing systems and processes that create frictionless ticketing for guests, effective workflows for all team members and clear communication to stakeholders.Lead the ticketing team of full-time, part-time and student staff. Maintain and continuously improve a culture of customer service excellence. Participate in hiring, onboarding and performance management. Create professional development opportunities for team members.Implement sales strategies that meet or exceed revenue and attendance goals. Manage systems that facilitate group sales, VIP packages, platinum, dynamic pricing, round-up donations, and other variable, premium and ancillary ticketing items.Implement TPAs partnerships and strategies in the secondary ticket marketplace.Remain current on and responsive to guest feedback, industry trends and local market insights. Apply learnings to continuous improvement of TPAs on-line and on-site customer ticketing experiences.Collect, analyze and present key ticketing metrics. Make recommendations and implement changes to address areas for improvement.Systems and Technology:Oversee all e-commerce activities. Direct the management of the ticketing system to ensure maximum return on investment for services, products and integrations with other platforms. Ensure systems meet relevant policy requirements.Identify and adopt new technology that keeps TPA at the forefront of insights-driven, mobile-first, customer-centric ticketing.Create and lead TPAs constituent relationship management (CRM) system strategy to meet the needs of the Development, Marketing and Sales, and Ticketing teams. Create and implement strategies for data management.Participate in the procurement and contracting processes for ticketing equipment, systems and services. Serve as the primary contact for TPAs ticketing system provider and other key ticketing relationships.Operations and Management:Direct the creation of long-term and short-term operating plans for all aspects of the Ticketing department. Review and revise operating plans as necessary. Maintain and communicate TPA ticketing policies.Lead accurate event builds and on-sales based on provided specifications. Coordinate with co-promoters, agents, artist managers and other internal or external clients to smoothly execute pre-sales and on-sales. Manage real-time availability and pricing throughout the life of an engagement.Oversee all reporting, audits and ticket office statements.Supervise Ticket Office operations during events, including on nights and weekends. Ensure appropriate staffing levels and operational effectiveness for all events.Review ticketing-related audience communications and Know Before You Go campaigns. Oversee ticketing customer service inquiry responses across email, phone, social media and in-person. Serve as the final point of escalation for ticketing customer service inquires.Monitor financial reporting and reconciliation with the Business Office and external partners. Direct cash-handling and point of sale procedures. Ensure compliance with state law and university policies pertaining to ticketing and financial management.Develop and manage the Ticketing department operating budget.Direct the patron concierge ticketing program. Ensure appropriate service levels for all VIP constituents.Direct ticketing support for all Development ticketed activities including special events, sponsor recognition and benefits, and sponsor activations.Direct ticketing support for all Education and Engagement ticket programs and ticketed activities.Perform other related functions as assigned. This job description may not contain of all assigned duties, responsibilities, or aspects of the job described.