Director of Ticketing

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. Oversee strategies for inbound and outbound 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 experiences. Represent the TPA ticketing team to vendors, other university departments and external stakeholders. Cultivate relationships with organizations and patrons to advance initiatives that grow audiences, increase patronage and support fundraising. 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 requirements for accessibility. 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 Ticketing teams. Create and implement strategies for data management related to donor and member accounts. Participate in the procurement and contracting processes for ticketing equipment, systems and services. Operations and Management: Direct the creation of long-term and short-term daily operating plans for all aspects of the Ticketing department. Review and revise operating plans as necessary. Maintain and communicate TPA ticketing policies. Direct event builds and on-sales. 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 during on-sales. Oversee all reporting, audits and ticket office settlements. Direct day-of show Ticket Office operations with the Ticketing team. Ensure appropriate staffing levels and operational effectiveness for all events. Review ticketing-related audience communications and Know Before You Go campaigns. Oversee customer service inquiry responses across email, phone, social media and in- person. Serve as the final point of escalation for 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. Collaboratively support all Development ticketing activities including special events, sponsor recognition and benefits, and sponsor activations. Other duties as assigned.