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Head of Ticketing Operations

2 months ago

Austin, Texas, United States Greater Austin Performing Arts Center, Inc. dba Long Center Full time
Position Overview

The Greater Austin Performing Arts Center, Inc. dba Long Center is seeking a dedicated professional to oversee ticketing operations as the Director of Ticketing. This pivotal role is essential for the effective management of ticketing processes and fulfillment within our Box Office, facilitating a range of programming and events.

Key Responsibilities

The primary duties of this position encompass:

  • Leadership: Supervise Box Office personnel, ensuring optimal performance in online ticketing, call center, and group sales operations, while delivering exceptional customer service.
  • Client Support: Collaborate with internal teams and external clients to build and manage events, monitor inventory and sales, and accommodate special requests, including promotional codes and complimentary tickets.
  • Contract Management: Oversee agreements and partnerships with external cultural organizations through a unified box office system.
  • Financial Oversight: Manage financial tasks such as deposits, refunds, ticketing estimates, settlements, cash/check reconciliation, and comprehensive recordkeeping.
  • Technology Utilization: Ensure effective use, maintenance, and training for all ticket office technologies, including Tessitura and associated systems.
  • Collaboration: Work alongside programming and sales teams to draft contracts for events and ensure compliance with all service agreements.
  • Event Coordination: Partner with operations, production, and Front of House teams to guarantee seamless execution of ticketed events.
  • Accessibility Compliance: Ensure adherence to ADA standards in ticketing practices across all sales platforms.
  • Problem Resolution: Proactively address challenges and oversee their resolution.
  • Strategic Planning: Contribute to the strategic planning and budgeting processes for the Box Office.
  • Sales Management: Set and achieve sales targets.
  • Team Engagement: Participate in departmental meetings and undertake additional responsibilities as required.
Qualifications

The ideal candidate will possess:

  • 7-10 years of experience in ticketing sales and customer service.
  • A minimum of 3 years in a supervisory role within an online ticketing environment.
  • Proficiency in Tessitura, with a solid understanding of constituent records, system configurations, pricing strategies, and advanced ticket order processing.
Work Environment

This position offers a hybrid work model, combining office presence with remote work flexibility. The role demands the ability to meet physical requirements necessary for the successful execution of essential functions.

Compensation and Benefits

The salary for this role begins at $75,000 annually, complemented by a comprehensive benefits package that includes:

  • 9 paid company holidays plus 2 floating holidays.
  • 4 weeks of accrued paid time off, increasing to 5 weeks after 4 years of service.
  • Fully covered medical insurance options, including a PPO plan and a high-deductible health plan with employer HSA contributions.
  • Employer-sponsored life insurance with additional options available.
  • 401k plans with employer matching after 6 months of service.
  • A flexible work environment with access to premier arts and entertainment experiences.

The Greater Austin Performing Arts Center is committed to fostering a diverse workforce and is proud to be an Equal Opportunity Employer.