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Associate Director, Ticketing

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Texas Performing ArtsAustin, TX
  • The Associate Director, Ticketing of Texas Performing Arts at UT Austin is a departmental leadership position responsible for ticket sales and service for events presented, produced, or supported by Texas Performing Arts. Reporting to the Director of Ticketing & Guest Services, the position creates a frictionless ticketing experience that connects audiences with artists.
  • The position is responsible for advancing Texas Performing Arts’ business objectives and ticket sales goals through the effective use of the ticketing system.
  • Ticket Office Management: Manage the day-to-day ticketing operation, including phone and web sales, refunds and exchanges, customer inquiries, and scheduled or on-demand reporting.
  • Create a frictionless ticketing experience for audience members with a focus on guest experience.
  • Build or modify events in the ticketing system, including coordination of seat pricing, packages, holds, kills, and other details with all relevant internal and external stakeholders.
  • Manage inventory and pricing on an ongoing basis to meet or exceed revenue goals and respond to real-time demand.
  • Handle priority ticketing requests with concierge-level service acumen, including complimentary, membership, VIP, and other requests.
  • Oversee chargebacks, ticketing system balancing, and regular reconciliation.
  • In close coordination with the marketing & communications and development teams, maintain the unified customer relationship management database with a focus on data hygiene.
  • Oversee integration and synchronization with other systems and databases.
  • Lead focused analytic and data maintenance projects.
  • Create lists, output sets, extractions, and segmentation.
  • Generate business insights from ticketing data.
  • Develop and manage ticketing operations budgets.
  • Evaluate and implement new ticketing technology on an ongoing basis to ensure that Texas Performing Arts provides the most current ticketing experience and utilizes the most efficient and effective processes in its ticketing operations.
  • Ensure compliance with state law and university policies pertaining to ticketing and financial management.
  • Event Operations: Provide frontline, hands-on customer service at events as scheduled.
  • Lead access management (ticket-taking) and create a seamless arrival experience with the guest services team.
  • Collaborate with the programming, marketing/communications, development, and ticketing teams to ensure cohesive, accurate and timely information is provided to guests.
  • Respond to guest ticketing inquiries and engage with guest feedback in direct and public messaging through all communication channels.
  • Track and continuously seek to improve key ticketing service metrics.
  • Conduct real-time and follow-up ticketing issue resolution.
  • Conduct customer service de-escalation and negative customer service interaction follow-up.
  • Oversee the accurate creation and maintenance of settlement documents.
  • Participate in event day settlement of audits and internal event settlements.
  • Team Leadership: Recruit and maintain a diverse, well-qualified group of part-time and student ticket office staff.
  • Manage staff training, values, communications, appearance, operations, and post-event reporting.
  • Coordinate ticketing staff payroll and participate in ticket staff budget planning, tracking, and expense reconciliation.
  • Develop and maintain protocols, scripts, and reference materials for ticketing staff.
  • Perform other related functions as assigned.
  • This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described.
  • Required Qualifications *
  • At least five (5) years of ticketing experience in a professional performing arts, entertainment, events, or athletics venue.
  • Demonstrated experience managing advanced functions of an enterprise-level professional event ticketing system such as Paciolan, Tessitura, or Ticketmaster.
  • Demonstrated passion for delivering memorable guest experiences and accomplishment creating a culture of hospitality.
  • Demonstrated managerial skill recruiting and leading staff with various levels of experience.
  • Demonstrated management-level proficiency with ticketing systems and processes including event builds, sales, subscriptions, reports, dynamic pricing, guest lists, memberships, list outputs, and audits.
  • High level of proficiency with office technology such as Excel, PowerPoint, Word, Outlook, Slack, and Zoom.
  • Effective Communications: Demonstrated understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  • Accuracy and Attention to Detail: Demonstrated understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
  • Service Excellence: Demonstrated knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
  • Problem Solving: Demonstrated knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
  • Relevant education and experience may be substituted as appropriate.
  • Experience managing ticketing operations in a performing arts venue, particularly in a multi-venue center.
  • Experience with ticketing operations in an organization that focuses on member services and fundraising.
  • Demonstrated experience with key guest service concepts including service strategy design, exceptional service delivery, and recovery from service failures.
  • Experience in a large, complex, or public organization such as in institution of higher education or similar setting.
  • More than the minimum required years of experience.
  • Three or more years of experience working in a supervisory capacity.
  • Technical skills including database administration, SQL, data analytics, dashboard creation, and report writing.
  • Experience working effectively with outside event promoters, visiting productions and artists, or other types of outside event partners.
  • Experience ticketing virtual and hybrid events.
  • Fluency in a language other than English.
  • Experience in teaching, mentorship, or training roles; experience mentoring part time and student employees.
  • Interest in and strong commitment to the mission and programs of Texas Performing Arts.
  • Familiarity with Texas Performing Arts venues; familiarity with Austin-area venues.
  • Demonstrated commitment to diversity, equity, and inclusion in past work roles.
  • Relevant professional education or credentials.
  • This job requires a driver's license.
  • If not currently a Texas resident, a Texas driver's license must be obtained within 30 days of becoming a Texas resident.
  • $65,000+ depending on qualifications.
  • This in-person position is based in Austin, Texas and requires full-time residence in the greater Austin area.
  • This position may allow for occasional instances of remote work on a very limited basis.
  • Standing and walking for extended periods of time is required.
  • Repetitive use of a keyboard at a workstation.
  • Prolonged screen time.
  • Use of manual dexterity.
  • Pushing, pulling, lifting, and moving up to 30 lbs.
  • Evening, weekend, and holiday work, including “on-call” times, are required in connection with performances and events.
  • Working shifts may include extended daily hours in connection with performances and events.
  • A compensatory time program is provided.
  • Cover letter detailing interest in and qualifications for this specific opportunity.
  • 3 work references with their contact information; at least one reference should be from a supervisor.
  • References will not be contacted without prior approval of the candidate.
  • Work samples may be requested if applicant advances to the interview stage.
  • For more information and to apply for the Associate Director, Ticketing position at Texas Performing Arts, please visit
  • Job Type: Full-time
  • Pay: From $65,000.00 per year
  • Employee assistance program
  • Health savings account
  • Texas Performing Arts is committed to the health and safety of our guests, artists, staff, and community.
  • We have made changes to our venues and implemented protocols in accordance with current health and safety guidelines and State law.
  • Work Location: One location

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