Director of Ticketing, Texas Performing Arts

Job Posting Title:

Director of Ticketing, Texas Performing Arts

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Hiring Department:

Texas Performing Arts

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

Texas Performing Arts (TPA) is the performing arts presenting and producing program of the University of Texas at Austin (UT). One of the largest and most active university-based performing arts centers in the U.S., TPA is an anchor institution in Austin’s arts, cultural, and entertainment landscape.  TPA operates venues on the UT campus including Austin’s largest theater, Bass Concert Hall. Its public programs include Broadway in Austin; an international season of dance, theater, music and more; and the Texas Welcomes series of popular touring artists. TPA is part of UT’s College of Fine Arts and engages students across the university in creative experiences.

TPA employees receive UT Austin’s outstanding benefits package, including:

• 100% employer-paid basic medical coverage 
• Retirement contributions 
• Paid vacation and sick time  
• Paid holidays  
• Other services and perks

Purpose

The Director of Ticketing is responsible for all aspects of TPA’s event ticketing sales and service. Reporting to the Director of Marketing & Sales, the position leads a team of four full-time staff and a large group of part-time personnel to create a seamless ticketing experience for patrons and achieve TPA’s revenue and attendance goals. The Director of Ticketing works with a wide range of internal colleagues and external partners to successfully present one of the nation’s widest-ranging performance lineups.

Responsibilities

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 TPA’s 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 TPA’s 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 TPA’s constituent relationship management (CRM) system strategy to meet the needs of the Development, Marketing & 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 TPA’s 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 & 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. 

Required Qualifications

• At least seven (7) years of management experience in professional performing arts, entertainment, events or athletics ticketing.
• Demonstrated experience managing advanced functions of an enterprise-level event ticketing system such as Paciolan, Tessitura, AXS or Ticketmaster.
• Demonstrated accomplishment managing a venue ticketing team.
• Have demonstrated competencies in: Accuracy and Attention to Detail, Effective Communication (written and spoken), Initiative, Interpersonal Relationships, and Problem Solving.

Preferred Qualifications

• More than the minimum required years of experience.
• Experience managing ticketing in a performing arts center, particularly a multi-venue center.
• Experience managing ticketing in multiple sectors of the performing arts and entertainment including Broadway or other subscription series; one-night concerts, comedy and special attractions; and performing arts programming.
• Experience managing ticketing in an organization that focuses on member services and fundraising.
• Technical skills such as database administration, SQL, data analytics, dashboard creation, HTML, and report writing.
• Experience working effectively with co-promoters, visiting productions and other outside clients.
• Interest in and strong commitment to the mission and programs of Texas Performing Arts and the University of Texas.
• Relevant professional education or credentials.

Salary Range

$90,000+ depending on qualifications

Working Conditions

• This position is 100% on-site at Texas Performing Arts and requires full-time residence in the greater Austin, Texas, area.
• Repetitive use of a keyboard at a workstation. Prolonged screen time.
• Regular and punctual attendance at workplace with flexibility for early morning, evening and weekend work related to performances and events.
• Use of manual dexterity.
• Pushing, pulling, lifting, and moving up to 40 lbs.

Work Shift

• 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.  Work will exceed 40 hours per week at peak times. A compensatory time program is provided.
• Occasional weekend or overnight travel may be required.

Required Materials

• Cover letter detailing interest in and qualifications for this specific opportunity.
• Resume/CV
• 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.

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left-hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.