Director of Ticketing, Texas Performing Arts

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.