Position Summary
The Long Center is searching for a Tessitura champion to join our team as Director of Ticketing at our beautiful performing arts center in Austin, TX. This role provides strategic leadership for ticketing operations and customer service, and is responsible for optimizing revenue opportunities, fostering exceptional guest experiences, and ensuring our systems, services, and teams operate with efficiency, accessibility, and with a commitment to genuine hospitality.
Essential Duties and Responsibilities
Ticketing and Revenue Operations
- Supervise the Box Office team to ensure online ticketing, call center, and group sales are run with the highest level of efficiency and customer service.
- Establish departmental benchmarks, sales goals, service standards, and performance metrics, ensuring goals are met and regularly evaluated.
- Manage contracts and relationships for external cultural organizations through a centralized box office program.
- Handle accounting and financial operations including deposits, refunds, event ticketing estimates, settlements, cash/check reconciliation, recordkeeping, and reporting.
- Oversee event builds, inventory management, dynamic pricing & rezoning, promotions, premium offerings, and ticket fulfillment processes.
Database Administration and Systems Oversight
- Provide strategic oversight of Tessitura and other patron-facing technologies, ensuring data integrity, system optimization, security, and organizational best practices.
- Supervise the Database Manager and contracted DBA to support the development of efficient constituent management, reporting, segmentation, and business intelligence processes.
- Partner with Development, Marketing, Sales, Programming, Operations, and Finance teams to maximize the use of patron data and reporting tools in support of organizational goals.
- Ensure proper utilization, maintenance, training, and support for Tessitura CRM and related and integrated technologies.
Strategic Leadership
- Assist with the budgeting, forecasting, staffing, and planning for daily and long-term patron experience initiatives.
- Partner with organizational leadership to develop and implement customer service, audience development, accessibility, and retention strategies.
- Lead, coach, and develop direct reports, fostering a collaborative and high-performing team culture.
- Attend departmental and leadership meetings and perform other duties and special projects as assigned.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- 7+ years of experience with ticketing, customer service, arts administration, venue operations, or a related field.
- Advanced Tessitura expertise, including constituent records, system tables, facility builds and price zones, production elements and performances, pricing and modes of sale, TNEW programming, advanced ticket order processing, reporting, integrations, and security/self-service tools.
- Demonstrated experience leading customer-facing teams and developing service standards that enhance patron satisfaction.
- Experience managing complex operational workflows, technology systems, budgets, and cross-functional projects.
- Strong analytical, communication, leadership, and problem-solving skills.
- Commitment to accessibility, inclusion, and exceptional guest service.
Physical Demands and Work Environment
This is a hybrid position with an office on the Long Center campus in Austin and the ability to work remotely as needed. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.
Benefits
In addition to salary, we offer a competitive benefits package, including health, dental, vision, 401k plan with employer match, generous paid time off, and unparalleled access to arts and cultural programming.
The Long Center is proud to be an Equal Opportunity Employer and we strive for a team that reflects Austin’s diverse culture. All applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age. or age.