Senior Director, Audience Systems and Service Operations

Senior Director, Audience Systems and Service Operations

The Senior Director of Audience Systems and Service Operations is the enterprise owner of the ticketing services, guest service systems, and operational architecture which define how audiences engage with Audience Services at Ensemble Arts Philly. This role defines operational policy, system standards, automation priorities, and governance frameworks to ensure revenue-critical infrastructure, guest service models, and processes are cohesive, scalable, and aligned with institutional priorities.

Anchored in ticketing as a core business platform, this role provides end-to-end leadership across ticketing operations, policy, vendors, and service workflows. In parallel, the Senior Director serves as the primary business owner of ticketing systems and ticketing-domain functionality within shared audience-facing platforms, and as co-decision partner in digital commerce and service delivery flows, working closely with Marketing, Information Technology, and other departments to define priorities, requirements, and governance.

Initial focus for this role is placed on stabilizing and modernizing ticketing and audience systems while eliminating manual workflows, establishing standardized operating models, and building the operational foundation for durable systems and technology governance as the organization's IT function continues to mature.

Essential Functions:

• Enterprise Ticketing and Audience Systems Leadership
• Strategic Systems Ownership and IT Partnership
• Operational Architecture and Design
• Data Stewardship and Governance
• Leadership, Culture and Capacity Building

Education/Experience: Bachelor's degree in Business Administration, Arts Administration, Information Systems, or a related field preferred. Minimum of 810 years of leadership experience in ticketing operations, audience systems, or related operational environments required.

Knowledge/Skills/Abilities:

• Strong knowledge of ticketing operations, audience systems, and customer service workflows.
• Demonstrated ability to lead cross-functional operational and systems initiatives.
• Excellent analytical, organizational, and problem-solving skills.
• Strong communication and stakeholder management abilities.
• Experience with Tessitura or similar enterprise ticketing/CRM platforms preferred.
• Comfortable working with data to form opinions and guide decision making.
• Experience with defining business requirements for complex systems integrations and related processes.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.

Direct Reports:

• Box Office Manager
• Subscription Project Manager
• Ticketing Operations Coordinator
• Ticketing Operations Associate

Working Conditions/Physical Demands:

Routine for office environment. The employee will be required to perform the essential functions of the job during evening and weekend concerts and/or events.

Resume and cover letter are required when applying for this position.

About The Philadelphia Orchestra and Ensemble Arts Philly

The Philadelphia Orchestra and Ensemble Arts Philly (POEA) brings together one of the world's preeminent orchestras with the iconic venues that have anchored Philadelphia's cultural life for nearly 170 years. As owner and operator of the Academy of Music, Miller Theater, and the Kimmel Center for the Performing Arts, and the programming partner for the historic Forrest Theatre, POEA serves as a cornerstone of the city's artistic and civic identity, welcoming one million people annually to a vibrant constellation of stages across Center City.

Representing both the world-renowned Philadelphia Orchestra and a dynamic roster of resident partners and visiting artists, POEA presents more than one-thousand events annually that represent a wide range of programming, including Broadway, classical, comedy, theater, jazz, dance, and family presentations, reflecting and serving the breadth of the region's communities. Through innovative programming, robust educational initiatives, deep commitment to diverse communities, and expanding digital platforms, POEA acts as a convener and civic partnerbringing people together, fostering dialogue, and creating an expansive, inclusive future for the arts in Philadelphia and beyond.

The Philadelphia Orchestra and Ensemble Arts is an equal opportunity employer. All applicants are considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, ethnicity, veteran or disability status.

Employees are expected to be able to perform the essential duties and responsibilities of this position, with or without job modification/reasonable accommodation. If an employee believes a job modification/reasonable accommodation is needed, please contact Human Resources so that a review can be conducted. POEA strives to comply with the accommodation provisions of the Americans with Disabilities Act, Title VII of the Civil Rights Act, the Pregnant Workers Fairness Act, and other related federal, state, and local laws.

The Philadelphia Orchestra and Ensemble Arts