Director Ticketing Services

JOB SUMMARY

The Director of Ticketing is responsible for providing leadership, strategic direction, and management for McCallum Theatre’s ticketing and box office operations. They play a critical role in shaping the patron experience—from first point of purchase through performance—ensuring that every interaction reflects the Theatre’s commitment to excellence, accessibility, and service. As the Director of Ticketing Services, you will champion a “service‑first” culture that transforms the box office from a point of transaction into a hub of hospitality. Your leadership ensures that every touchpoint, whether digital, over the phone, or in person, reflects the prestige and warmth of the McCallum Theatre. A primary focus of this role is the meticulous oversight of our Founders and Benefactor Circle concierge program. These major donors are the lifeblood of our institution, and their experience must be seamless and highly personalized. This position provides leadership for ticketing strategy, revenue optimization, and day‑to‑day operations, while fostering a welcoming and high‑performing box office team. The ideal candidate is a thoughtful leader who values collaboration, embraces innovation, and is energized by connecting audiences with live performance.

KEY RESPONSIBILITIES

Leadership and Strategy Partner with the Vice President‑Marketing/Communications to establish departmental goals that support institutional priorities and audience development. Define customer service strategy, ensuring a seamless and engaging experience through digital, phone, and in‑person interactions. Monitor customer feedback and identify opportunities to enhance accessibility, service, and overall audience satisfaction. Use ticketing data and audience insights to inform strategy, deepen engagement, and support revenue growth. Stay informed on evolving industry practices, including digital ticketing, resale environments, and fraud prevention, to protect and serve patrons. Hire, train and manage the box office employees, which currently consists of two direct manager reports and ten part‑time employees. Ticketing Operations and Administration Oversee all aspects of ticketing operations, ensuring accuracy, efficiency, and responsiveness in Tessitura event builds, pricing, holds, presales, and on sale. Manage ticket inventory in alignment with artistic, marketing, and contractual needs. Supervise and train box office team responsible for sales by phone and in person. Analyze sales performance and recommend pricing and inventory strategies that maximize attendance and revenue. Collaborate closely with colleagues from across departments to ensure successful on sale and events. Maintain clear, consistent, and patron‑friendly ticketing policies. Provide timely and accurate reporting to support organizational planning and decision‑making. Safeguard patron data with the highest standards of confidentiality and care. Evaluate and implement ticketing technologies that enhance both operational effectiveness and patron experience. Maintain all box office equipment & software (BOCA ticket printers, computers, etc.) and rectify any issues promptly and efficiently. White‑Glove Concierge Management Assign and oversee dedicated Ticketing Concierges to manage the full lifecycle of ticket order fulfillment for major donors throughout the performance season. Ensure that high‑tier requests, seating preferences, and last‑minute adjustments are handled with a “yes, and” approach, prioritizing donor satisfaction and loyalty. Anticipate the needs of our Founders and Benefactor Circle members, providing them with a streamlined, direct line of communication that bypasses standard queues. Customer Service and Care Communications Audit and refine all outbound communications including order confirmations, performance reminders, and general ticketing inquiries to move away from rigid, policy‑heavy language. Rewrite standard automated emails to lead with a welcoming, appreciative tone, focusing on the excitement of the upcoming performance rather than the “fine print.” Communicate policies with a customer‑service lens—for example, replace “No Refunds” with “All sales are final to support our nonprofit mission, but we are happy to discuss tax‑deductible donation options.” Train staff to maintain a warm, inviting demeanor in all written and verbal exchanges, ensuring every patron feels like a guest in our home rather than a number in a database. Create a ticketing environment where policies exist to provide structure, but the primary takeaway for the patron is always the warmth and excellence of the McCallum experience.

SKILLS & QUALIFICATIONS

Bachelor’s degree in business, marketing, communications, or related field. Minimum of five (5) years of experience in ticketing within a performing arts, live entertainment, or similar environment, including supervisory experience. Advanced proficiency in Microsoft Office, particularly Excel. Experience with ticketing systems; Tessitura experience strongly preferred. Demonstrated success leading and developing teams in a customer‑focused environment. Strong organizational and project management skills, with the ability to manage multiple priorities in a dynamic setting. Analytical and strategic thinker with the ability to translate data into meaningful action. Exceptional attention to detail and commitment to accuracy. Strong communication and interpersonal skills, with the ability to collaborate across departments and build trust with stakeholders. Availability of working evenings and weekends in support of performances and events.

90‑DAY REVIEW

This position is subject to a 90‑day review to assess performance and job fit.

PHYSICAL DEMANDS

Must possess strength, stamina, and mobility to perform light to medium physical work; vision to read printed materials and a computer screen and hearing and speech to communicate in person and over the telephone. Finger dexterity needed to enter and retrieve data using a computer, keyboard, tools and equipment. Ability to sit, bend, stoop and reach; lift up to 10 pounds; assisting with lifting, carrying, pushing and pulling with proper equipment. Sitting: Frequently (occurs 1/3–2/3 of time) Walking: Occasionally (occurs 1/3 of time) Stooping and twisting: Occasionally Keyboarding: Constantly Other physical activities are negligible in practice (e.g., climbing, balancing, pushing, pulling, reaching, gripping, pinching, neck rotation, foot use).

WORK ENVIRONMENT

The position operates within a professional, non‑profit performing arts theatre and its surrounding exterior grounds. The work environment includes indoor spaces such as the theatre, lobby, backstage areas, and occasionally outdoor spaces like the facility grounds. The role requires flexibility to work during theatre events, including evenings, weekends, and holidays, as necessary.

WORK AUTHORIZATION / SECURITY CLEARANCE

Proof of eligibility to work in the United States. Criminal, civil background check will be performed. The company is an equal‑opportunity employer with a drug‑free workplace.

AAP/EEO STATEMENT

McCallum Theatre provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr Arts Hacker