Director of Ticketing

POSITION SUMMARY

The Director of Ticketing oversees the strategy and execution of all ticketing and box office functions. This role has direct oversight and responsibility for the creation and execution of all ticketing functions for all ticketed events managed by the organization. He/she must work closely with Erie Events ticketing platform provider, event promoters, premium clients, general patrons and internal departments to ensure successful ticketed events throughout Erie Events facilities.

QUALIFICATIONS

• 3-5 years of progressive leadership experience in ticketing and box office operations within a theatre, concert venue, performing arts center, or similar live entertainment environment preferred.
• Hands-on experience with AXS Ticketing System preferred.
• Experience in deescalating and resolving customer service issues calmly and professionally.
• Practical knowledge of payment handling, settlement processes, and reporting.
• Strong analytical, organizational, and written/verbal communication skills.
• Proficiency with Microsoft Excel, Word, Outlook, and staff scheduling software.
• Ability to work flexible hours, including nights, weekends, and holidays, as onsite presence for venue activity sometimes required.
• Ability to work in a sometimes fast-paced, high stress environment.
• Commitment to follow and support the mission and values of the organization is non-negotiable.

JOB DESCRIPTION

This position will oversee the day-to-day activities of all ticketing functions for the organization. This includes but is not limited to: overseeing box office personnel, preparation and planning for upcoming ticketed events, managing current shows on sale, customer inquiries, ticket sales tracking, ADA accessibility requests, VIP/guest lists, complementary tickets, and inventory controls.

The Director of Ticketing will hire, supervise, schedule, train, and handle biweekly payroll for all box office employees. He/she will supervise the Box Office Manager and Assistant Box Office Manager. This position will work closely with event promoters to ensure all ticketing needs are met prior to, during and after each event. He/she will handle monetary advances for shows on an as needed basis. He/she will efficiently resolve patron inquiries, and any ticketing issues that arise. This position will oversee the end-to-end ticket lifecycle which includes: show builds, on sales, price scaling, and show settlements.

This role will work directly with entertainment venue tenants in various capacities to ensure we are meeting or exceeding expectations. He/she will collect and analyze data, create reports, and identify trends related, to among other things, ticket buyer behavior. He/she will play a critical role in analyzing data and making strategic recommendations to improve results in key measurement areas. This role must have practical knowledge of all payment handling, and settlement processes. He/she will be the organization's main point of contact, acting as our Erie Events liaison with our ticketing platform. He/she will work closely with our ticketing platform provider to maximize this tool for ticket sales and marketing. He/she will work alongside sales and marketing departments to set up various ticket discounts and promotions. He/she will participate in ticketing platform trainings, conferences and maintain regular communication with our assigned platform contacts. This role will handle system configurations, assist with show builds, creating and interpreting analytics, and assist with any troubleshooting issues that may arise. The Director of Ticketing will need to work closely with internal departments on pricing, promotions, and patron communication utilizing cross-department communication tools established by the organization. This role will hold ultimate responsibility for resolving all patron concerns either directly or through supervised staff. He/she will analyze ticketing and attendance data on show activity. Provide analytics data to the organization as requested. He/she will assist in the preparing, implementing, and controlling all aspects of season ticket renewals, season ticket on sale, pricing, incoming payments, and payment plans for Broadway in Erie. He/she will work with the Erie Otters throughout the season and on game nights to assist with all ticketing related issues and resolution along with fulfilling ticket requests. He/she must update and relay all box-office related event information to each department and client efficiently and effectively. He/she must continue to stay educated on industry trends and best practices through conferences, industry organizations and industry networking. He/she will oversee and responsible for annual expense budgeting for the department. He/she will work closely with colleagues to create the organization's annual budget and analyze results on a monthly basis.