Director of Ticketing

Long Center for the Performing Arts; Austin (TX); Hybrid; USD 90,000 - 130,000; Full time

Job summary

The Long Center for the Performing Arts in Austin, TX is seeking a Tessitura champion to lead our Ticketing department. The Director of Ticketing will oversee box office, revenue operations, and customer experience, ensuring efficient systems and Hospitality-driven service.

Responsibilities include strategic leadership of Tessitura, budgeting, cross-functional collaboration, and staff development in a hybrid work setting at the Long Center campus with remote flexibility as needed.

Qualifications

• 7+ years in ticketing, arts administration, or venue operations.
• Advanced Tessitura expertise including pricing, zones, and reports.
• Proven experience leading customer-facing teams and setting service standards.
• Experience managing budgets and cross-functional projects.

Responsibilities

• Supervise Box Office to ensure efficient online ticketing, call center, and group sales with high customer service.
• Set benchmarks, sales goals, service standards, and performance metrics; ensure they are met and evaluated.
• Manage contracts and relationships for external cultural organizations through a centralized box office program.
• Handle accounting and financial operations including deposits, refunds, and settlements.
• Oversee event builds, inventory, dynamic pricing, promotions, and ticket fulfillment processes.
• Oversee Tessitura and other patron-facing technologies; ensure data integrity and system optimization.
• Supervise the Database Manager and DBA for constituent management, reporting, and BI processes.
• Partner with Development, Marketing, Sales, Programming, Operations, and Finance to maximize patron data use and reporting.
• Ensure proper utilization, maintenance, training, and support for Tessitura and integrated technologies.
• Assist with budgeting, forecasting, staffing, and planning for patron experience initiatives.
• Collaborate with leadership to implement customer service, audience development, accessibility, and retention strategies.
• Lead, coach, and develop direct reports to foster a high-performing team.

Skills

Tessitura expertise

Customer service leadership

Data analysis

Budgeting & financials

Cross-functional collaboration

Problem solving

Education

Bachelor's degree in arts administration or related field

Tools

Tessitura CRM

SQL/BI tools

Microsoft Excel

Job description

About The Long Center

For Austinites of every background, the Long Center is the community gathering place that offers the most diverse programming and stunning views of the city, so that together, everyone can experience remarkable live arts and entertainment. Join us!

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 the following benefits:

• health


• dental


• vision


• 401k plan with employer match


• generous paid time off


• 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.