Full-time Director, Ticketing Services

Houston Ballet; Houston (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Healthcare benefits

403(b) retirement plan

Paid time off

Job summary

Houston Ballet seeks a Director of Ticketing Services to lead Tessitura administration, box office operations, pricing support, and patron services. Reporting to the Chief Marketing Officer, you will manage a 5-person team and up to 15 part-time staff, driving revenue while ensuring exceptional service across performances.

You will partner with IT and external vendors, balance marketing growth with audience access, and provide accurate reporting to leadership and funders.

Qualifications

• 5+ years hands-on Tessitura experience.
• 5+ years managing ticketing, Box Office, or audience services staff.
• Experience in a large, high-volume performing arts organization (ballet, opera, etc.).
• Deep knowledge of season builds, seat maps, pricing, promotions, subscriptions, reporting, and financial data within Tessitura.

Responsibilities

• Act as primary Tessitura owner, ensure accuracy of records, seat maps, pricing, subscriptions, and reports.
• Lead a team of front-line staff and part-time representatives, providing coaching and cross-training.
• Coordinate with Marketing, Development, Finance, and Executive Leadership on pricing and inventory strategy.
• Own patron experience from purchase to attendance and resolve escalated issues.
• Collaborate with IT and vendors on integrations, upgrades, and troubleshooting.
• Prepare year-end reports on attendance, revenue, and donations for funders and grants.

Skills

Tessitura experience

Ticketing leadership

Box Office operations

Audience services

Pricing strategy

Data reporting

Team leadership

Vendor collaboration

Tools

Tessitura software

Prospect2

Jixaw Technologies

Job description

Come work with us at Houston Ballet!Join a leading nonprofit arts organization that’s redefining what ballet can be. We’re committed to inspiring a lasting love of dance through nationally recognized bold performances, new choreography, and education programs. At Houston Ballet, your creativity meets purpose—and your passion takes center stage. Whether on stage or behind the scenes, every role here contributes to something bigger. Your Passion. Our Stage.Visit: www.houstonballet.org for more information.* * * For full consideration, please be sure to combine your resume and cover letter into one document to upload when you apply.SummaryThe Director of Ticketing Services leads the strategy, systems, staff, and daily operations connecting patrons to Houston Ballet performances, from purchase through attendance. Reporting to the Chief Marketing Officer, this role owns Tessitura administration for the Marketing Department, Box Office leadership, pricing support, reporting accuracy, and front-of-house patron services. The position works collaboratively to support Development, Artistic Planning, Education & Community Engagement, IT, Finance, and Executive Leadership.This role requires evening and weekend availability to support performances, providing regular opportunities to experience the artistry, energy, and excitement that define Houston Ballet.Required Experience5+ years hands-on Tessitura experience5+ years managing ticketing, Box Office, or audience services staffExperience in a large, high-volume performing arts organization (ballet, opera, symphony, theater, or similar)Deep knowledge of season builds, seat maps, pricing, promotions, subscriptions, reporting, and financial data within TessituraDemonstrated ability to manage high-volume sales (subscription, single-ticket, group), performance-day operations, and complex patron issuesUnderstanding of how ticketing supports marketing, revenue, finance, donor relations, and access programsExperience using dynamic pricing softwareExperience with TRG preferredIdeal CandidateA calm, detail-oriented, collaborative leader who can manage systems and people, explain data clearly, and balance patron care with revenue goals, comfortable with both daily details and big-picture strategy, and able to resolve escalated issues fairly under pressure.Key ResponsibilitiesTessitura & Ticketing SystemsAct as primary business owner/expert user of Tessitura, ensuring accuracy of records, seat maps, pricing, subscriptions, and reports. Build and test all performance setups (120+ performances annually, including 6 main productions and 40 Nutcracker shows) before on-sale. Partner with IT and vendors (Jixaw Technologies, Prospect2) on integrations, upgrades, and troubleshooting; participate in Tessitura User Group meetings.Team Leadership & Box Office OperationsLead a team of 5 full-time staff and 10–15 part-time representatives: hire, train, schedule, coach, and cross-train to avoid knowledge gaps. Stay hands-on with core ticketing functions and model steady, solutions-focused leadership during high-pressure periods.Cross-Department Leadership & Front of House SupportBalance competing priorities of Marketing's growth goals, Development's donor relationships, Finance's revenue targets, and Community Engagement's access goals through clear trade-off communication. Support Front of House during performances and help resolve urgent day-of issues in coordination with ushers, security, and building staff.Patron ExperienceOwn the patron-centered approach to ticket purchases, exchanges, and complaints. Resolve escalated concerns fairly and consistently and respond calmly to performance-day issues (seating, access, scheduling, staffing).Pricing, Inventory & Revenue StrategySupport pricing and inventory decisions, including dynamic pricing for high-demand shows like Nutcracker, that balance access, satisfaction, and revenue. Collaborate with Marketing, Development, Finance, and Executive Leadership on pricing strategy, discount timing, and demand trends; monitor inventory and recommend adjustments to held/released seats.Complimentary Tickets, Access & Donor SupportSupport the Development Department with regards to coordination of complimentary tickets, held seats, and special seating for donors, sponsors, Board members, press, and community partners, treating every comp ticket as tracked inventory with real value. Plan access initiatives proactively rather than as last-minute fill.Marketing & Audience DataSupport campaign planning, audience segmentation, and promotions (e.g., Ticket Tuesday, BOGO offers) using customer data. Track sales trends and conversion across web, phone, and subscription channels. Support participation in the shared Data Center database with other Houston arts organizations, protecting patron privacy.Finance & ReportingServe as the bridge between Ticketing and Finance, ensuring correct GL coding, accurate revenue/attendance data, and coordinated season setup across fiscal years. Prepare year-end reports (attendance, revenue, comps, donations) that are clear and audit-ready for funders and grants.Website & Vendor CollaborationGuide the patron-facing purchase experience (navigation, checkout flow, accessibility, conversion) in partnership with IT and external vendor relationships. Manage Tessitura–Prospect2 integration for confirmations, reminders, and marketing communications.BenefitsHouston Ballet presents an enticing benefits package for eligible full-time employees, including:Healthcare Benefits: Embrace our comprehensive coverage for medical, dental, and vision care. Choose from plans with low-cost or zero monthly premiums, complemented by provisions for paid life and AD&D insurance, and versatile spending accounts.Retirement Plan: Secure your future through our 403(b) plan, bolstered by a substantial 5% annual contribution from Houston Ballet, empowering you to save and thrive.Paid Time Off: Embrace a healthy work-life balance with 3 weeks of paid vacation, 10 paid sick days, and 10 paid holidays. Paid parental leave is also available to support your personal milestones.Professional Development: Fuel your career ambition with access to online training and professional growth resources specific to arts management, empowering you to advance your career on your terms.Discounts and Perks: Immerse yourself in the vibrant Houston performing arts scene with discounted and complimentary tickets to captivating ballet performances and other Houston theater district venues. Enjoy exclusive partnerships with local businesses and eateries for unforgettable experiences.Wellness Programs: Prioritize your well-being with access to our on-site gym and counseling services through our employee assistance plan, providing comprehensive support for your physical and mental wellness.Inclusion, Diversity, Equity and Access StatementHouston Ballet is dedicated to creating meaningful change by cultivating a space that honors what is unique in all of us. Inclusion, Diversity, Equity, and Access (IDEA) are instrumental in the fulfillment of our mission and values. We recognize our responsibility to be an inclusive and open organization for students, artists, staff, trustees, and volunteers of all backgrounds.We are an Equal Opportunity Employer. We provide equal employment opportunities to all applicants 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. Join us, together we are Houston Ballet.Core ValuesOur shared values are essential to our success as a world-class ballet company and academy. These values guide our decisions and behaviors and shape our culture.EXCELLENCE: We are passionate about results. Our programs are recognized and awarded for excellence. We are committed to delivering quality programs at the highest standard. Work in all departments matches the caliber of the programming on stage.ENGAGED: We are proud to be a part of a company that produces art and trains artists. We attend performances and are tremendous advocates for the education and community engagement programs we offer. We are all in and well-versed in the mission of Houston Ballet.DRIVEN: We are driven to take goals and run with them. We are excited to deliver results beyond expectations. We are accountable for our actions and work. We reinvent Standard Operations Procedures, leaving our jobs better than we found them. Much of our work product becomes the standard for individuals who will fill our roles in the years to come.COLLABORATIVE: We unite around Houston Ballets mission and support each other in reaching goals. We share information widely and generously and treat our team members, customers, and patrons with respect and sensitivity. We embrace inclusion, diversity, equity, and access. We recognize our responsibility to be an open, welcoming, and anti-racist organization where students, artists, staff, trustees, and volunteers of all backgrounds collaboratively learn, work and serve. We nurture the growth and understanding of how each of us fits into the larger picture and we celebrate organizational achievements.PATRON-CENTERED: Our patrons (subscribers/supporters/donors/stakeholders) are at the center of all we do and are at the top of our minds in our decisions and actions. Our patrons are delighted by the excellent customer service they receive at every interaction at Houston Ballet.