Ticketing System Specialist

National Geographic Society; Washington (District of Columbia); On-site; USD 64,000 - 67,000; Full time

Benefits offered by this job

Medical insurance

Wellness program

401(k) matching

Paid time off

Paid holidays

Parental leave

Learning & development

Lifestyle Spending Account

Pet adoption assistance

Transportation benefits

Life insurance

Disability benefits

Employee discounts

Job summary

National Geographic Society is seeking a Ticketing System Specialist to support a complex museum admission ticketing system for a 7-day operation. You will work with the Ticketing System Administrator to ensure smooth on-site and digital ticketing experiences for visitors at Base Camp facilities.

The role includes system support, front-of-house assistance, cross-department coordination, and analytics reporting.

Qualifications

• Experience with at least one ticket sales software and multiple CRMs.
• Strong communication and customer service mindset.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Maintain and update system configuration and business process documentation.
• Build and manage coupon codes for internal stakeholders and promotions.
• Monitor daily capacities to optimize revenue and survey scores.
• Coordinate with vendors on deliverables and test new features in staging.
• Provide front of house escalations and ticket lifecycle management.
• Support cross-department projects and intake forms for events.

Skills

Ticketing software experience

CRM experience

Customer service mindset

Effective communication

Multitasking

Education

Bachelor’s degree in related field

Tools

Salesforce

Microsoft Office

Google Workspace

Job description

How You’ll Contribute

The Campus and Experiences division creates and supports inspirational experiences for live audiences and delivers excellent service and operations at National Geographic Society facilities. The division is responsible for our Base Camp headquarters, including all aspects of the Museum of Exploration. This division also produces and generates revenue through National Geographic Live, Speakers Bureau and National Geographic’s Traveling Exhibitions programs. The Ticketing System Specialist supports a complex, multi-integration museum admission ticketing sales system and a robust museum operation, helping to ensure that ticketing operations function seamlessly to provide museum visitors with the best possible experience, and ensuring that ticketing system functions are appropriately overseen and operated for our 7-day-per-week museum operation. This position reports to the Ticketing System Administrator.

Schedule: Wednesday-Sunday

Your Impact

Responsibilities Include

System Support (40%)

• Maintain and update documentation for system configuration, business processes, system upgrades/customizations, and naming conventions
• Build and maintain coupon codes for internal stakeholders and marketing promotions
• Monitor and manage daily capacities for maximum revenue and visitor survey scores
• Support Ticketing System Administrator in large ticket builds and on-sales
• Coordinate with ticketing vendor on their deliverables and test new functionality in the staging environment

Front of House Support (25%)

• Serve as the level 1 escalation for front of house staff troubleshooting and support
• Escalate tickets to NGS Technology and vendors as needed and manage the ticket lifecycle through to QA and completion
• Provide visitor support in the Call Center and at the Welcome Desk as needed

Cross-Departmental Support (25%)

• Provide project management support with internal coordination efforts
• Manage all ticketing system intake forms, including new event builds, coupon codes, and other one-off ticketing configuration requests

Analytics & Reporting (10%)

• Provide sales and operational reporting support
• Distribute one-off special request reports as needed

Educational Background

Bachelor’s degree in related field preferred

Minimum Years And Types Of Experience

3 years of experience with at least one year of ticket sales system or CRM experience

Necessary Knowledge and Skills

• Experience using at least one ticket sales software
• Experience using multiple CRMs. Salesforce experience a plus
• Knowledge of Microsoft Office programs and Google Workspace
• Strong multi-tasking skills and attention to detail
• Ability to collaborate and communicate effectively across multiple divisions with varying technical understanding
• Ability to work in a fast paced, multi-phase project environment with shifting priorities
• Proactive, positive, customer service mindset

Supervision

None

Salary Information

The National Geographic Society offers a competitive and holistic total rewards package. Our compensation structure and transparent pay philosophy are based on industry-specific market data for similar-sized nonprofit organizations.

The salary range for this position accounts for a wide range of factors including but not limited to organizational need; specific skill sets; experience and training; certifications; and more. At the National Geographic Society, individuals are typically hired at or near the starting point of the salary range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

The salary range for this position is $63,650.00 - $67,000.00.

• medical, dental, and vision insurance
• engaging and comprehensive wellness program
• 401(k) retirement savings plan with matching contributions after 6 months of employment
• flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave
• 12 paid holidays and a paid winter break between December 25 and 31 (May not apply to all roles that are required to work during high volume seasons or essential workers. Please check with the hiring manager for confirmation.)
• paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits
• learning and development opportunities
• Lifestyle Spending Account
• pet adoption assistance and insurance
• pre-tax transportation benefits with a generous employer subsidy
• employer-paid life insurance and disability benefit
• a variety of National Geographic discounts and perks

Job Designation

On-Site Flex - Staff members who must be physically present at Base Camp to do the vast majority of their work supporting overall building and museum operations. On-Site Flex staff hours are determined in consultation with supervisors, and are responsive to the needs of the MOE and other building operations, often including nontraditional (M-F, 9 a.m. - 5 p.m.) work hours.

Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.