Director of Ticketing & Patron Services

THE POSITION

The Director of Ticketing & Patron Services is responsible for leading and managing ticketing operations for a $5M and growing ticketing operation, ensuring exceptional customer service. Utilizing data-driven sales approaches, the Director will collaborate across all departments to support institutional objectives and enhance the overall ticketing experience for patrons. The Director brings vision, innovation, and fluency in ticketing technology to optimize workflows, modernize systems, and elevate the patron experience across all platforms and venues.

This position oversees a team of full- and part-time staff and works closely with venue box offices and house management teams statewide to ensure consistent, high-quality service from ingress to egress. As a visible and public-facing leader, the Director frequently interacts with patrons, board members, VIPs, sponsors, and volunteers, and plays a critical role in shaping the overall patron journey.

MAJOR RESPONSIBILITIES

TICKETING OPERATIONS MANAGEMENT AND PATRON LOYALTY: 70%

• Cultivate a service culture that prioritizes learning, innovation, and exceptional customer care.
• Direct hiring, training, and supervision of all Box Office staff.
• Research, develop, and implement process improvements for ticketing, box office, and customer service operations.
• Ensure all customer-facing ticketing information is accurate, clear, and consistent across platforms.
• Supervise event setups, oversee seating manifests, and reconcile any discrepancies between ticket sales and finance.
• Respond promptly to customer and internal inquiries and resolve service issues.
• Oversee multiple concurrent projects, meeting deadlines while maintaining clear communication with stakeholders.
• Recommend and implement scalable technology solutions to enhance customer service and operational efficiency.
• Oversee volunteer concert greeters and related projects.

AUDIENCE DEVELOPMENT AND SALES: 20%

• Drive annual statewide earned income and audience growth by meeting new-to-file, retention, and loyalty goals.
• Use data-driven insights to inform marketing and sales strategies.
• Monitor ticket inventory, including subscription seating, holds, and release schedules.
• Implement dynamic pricing strategy decisions.

OTHER RESPONSIBILITIES: 10%

• Provide daily reporting towards the achievement of goals.
• Perform other responsibilities or assignments as required, including evening and weekend concert duty across the state.

CANDIDATE REQUIREMENTS

• Minimum of five years’ experience in a senior box office or ticketing leadership role, preferably within a performing arts or cultural institution
• Advanced, hands-on expertise with ticketing systems (with preference for Archtics and Ticketmaster)
• Strong knowledge of ticketing technology and an active interest in emerging trends and innovations in the sector
• Proven success in supervising staff and managing high-volume ticket sales operations
• Demonstrated experience and success with customer service programs and data management
• Demonstrated ability to manage multiple projects simultaneously, balancing priorities and deadlines with strong organizational and problem-solving skills
• Experience with project management
• Excellent oral and written communication skills, with a collaborative, team-oriented approach
• Ability and willingness to work evenings and weekends for concert duty across the state
• Proficiency in Microsoft Word, Excel, OneDrive, Outlook, and PowerPoint
• Valid North Carolina driver’s license and ability to travel statewide
• Bachelor’s degree required

OTHER CONSIDERATIONS:

• This is a full-time salaried position based in the Triangle region of North Carolina. The benefits package includes health insurance through Blue Cross and Blue Shield of North Carolina, long-term disability coverage, life insurance, an employee assistance program and voluntary vision and dental insurance. Enrollees in our optional 403(b) retirement plan receive an employer match and our Health Savings Account offering provides a bi-annual employer contribution.
• Because driving between worksites and to various locations may be a central function of the position, administrative staff must maintain a valid driver’s license and have reliable transportation.
• Applicants must be authorized to legally work in the United States.

TO APPLY:

Please email cover letter and résumé to:

Emma Wall, Assistant VP of Marketing & Sales

ewall@ncsymphony.org

No phone calls please.