The Director of Ticketing Services and Sales provides operational direction for the Ticketing Department including staff management and performance metrics to ensure a quality guest experience. Ideal candidates would have proven success in leading and managing 15+ employees in a varying roles in a ticketing environment and would possess the following competencies and be able to perform the listed duties.
Customer Focus - Knowing and anticipating customers’ needs and acting accordingly.
Leadership - Achieving results through people by successful objective setting, performance review, motivation, delegation, team-building, commitment gains, and empowerment.
People Development - Assess skill strengths and weaknesses and determine what actions are appropriate to build and/or improve needed skills.
Problem Solving - Identify problems and issues of varying complexities and to find effective solutions.
Manage staff including recruitment, training, coaching, and performance management.
Support staff on event builds, inventory management, holds, pre-sales, up-sales, fraud detection, data governance and customer service standards in a contact center environment.
Maintain productive relationships with vendors and partners.
Develop and implement work processes to evaluate and monitor sales and customer service.
Implement solutions to increase productivity, financial results and enhance customer experience.
Partner with Marketing and Programming Departments to analyze and develop revenue goals, pricing strategies, inventory management practices, reports, and new initiatives.
Partner with Finance Dpt. to ensure timely and accurate settlements and reconciliations.
Partner with Guest Services Dpt. to provide effective guest services support to customers.
Work with the Development Dpt. to identify sales goals and deliverables.
Ensure consistent and secure controls are in place for inventory management, cash management, box office settlements, and internal audits.
Develop, manage and monitor the Ticketing Services department's annual operating budget.
Minimum 5+ years managing event ticketing operations.
Experience and enthusiasm for hiring, training, managing and coaching staff.
In-depth knowledge of ticketing system software (Ticketmaster experience preferred but not required) and proficiency with Microsoft Office products.
Experience developing and implementing quality assurance programs and measurements.
Demonstrated competencies in communication, customer service and business ethics.
Proven problem-solving, conflict resolution, negotiation, and mediation skills.
Able to work a flexible schedule including nights, weekends, and holidays when required
BA/BS Degree or any equivalent combination of training and experienced.
About Broward Center for the Performing Arts
Ranking among the top ten most-visited theaters in the world, the Center presents more than 700 performances each year to more than 700,000 patrons. Overlooking the New River in downtown Fort Lauderdale, this premier performing arts venue hosts Broadway musicals, operas, ballets, concerts, plays, multi-cultural performances, lectures, workshops and educational events; and it offers one of the largest arts-in-education programs in the United States, serving more than 150,000 students annually.