Since 1891, New York's Carnegie Hall has set the international standard for excellence in performance, presenting exceptional concerts by the world’s finest artists on its three iconic stages, from orchestral concerts, chamber music, contemporary offerings, and recitals to jazz, world, and popular music. Complementing its performance activities, Carnegie Hall’s Weill Music Institute creates extensive music education and social impact programs that annually serve more than 800,000 people worldwide, playing a central role in fulfilling Carnegie Hall's commitment to making great music accessible to as many people as possible.

The Director, Ticketing Operations is responsible for providing leadership, strategic direction, and management for ticketing and box office operations, including customer service. This individual must have a firm grasp and perspective on contemporary, thoughtful, digital-first, and data-driven approaches.
Collaborating across the organization to support institutional objectives, the ideal candidate will be a thought partner to many business areas. They must possess analytical, collaborative, and strategic skillsets while being able to motivate and lead a top-notch team supporting ticketholders and event producers. Strong background in effective project management is required.
The ideal candidate is a team player who is excited to partner with colleagues, is quick to respond to new opportunities and vision, possesses stellar communication skills, and is comfortable navigating a large and complex organization. They are eager to identify opportunities for improvement and take satisfaction in delivering exemplary customer service while supporting the mission of Carnegie Hall.
The Director, Ticketing Operations has six direct reports (administrative and unionized staff) including some with subordinate supervision. This role is one of five Directors that make up the Marketing leadership team, including Creative Services; Digital Content and Engagement; Marketing; and Visitor Services and Volunteers.

Tasks & Responsibilities:
Leadership and Strategy

• Develop and oversee overall department goals with the Chief Marketing Officer.
• Define customer service strategy and vision; set the standard for exceptional customer service through all possible touch points, such as web, native applications, phone, and in-person.
• Research, develop, and implement effective processes to iterate current ticketing, box office, and customer service procedures.
• Monitor and assess customer feedback with an eye towards listening for opportunities to improve.
• Maintain a thorough understanding of best practices for digital ticket delivery, ticket resale practices, and fraud prevention.
• Ensure colleagues are up to date on best practices and that the department is developing their skills.
• Utilize data to drive decision-making.

Ticketing Operations and Administration

• Ensure accurate and timely event builds, including holds/kills management, scaling maps, seating manifests, holds/kills, discounts, presales, etc.
• Generate event revenue projections for the concert season and administer updates as needed.
• Monitor ticket inventory including general availability, subscription seating, hold and release schedules.
• Participate in dynamic pricing decision-making.
• Work closely with internal team members to execute successful on-sales and special promotions.
• Respond to customer service inquiries and issues. Ensure customer-facing ticketing details and communications across all platforms are accurate and of utmost clarity.
• Maintain accurate reporting. Create and verify financial reports.
• Project, track, and maintain annual departmental budget, including staffing.
• Exercise confidentiality and integrity upon handling personal and financial data.
• Stay up to date on ticketing technology and best practices.

Team Management

• Supervise day-to-day operations, including Box Office, Carnegie Charge (phone room and customer service), Patron’s Desk, Subscriptions, Group Sales, and ticketing administration.
• Build a dynamic team culture that cultivates learning, innovation, and exceptional customer service.
• Participate in union negotiations as needed.

Skills & Qualifications:

• Successful track record of personnel management and developing talent.
• Resourceful and detail-oriented budget and project manager. Ability to steward projects across multiple business areas and stakeholders.
• Self-motivated and independent thinker; ability to negotiate conflicting priorities and obtain results. Ability to thrive within an evolving set of deadline-based projects and initiatives.
• Exceptional writing and listening skills, strong communication and organizational abilities; a collaborative spirit. Outstanding attention to detail.
• Ability to utilize reporting tools and interpret data to inform business decisions.
• Ability to engage leadership and build consensus for initiatives while being receptive to feedback.
• Ability to be a part of, sustain, and grow a dynamic and vibrant team culture.
• Knowledge of ticketing technology, and ongoing curiosity in evolutions in the sector.
• Knowledge of Tessitura, as well as Microsoft Office systems including a strong Excel proficiency are required.
• A minimum of seven years’ experience in the live event industry with ticketing experience and team supervision. Experience with Zendesk or similar platforms for managing inbound and outbound calls, email, and chat-based customer interactions.
• Occasional weekends and evenings required, as well as time-sensitive responses to event-based needs.

Carnegie Hall is an equal opportunity employer, committed to diversity and inclusion in the workplace. Decisions concerning employment are made on the basis of an individual’s qualifications to contribute to meeting Carnegie Hall’s needs, and Carnegie Hall is committed not to discriminate against individuals on the basis of race, color, national origin, citizenship, religion, sex (including gender identity, gender expression or status of being transgender), sexual orientation, marital status, familial status, status as a caregiver, status as a victim of domestic violence or sex offenses or stalking, criminal convictions (except where otherwise permitted by law), arrest record, credit history, pregnancy, age, mental or physical disability, veteran or military status, reproductive health decisions, or any other characteristic protected by law.