The Director, Ticketing Services position is responsible for maintaining and improving the daily operations of the Ticketing Services department for Segerstrom Center for the Arts, which is comprised of three areas: Box Office, Season Ticket Office, and Omnichannel Contact Center. Additionally, the Director will work collaboratively with other departments to ensure a seamless patron experience at events both on site and out in the community.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Direct supervision of Box Office Manager, Season Ticket Manager, and Contact Center Manager
Set up all fan club and VIP holds and managing ticketing inventory through the sale cycle
Proofing of marketing materials.
Work in conjunction with marketing to ensure that promotions are set up and communicated to ticketing staff and the public accurately
Liaison to touring companies for establishing ticketing needs prior to the run of the show
Ensures accurate and highly accountable financial reconciliation reporting for the department
Maintain and improve the customer service resolution process to ensure consistent, efficient and timely responses to customer issues, requests and complaints from multiple departments
Ensure all ticket related settlement obligations are met Help recruit, manage, train and ensure retention of ticket services staff
Ensure all ticketing employees appropriately, accurately and consistently represent Segerstrom Center for the Arts in a professional manner in all communications with the public
Recommend policies and procedures to support high levels of customer service
Create Customer Service Specialist schedules that ensure hourly budget adherence while maintaining appropriate service levels in our Omnichannel contact center and Box office
Set up & manage event on-sales
Research, identify, and implement industry best practices
Partner with Director, Audience Services to ensure the best working environment for all Guest Services staff.
EDUCATION and/or EXPERIENCE
Bachelor’s degree or equivalent combination of education and experience.
Minimum of 5 years ticket office management experience including scheduling of part time employees
Proven strong computer aptitude with emphasis on skills in Excel
Proven track record of providing high level customer service
Strong familiarity with Tessitura software a plus
Knowledge of When to Work scheduling program a plus, but not necessary
Segerstrom Center for the Arts in Orange County, California engages new and existing audiences with one of the most respected and eclectic performing arts programs in the country that offers an internationally acclaimed dance series, top Broadway shows, intimate performances of award-winning jazz and cabaret stars, leading artists from classical music, family entertainment, up-and-coming indie ban...ds, contemporary theatre and performance artists, and many more.
World premieres, free performances, festivals, workshops and other innovative programs invite audiences to explore the arts in new ways. And, each year the Center impacts the lives of hundreds of thousands of students through engaging education programs that enhance their creative development, excite their imaginations and improve their academic performance.
Segerstrom Center for the Arts—a place of innovation and tradition where creativity, culture and community connect.
To learn more about the responsibilities and qualifications of the position, please visit our website – www.scfta.org and follow the link to “Careers at the Center.”