Full-time Director, Ticketing Services

Houston Ballet•Houston, TX

1d•Onsite

About The Position

The Director of Ticketing Services leads the strategy, systems, staff, and daily operations connecting patrons to Houston Ballet performances, from purchase through attendance. Reporting to the Chief Marketing Officer, this role owns Tessitura administration for the Marketing Department, Box Office leadership, pricing support, reporting accuracy, and front-of-house patron services. The position works collaboratively to support Development, Artistic Planning, Education & Community Engagement, IT, Finance, and Executive Leadership. This role requires evening and weekend availability to support performances, providing regular opportunities to experience the artistry, energy, and excitement that define Houston Ballet.

Requirements

5+ years hands-on Tessitura experience
5+ years managing ticketing, Box Office, or audience services staff
Experience in a large, high-volume performing arts organization (ballet, opera, symphony, theater, or similar)
Deep knowledge of season builds, seat maps, pricing, promotions, subscriptions, reporting, and financial data within Tessitura
Demonstrated ability to manage high-volume sales (subscription, single-ticket, group), performance-day operations, and complex patron issues
Understanding of how ticketing supports marketing, revenue, finance, donor relations, and access programs
Experience using dynamic pricing software

Nice To Haves

Experience with TRG preferred

Responsibilities

Act as primary business owner/expert user of Tessitura, ensuring accuracy of records, seat maps, pricing, subscriptions, and reports.
Build and test all performance setups (120+ performances annually, including 6 main productions and 40 Nutcracker shows) before on-sale.
Partner with IT and vendors (Jixaw Technologies, Prospect2) on integrations, upgrades, and troubleshooting; participate in Tessitura User Group meetings.
Lead a team of 5 full-time staff and 10–15 part-time representatives: hire, train, schedule, coach, and cross-train to avoid knowledge gaps.
Stay hands-on with core ticketing functions and model steady, solutions-focused leadership during high-pressure periods.
Balance competing priorities of Marketing's growth goals, Development's donor relationships, Finance's revenue targets, and Community Engagement's access goals through clear trade-off communication.
Support Front of House during performances and help resolve urgent day-of issues in coordination with ushers, security, and building staff.
Own the patron-centered approach to ticket purchases, exchanges, and complaints.
Resolve escalated concerns fairly and consistently and respond calmly to performance-day issues (seating, access, scheduling, staffing).
Support pricing and inventory decisions, including dynamic pricing for high-demand shows like Nutcracker, that balance access, satisfaction, and revenue.
Collaborate with Marketing, Development, Finance, and Executive Leadership on pricing strategy, discount timing, and demand trends; monitor inventory and recommend adjustments to held/released seats.
Support the Development Department with regards to coordination of complimentary tickets, held seats, and special seating for donors, sponsors, Board members, press, and community partners, treating every comp ticket as tracked inventory with real value.
Plan access initiatives proactively rather than as last-minute fill.
Support campaign planning, audience segmentation, and promotions (e.g., Ticket Tuesday, BOGO offers) using customer data.
Track sales trends and conversion across web, phone, and subscription channels.
Support participation in the shared Data Center database with other Houston arts organizations, protecting patron privacy.
Serve as the bridge between Ticketing and Finance, ensuring correct GL coding, accurate revenue/attendance data, and coordinated season setup across fiscal years.
Prepare year-end reports (attendance, revenue, comps, donations) that are clear and audit-ready for funders and grants.
Guide the patron-facing purchase experience (navigation, checkout flow, accessibility, conversion) in partnership with IT and external vendor relationships.
Manage Tessitura–Prospect2 integration for confirmations, reminders, and marketing communications.

Benefits

Comprehensive coverage for medical, dental, and vision care.
Plans with low-cost or zero monthly premiums.
Paid life and AD&D insurance.
Versatile spending accounts.
403(b) plan with a 5% annual contribution from Houston Ballet.
3 weeks of paid vacation.
10 paid sick days.
10 paid holidays.
Paid parental leave.
Access to online training and professional growth resources specific to arts management.
Discounted and complimentary tickets to ballet performances and other Houston theater district venues.
Exclusive partnerships with local businesses and eateries.
Access to on-site gym.
Counseling services through employee assistance plan.