Manager, Digital Platforms

New York City Ballet•New York, NY

1d•$75,000 - $85,000•Onsite

About The Position

The Manager, Digital Platforms is part of a digital team within the company’s fast-paced Marketing and Media department, and plays a key role in supporting the digital efforts and goals of the New York City Ballet and the David H Koch Theater, working closely with all facets of the institution. The Manager owns the day-to-day operation, quality assurance and platform execution of NYCB’s digital properties (nycballet.com and davidhkochtheater.com) and their integrated e-commerce functions, translating the strategy set by the Director, Digital Platforms into reliable, well-tested and durable digital experiences. At its core, this is a platform and commerce role: the Manager works with content and creative assets supplied by colleagues in the Marketing and Media department and supports the Director in managing the systems, vendor coordination, and testing that keep ticket sales and patron experience running smoothly while also managing a coordinator and interns in support of that work.

Requirements

Bachelor's Degree and 5+ years' experience in developing and/or managing content for websites and applications, including experience working with HTML and CSS
Strong knowledge of CMS applications and project management tools, including Airtable, Trello and Freshdesk, as well as Google Analytics 4, Google Tag Manager, Google Search Console, and ElasticSearch/Swiftype
Experience with virtual waiting rooms, CrowdHandler a plus
Familiarity with CRM systems, Tessitura preferred, and REST API website integrations
Experience working with external web developers to build and launch digital properties and familiarity with content migration and UAT processes
Familiarity with digital signage media management systems, SignageLive experience a plus
Familiarity with managing email marketing platforms, Wordfly experience a plus
Familiarity working with and managing digital asset management platforms, Vimeo and Cloudinary a plus
Experience with Adobe Creative Suite, Photoshop in particular, a plus
Experience with PCI Compliance requirements in an e-commerce environment
Familiarity with e-commerce/ticket sales compliance requirements a plus
Understanding of cross-browser/platform issues and code solutions
Working knowledge of website metric analytics
Knowledge of uploading podcast files for distribution on major podcast hosting platforms and an understanding of how to generate, validate, and troubleshoot an RSS feed URL a plus
Excellent project/workflow management, problem solving, analytical, written and oral communication skills
Ability to work both independently and collaboratively as part of a team
Capacity to communicate technology issues to both technical and non-technical audiences
Ability and willingness to work occasional evenings and weekends
A demonstrated interest in the arts/culture, ballet and/or NYCB a plus

Nice To Haves

Experience with virtual waiting rooms, CrowdHandler a plus
Familiarity with digital signage media management systems, SignageLive experience a plus
Familiarity with managing email marketing platforms, Wordfly experience a plus
Familiarity working with and managing digital asset management platforms, Vimeo and Cloudinary a plus
Experience with Adobe Creative Suite, Photoshop in particular, a plus
Familiarity with e-commerce/ticket sales compliance requirements a plus
Knowledge of uploading podcast files for distribution on major podcast hosting platforms and an understanding of how to generate, validate, and troubleshoot an RSS feed URL a plus
A demonstrated interest in the arts/culture, ballet and/or NYCB a plus

Responsibilities

Execute on content management and development needs for two CMS driven, content-rich websites with integrated e-commerce systems — nycballet.com and davidhkochtheater.com — to maintain, create, and deploy compelling and effective consumer-centric experiences
In conjunction with the Director, Digital Platforms, work with marketing, IT, Box Office and Customer Care teams to achieve the build-out of annual NYCB and DHKT seasons, making the site/s ready for all ticket on sales, including thorough QA to assure that all business practices are maintained; and to develop and maintain ongoing documentation of required business rules and practices surrounding season builds and ticket on sales
Serve as contact with internal clients, DHKT renters, and digital marketing staff at Lincoln Center for the Performing Arts (LCPA) to gather and publish content in various CMS systems on nycballet.com, davidhkochtheater.com, and lincolncenter.org, executing placement and scheduling per priorities set by the Director, Digital Platforms and reflecting the organization’s increased focus on DHKT third-party rentals as a revenue stream
Serve as contact with digital marketing staff at Lincoln Center for the Performing Arts (LCPA) to publish NYCB content on their campus-wide digital landscape in promotion of the NYCB brand and season.
Own quality assurance for nycballet.com and davidhkochtheater.com — establishing and maintaining QA standards and testing documentation, proactively testing functionality ahead of launches, monitoring critical user journeys (including the ticket purchase path), and identifying, prioritizing, tracking, and resolving issues, escalating to IT or vendors as needed and validating fixes after upgrades and patches
Serve as the primary project manager for external vendor work on new feature builds, enhancements and platform upgrades across the content sites and ecommerce paths (including checkout and compliance-related updates) once scope and business rules are established, managing timelines, testing and delivery in close consultation with the Director, Digital platforms
Work with various in-house stakeholders/departments to determine requirements and document specifications for all digital projects in conjunction with the Director, Digital Platforms
Coordinate with Creative Services and Media to source photography, video, and other digital assets needed for website updates
Coordinate with appropriate internal and external parties to strategize/schedule/publish the content for the David H. Koch Theater (DHKT) digital landscape lobby monitors to communicate company and renter activities in a timely manner for optimal promotion
Support day-to-day technical and operational coordination with secondary/resale ticket marketplaces and third-party ticketing and third-party ticketing distribution partners in conjunction with the Director, Digital Platforms
Manage CMS user permissions, workflows, and governance across nycballet.com and davidhkochtheater.com — including onboarding and offboarding staff and contractor access — to maintain platform integrity and reduce errors
Build new pages in existing website templates with accessibility and SEO best practices in mind, adhering to web template and style guides, ensuring text and images translate to and are displayed properly and accurately on all platforms
Utilize Google Analytics 4 and Google Looker Studio to report on website performance in a monthly dashboard, monitor website performance in Google Search Console and Swiftype, adjusting as needed
Maintain digital content style guides for text and visual assets as well as an organized archive of work/assets for future reference
Manage the NYCB and DHKT virtual waiting rooms and associated IP management, including monitoring and configuring bot/queue protection and fraud-prevention guardrails (e.g., 3D Secure checkout settings) in coordination with the Director, Digital Platforms and IT
Own email marketing automation: segmentation, triggered/automated campaigns, templates, and reporting — including performance reminders and other transactional NYCB and DHKT, and future triggered/automated campaigns related to personalization initiatives in support of a broader data and personalization strategy
Provide patron customer service as needed, and in line with the Call Center, when a user has technical transaction problems
Maintain current, in-depth knowledge of the Tessitura software system as it pertains specifically to season builds, e-commerce and fundraising features and API changes, staying current on new features introduced in regular platform upgrades.
In conjunction with Director, Digital Platforms, manage all team proxy email accounts
Manage team coordinator and intern/s
Assist with other department activities as needed