Ticketing System Manager

BROOKLYN ACADEMY OF MUSIC INC•New York, NY

7d•$80,000 - $80,000•Hybrid

About The Position

Brooklyn Academy of Music (BAM) is seeking a Ticketing System Manager to serve as Information Systems’ subject matter expert for Tessitura ticketing. The role owns ticketing setup for Education programs and provides technical support, troubleshooting, and knowledge transfer to the Box Office, Cinema Operations, Guest Experience, Marketing, and other departments that set up and manage ticketing. It is the Information Systems point of contact for Tessitura ticketing questions, coordinates testing for Tessitura releases and upgrades, and provides functional support for third-party ticketing integrations. The Ticketing System Manager works under the direction of the Director of IS and collaborates with the Assistant Director of IS on back-end, database, integration, and reporting work, and with the Associate Director of IS on business processes. The role independently resolves Tessitura ticketing technical issues within its domain and owns Education ticketing setup. Box Office and Cinema Operations retain responsibility for their own ticketing setup, policies, and operational decisions. Cross-divisional, vendor-contract, or budget issues are escalated to the Director of IS; back-end, database, API, and report-development issues are escalated to the Assistant Director of IS. The position is primarily onsite, at least three days per week, with occasional remote-work flexibility based on workload. Work outside regular business hours may be required for on-sales, major releases, or ticketing incidents. This is a full-time, non-exempt position represented by Local 2110 and eligible for benefits. The salary is $80,000.

Requirements

Bachelor’s degree or equivalent professional experience.
Substantial hands-on experience with Tessitura ticketing, including productions, performances, price types, modes of sale, seat maps, and holds.
Experience supporting ticketing operations across multiple departments in a performing arts or cultural environment.
Demonstrated ability to troubleshoot ticketing system issues and explain solutions to non-technical staff.
Experience testing software releases or upgrades and documenting results.
Working knowledge of accessible seating practices in ticketing.
Experience training end users and writing clear procedures.
Excellent written and verbal communication skills.
Ability to work outside regular business hours to support on-sales.
Extremely organized, self-motivated, and attentive to detail.
Ability to work under a deadline and multitask.
Calm and solution-oriented under pressure.

Nice To Haves

Experience with Education ticketing and registration in Tessitura.
Experience with third-party ticketing or distribution integrations.
Familiarity with Tessitura reporting tools.
Familiarity with Agile development environments.
Experience in a nonprofit, performing arts, or cultural institution environment.

Responsibilities

Set up and maintain Education ticketing in Tessitura, including productions, performances, price types, capacities, holds, waitlists, and Tessitura-based registration for non-ticketed Education programs.
Provide Tessitura technical support to the Box Office, Cinema Operations, Guest Experience, Marketing, and other departments, troubleshooting ticketing setup and system issues.
Partner with the Head Treasurer to provide technical support for accessible seating in Tessitura.
Provide functional support for third-party ticketing integrations, document business rules, and assist departments with troubleshooting; escalate technical and API issues to the Assistant Director of IS.
Coordinate with Tessitura Network support on ticketing system issues as directed by the Director of IS.
Provide technical support during on-sales, including outside regular business hours as needed, in coordination with Box Office and Cinema Operations staff.
Plan and coordinate testing for Tessitura releases, upgrades, and patches with the Box Office and Cinema Operations; document results and coordinate issue resolution with the Director and Assistant Director of IS.
Assess the impact of proposed Tessitura changes on ticketing operations and communicate it to affected departments.
Provide Tessitura training and knowledge transfer for Education ticketing, and support departmental primaries with training and knowledge transfer, including during onboarding and when primary staff are unavailable.
Understand and support ticketing and sales reports used by Guest Experience and ticketing departments; coordinate report development and modifications with the Assistant Director of IS.
Maintain and update documentation for Education setup procedures, Tessitura ticketing functionality, and troubleshooting procedures, including after significant changes.
Participate in knowledge-sharing activities across the IS and IT divisions.
Participate in IS project planning and Agile sprint work as assigned by the Director of IS, providing ticketing requirements, system input, and acceptance testing.
Participate in cross-departmental ticketing working groups and represent IS on Tessitura system capabilities.
Provide Tessitura consultation on new venues, programs, or sales initiatives as requested.
Represent BAM in the Tessitura user community as directed.
Perform other duties as assigned by the Director of IS.