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About the Role

The Long Center is seeking a Director of Ticketing to lead ticketing operations and customer service, optimize revenue, enhance guest experiences, and ensure efficient and accessible systems and services at their performing arts center in Austin, TX.

Responsibilities

• Supervise the Box Office team to ensure efficient and high-quality online ticketing, call center, and group sales.
• Establish and evaluate departmental benchmarks, sales goals, service standards, and performance metrics.
• Manage contracts and relationships for external cultural organizations through a centralized box office program.
• Handle accounting and financial operations including deposits, refunds, event ticketing estimates, settlements, cash/check reconciliation, recordkeeping, and reporting.
• Oversee event builds, inventory management, dynamic pricing & rezoning, promotions, premium offerings, and ticket fulfillment processes.
• Provide strategic oversight of Tessitura and other patron-facing technologies, ensuring data integrity, system optimization, security, and best practices.
• Supervise the Database Manager and contracted DBA to support constituent management, reporting, segmentation, and business intelligence.
• Partner with Development, Marketing, Sales, Programming, Operations, and Finance teams to maximize the use of patron data and reporting tools.
• Ensure proper utilization, maintenance, training, and support for Tessitura CRM and related technologies.
• Assist with budgeting, forecasting, staffing, and planning for patron experience initiatives.
• Partner with organizational leadership to develop and implement customer service, audience development, accessibility, and retention strategies.
• Lead, coach, and develop direct reports, fostering a collaborative and high-performing team culture.
• Attend departmental and leadership meetings and perform other duties and special projects as assigned.

Requirements

• 7+ years of experience with ticketing, customer service, arts administration, venue operations, or a related field.
• Advanced Tessitura expertise, including constituent records, system tables, facility builds and price zones, production elements and performances, pricing and modes of sale, TNEW programming, advanced ticket order processing, reporting, integrations, and security/self-service tools.
• Demonstrated experience leading customer-facing teams and developing service standards that enhance patron satisfaction.
• Experience managing complex operational workflows, technology systems, budgets, and cross-functional projects.
• Strong analytical, communication, leadership, and problem-solving skills.
• Commitment to accessibility, inclusion, and exceptional guest service.

Skills

• Tessitura expertise
• Ticketing operations
• Customer service
• Arts administration
• Venue operations
• Database management
• Financial operations
• Budgeting
• Forecasting
• Staffing
• Strategic planning
• Team leadership
• Coaching
• Analytical skills
• Communication skills
• Problem-solving skills
• Accessibility
• Inclusion
• Guest service

Location

• Austin, TX

Work Type

• Hybrid

Experience Level

• 7+ years of experience

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k plan with employer match
• Generous paid time off
• Access to arts and cultural programming

About the Company

• The Long Center is a performing arts center located in Austin, TX.

Equal Opportunity

• The Long Center is proud to be an Equal Opportunity Employer and we strive for a team that reflects Austin’s diverse culture. All applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age.