Senior Director of Ticketing & Customer Service

About The Opportunity:The Senior Director of Ticketing & Customer Service for the Metropolitan Opera drives policy, standards, and accountability for a world-class customer service operation of over 40 staff and works as a critical member of the Sales & Marketing team to achieve the organization’s earned and contributed revenue goals. The Met seeks an individual who can continue its long history of exceptional customer relations across all Met performances and offerings, including ticket and subscription sales for performances at the Metropolitan Opera House, worldwide customer service for Live in HD, digital products and platforms, donor relations, merchandise ecommerce, and more. The successful individual will understand the diverse, complex, and rewarding nature of collaborating within a world-class 21st century arts organization, while being prepared to evolve practices and policies to serve an ever-changing audience base. They will need the motivation and nuanced leadership acumen to own and drive complex projects while building buy-in and ensuring long-term success. The Senior Director of Ticketing & Customer Service leads a large operation of skilled customer service and order fulfillment professionals responsible for handling over $80 million in annual box office revenue, and annual attendance of 650,000. A commitment to the ongoing development of this team and its individual members is of the utmost importance, along with an ability to stay abreast of cutting-edge developments in technology and customer experience to ensure the operations are evolving apace. 
About The Role:The Senior Director of Ticketing & Customer Service is a critical member of the Sales & Marketing team and provides leadership of the Customer Service team in carrying out all functions in the most efficient way possible. The Director is responsible for maximizing the use of Tessitura across the organization and overseeing the team that provides direct application support, focusing on a CRM strategy that maximizes sales and donations through analysis of customer insights. The role directly supervises: Director, Call Center & Donor Relations; Director, Tessitura Systems Support; Subscription Services Manager; Director, Revenue Processing & Data Entry; and Special Services Manager.   

Primary Responsibilities

• Leadership
• Lead the Customer Care team in serving every customer efficiently, with a focus on maximizing ticket sales and donation revenue to achieve the Met’s institutional goals.
• Provide Met audience members across all performances and programs with an exceptional customer service experience.
• Ensure that the Customer Care team is equipped with the necessary tools to carry out their core functions, and communicate information about all current Met performances, programs, and activities.
• Serve as the primary liaison between the Marketing team and members of Local 210 (Call Center), as well as a key liaison with Local 751 (Box Office).  Design and facilitate regular collaborative communication between Customer Care and fellow Met departments.
• Determine ongoing needs of both team and individuals to continue to develop in their professional capacities.


• Technology & Applications 
• Manage support of the Tessitura application, including support of external users, such as third-party ticketing partners and consultants.
• Lead the Application Support team to address organizational needs, prioritize requests, and implement standard and required changes and modifications.
• Test and go live with all new Tessitura application releases.
• Encourage utilization of on-going training programs using network resources.
• Partner with web team to optimize the digital experience, including ecommerce functionality, tech-enabled customer care, and systems integration. 
• Work with web vendors and internal website team to implement project changes for annual ticketing programs. 


• Customer Service Policy & Training
• Design and implement customer-centric policies that ensure optimal service and efficiency for both Met audience and staff.
• Manage customer relationships, problem resolution, and deliver service to the internal and external customer base for the Met, American Ballet Theatre (ABT), and rentals.
• Identify opportunities to enhance processes and procedures within the department.
• Create and implement systems to address and resolve instances of customer friction or dissatisfaction.
• Serve as the internal ambassador for audience members, constantly aiming to improve service from all departments.
• Develop comprehensive plans for training the entire customer care staff.
• Support organizational Tessitura training. 


• Order Fulfillment: Ticketing, Membership, and