Full-time Director, Ticketing Services

Job DetailsJob Location: Houston Ballet - Headquarters - Houston, TX 77002Position Type: Full TimeCome work with us at Houston Ballet!
Join a leading nonprofit arts organization that’s redefining what ballet can be. We’re committed to inspiring a lasting love of dance through nationally recognized bold performances, new choreography, and education programs.  At Houston Ballet, your creativity meets purpose—and your passion takes center stage. Whether on stage or behind the scenes, every role here contributes to something bigger.

✨ Your Passion. Our Stage.

Visit: www.houstonballet.org for more information.

* * * For full consideration, please be sure to combine your resume and cover letter into one document to upload when you apply. 

Summary

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.

 

Required Experience


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
Experience with TRG preferred


Ideal Candidate

A calm, detail-oriented, collaborative leader who can manage systems and people, explain data clearly, and balance patron care with revenue goals, comfortable with both daily details and big-picture strategy, and able to resolve escalated issues fairly under pressure.

 

 

Key Responsibilities

Tessitura & Ticketing Systems
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.

Team Leadership & Box Office Operations
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.

Cross-Department Leadership & Front of House Support
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.

Patron Experience
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).

Pricing, Inventory & Revenue Strategy
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.

Complimentary Tickets, Access & Donor Support
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.

Marketing & Audience Data
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 share