Director of Ticketing and Customer Care

Who is the Pittsburgh Symphony Orchestra?
Known for its artistic excellence for more than 120 years, today the PSO is the region’s national and international cultural ambassador. A two-time 2018 GRAMMY® Award-winning orchestral ensemble credited with a rich history of concerts, performances, and recordings with the world’s finest conductors and musicians, the PSO consistently demonstrates a genuine commitment to Pittsburgh’s citizens, regional communities, and vibrant cultural scene.

Job Purpose: The Director of Ticketing & Customer Care is a critical member of the Marketing and Communications team and drives policy, standards, and accountability for a world-class customer service operation, working to achieve the organization’s earned and contributed revenue goals, that aligns with the institution’s mission, goals, and guest experience vision. 

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.  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 the Box Office and the Patron Services Team, ensuring outstanding customer service and operational efficiency.

Essential Duties & Responsibilities:
Leadership:

• Provide PSO and Heinz Hall Presents audience members across all performances and programs (including subscription sales, single-ticket sales, group sales, and special promotions) with an exceptional customer service experience.
• Lead the customer service team in serving every customer efficiently, focusing on maximizing ticket sales and donation revenue to achieve the PSO’s institutional goals.
• Ensure that the Customer Care team is equipped with the necessary tools to carry out their core functions and communicate information about all current PSO performances, programs, and activities.
• Set policy regarding customer advocacy, interaction, and organizational standards of acceptable customer service practice.
• Participate in the union negotiation process. Communicate (or delegate the communication) of all upcoming and applicable events to the services staff. 
• Measure and monitor performance, develop metrics and KPIs.
• Work with the Vice President of Marketing & Communications and the Director of Marketing to maximize revenue and manage inventory, including dynamic pricing, house scaling, discount policies and complimentary ticket offers.

Technology & Applications:

• Manage support of the Tessitura application, including support of external users, such as third-party ticketing partners, consultants, and consortium partners at the Pittsburgh Cultural Trust.
• 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 PSO audience and staff.
• Manage customer relationships, problem resolution, and deliver exceptional service to the internal and external customer base for the PSO and Heinz Hall.
• 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 Subscription:

• Manage the staff directly responsible for fulfilling ticket orders from inception to fulfillment and delivery.  Work with the Marketing Department and Box Office to ensure that ticket fulfillment processing is carried out smoothly and efficiently.
• Oversee the printing, packaging, and mailing of all subscription renewal materials for all product lines, as well as the printing and fulfillment of all renewal and new acquisition subscription tickets, ensuring timely delivery.
• Ensure sound processes for all data entry of ticket orders, while ensuring consistent constituent records and high data integrity.
• Review and evaluate all customer order forms and marketing mailing pieces and identify areas for improvement.
• Maintain a thorough understanding of best practices for digital ticket delivery, ticket resale practices, and fraud prevention.

Inbound Customer Care:

• Ensure that end-to-end subscriber ticketing experience (including processing, seating, and changes) is carried out smoothly and efficiently.
• Analyze calling patterns, review statistics, recommend upselling incentive programs, and verify the department is adequately staffed to meet organizational goals.

Financial:

• Prepare sales and revenue forecasts for internal staff and finance committee.
• Support finance team by responding to audit requests and make necessary adjustments to process to conform to audit requirements.
• Manage Pay and Non-pay department budgets.
• Make process recommendations as required.
• Oversee customer service fees associated with Box Office activity.

Required Education & Experience:

• A bachelor's degree in business intelligence/analytics, business administration, or marketing, or equivalent experience.
• A minimum of seven years' experience in the live event industry with ticketing experience and team supervision.
• Proficiency with ticketing software systems (Tessitura or similar platforms).  Strong proficiency with Office 356 (Excel) and other data systems (OPAS).  Knowledge of HTML preferred. 
• Successful track record of personnel management and developing talent.
• Resourceful and detail-oriented budget and project manager.
• Self-motivated and independent thinker; ability to negotiate conflicting priorities and obtain results.
• Exceptional customer service and conflict-resolution skills.
• Exceptional writing and listening skills, strong communication and organizational abilities; a collaborative spirit.
• Outstanding attention to detail.
• Analytical mindset with experience in data-driven decision-making and revenue optimization.
• Ability to utilize reporting tools and interpret data to inform business decisions.
• Ability to engage leadership and build consensus for initiatives while being receptive to feedback.
• Knowledge of ticketing technology, and ongoing curiosity in evolutions in the sector.
• Ability to work flexible hours, including evenings and weekends, as required by concert and event schedules.
• Knowledge of classical music preferred.

Physical Requirements:

• Ability to work on a computer for extended periods
• Ability to operate related equipment, i.e., computer, copier, scanner

Compensation and Location:
This is a full-time, exempt position with an annual salary range between $70,000 - $75,000 depending upon experience.  The PSO offers a comprehensive benefits package which includes paid holidays, paid time off, employer paid health benefits, and retirement savings options with an employer match. Heinz Hall in downtown Pittsburgh is the primary work location for this position. The PSO supports a flexible, hybrid work environment, including both in-person and remote work.
 
Pittsburgh Symphony, Inc. (PSI) provides equal opportunity to all qualified employees and applicants for employment without regard to race, color, religion, sex, gender, pregnancy, sexual orientation, gender identity, genetic information, ancestry, national origin, age, physical or mental disability, marital status, veteran status, or any other class or category protected by local, state, or federal law. 

The specific statements in each section of the description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. 

The PSI recognizes that an individual with a disability may require job modification/ accommodation to enable them to perform a job function successfully. Consideration will be given to such requests. Such requests should be directed to Human Resources.