Position Title: Director of Ticketing Services
Department: Marketing & Patron Experience
Reports To: Senior Vice President & General Manager, Joseph Yoshitomi
Direct Reports: Ticketing Services Manager (Full Time)

Type: Full-Time; exempt, salaried
Compensation: $80,000-$95,000 annual salary paid twice-monthly
Schedule: Weekday shift from 8:30am-5:30pm, adjusted as necessary for significant night and weekend work based on Broadway Dallas event/meeting programming

Location: Music Hall at Fair Park, Dallas, TX, with occasional work at the Winspear Opera House, Dallas, TX

Remote Work: Flex: In person at the worksite, with up to 2 days remote as assigned by supervisor

Desired Start Date:  August 4, 2025

 

Position Summary:  

 

Bring the best of Broadway to the Big D as you lead a team of part-time and full-time employees who oversee the safe, private, accurate, and optimal service and sales of tens of millions of dollars of tickets to nearly 200 events each year. The Director of Ticketing works with large-scale touring musicals and one-night concert, spoken-word/comedy, dance, and other events that rent the 3,400-seat civic-owned and nonprofit-operated historic Music Hall at Fair Park. Work with other full time supervisory/management employees and a team of part-time staff to run reports, ensure tickets and associated sales are accurately accounted and grant valid access to each event, and provide world-class customer service to ticket-buyers, event-promoters, Music Hall vendors, and in-house Broadway Dallas stakeholders such as marketing, development, and education/community partnership representatives.

 

The Director of Ticketing oversees and establishes the structure of the department, and is responsible for selection, training, motivation, and evaluation of all Box Office personnel, and management of all aspects of customer service for internal and external customers. This individual oversees all aspects of ticketing event set-up/pricing/packaging and associated customer sales and exchanges. This leadership role is essential in enhancing the patron experience, maximizing revenue for each event, and ensuring smooth transaction operations for the Broadway series and other Broadway Dallas presentations and productions/programs. This individual also oversees daily, weekly, and close-out reporting delivered to internal and external stakeholders including Broadway Dallas finance and marketing/sales teams, event promoters/renters, the Broadway League, as well as food/beverage, parking, and other vendors that work in partnership with Broadway Dallas in the Music Hall at Fair Park.

 

This position requires regular on-site work in and around the Music Hall at Fair Park. Familiarity with Fair Park and its surrounding neighborhoods is strongly preferred.

 

Responsibilities include but are not limited to: 

 

  • Leadership & Management:
    • Plan, direct, evaluate, and provide leadership to the box office personnel.  Guide and support managers/supervisors within the department in their leadership techniques. Work with other internal departments as well as our Broadway Across America partners in the creation of the operational timeline of the Broadway Seasons and oversee the execution of all aspects including the announcement date, payment plan charges, presales, and on sales.
    • Participate in planning and development of  initiatives to be supported by the Box Office that help in Broadway Dallas’ engagement with the community with providing access to shows and events at the Music Hall.
    • Maintain data privacy.

 

  • Ticket Sales Operations:
    • Use all aspects of the ticketing system/CRM (Archtics, TM1 Sales, and HOST) to help craft and deploy effective ticket sales methodologies.
    • Work with partners and teams to determine dynamic pricing.
    • Build all Broadway events in the ticketing system, including seating manifests, price tables, hold/kills, discounts, pre-sales, etc. and  ensure the building of all events (Broadway, rentals, and internal events) are properly submitted in Ticketmaster’s EMT, and are then checked prior to any presales and on sale.  
    • Update and relay all ticketing-related event info to departments and rental clients.
    • Collaborate with the marketing teams to develop effective sales strategies.

 

  • Customer Service Excellence:
    • Develop and implement customer service protocols that ensure a positive patron experience.
    • Address patron inquiries, concerns, and feedback in a timely and professional manner.
    • Investigate and resolve ticket-related issues, such as double seating, incorrectly paid accounts, chargebacks, and third-party broker activity.

 

  • Reporting & Analysis:
    • Generate and analyze ticket sales reports, identifying trends and opportunities for improvement.
    • Oversee all financial reconciliation regarding daily reports, monthly reports, and event settlement.
    • Work with sales reports/ticket  data to help drive revenue.
    • Direct the execution of the day of show box office shifts and box office reports and settlement for Broadway Series and single-day ticketed rental events with management team.
    • Complete Broadway League reporting.

 

  • Collaboration & Communication:
    • Work closely with renter/promoter, and internal Broadway Dallas teams to coordinate ticketing needs for each show.
    • Liaise with external vendors and partners to enhance ticketing operations and services.
    • Act as systems administrator for ticketing system: oversee system upgrades, occasional testing of new software, routine maintenance, & troubleshooting.
    • Serve as liaison between staff, promoters, presenters, and the facility.
    • Establish and maintain effective working relationships with internal/external customers, such as organizers of our annual High School Musical Theatre Awards, repeat venue renters, and long-term subscribers.

 

Requirements:

  • Four-year college degree or equivalent
  • Minimum of five years of experience in box office management—preferably in a nonprofit or arts organization.
  • Demonstrated management experience of personnel and systems: experience hiring, training, and evaluating staff, as well as improving staff performance with a focus on customer service.
  • Demonstrated expertise in the Music Hall’s ticketing software (Archtics, TM1 Sales, and HOST) and donor/CRM systems more generally—preferably Raiser’s Edge.
  • Demonstrated impeccable communication and interpersonal skills.
  • Hold a valid driver’s license and have regular access to a motor vehicle or have other reliable means of transportation to and from the Music Hall and off-site events/meeting locations.

 

Preferred Skills/Qualifications:  

  • Experience running settlement reporting and other event accounting to multiple stakeholders on time.
  • Experience implementing successful dynamic pricing strategies and initiatives to help drive sales.
  • Experience with creating and building offers such as ones through Luckyseat, Travelzoo, or Groupon, to help maximize sales and attendance for events.
  • Demonstrated appreciation of musical theatre or the performing arts in general. 

 

Working Conditions:

  • Office environment.
  • Prolonged periods sitting or standing in a fixed position and working on a computer.
  • Must be able to lift up to 25 pounds at times.
  • Must be able to hear and understand patron questions/prompts through a headset and in-person and respond verbally in an audible, clear, and polite tone in an environment with several other simultaneous conversations.

 

Disclaimer:

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

 

The Employer retains the right to change or assign other duties to this position.

 

Benefits:

  • Generous benefits package including heath, dental, and vision insurance, participation in the organization retirement plan, PTO allowance, and other benefits allotted to full-time employees. 
  • Employee assistance program.   
  • Drug/Alcohol free and safe workplace policies, and anti-harassment policies.
  • Professional development opportunities, including trainings and seminars on topics such as Equity, Diversity, Inclusion, & Access (EDIA), safe space training, and other opportunities as available.
  • Occasional access to complimentary tickets to theatrical performances in the Music Hall and at surrounding arts organizations.

 

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Broadway Dallas is committed to a diverse and inclusive workplace, so applicants excited about this role but whose experience doesn’t align perfectly with every qualification are encouraged to apply.

 

About Broadway Dallas

The non-profit Broadway Dallas has presented the best of Broadway touring productions to North Texas audiences since 1941. Located in the historic Music Hall at Fair Park, Broadway Dallas promotes excellence in live musical theatre with year-round performances for diverse audiences of all ages, impacting the lives of children and families through education and community outreach programs, while enriching the cultural landscape of North Texas and the Southwest Region. As a 501(c)(3) non-profit organization, Broadway Dallas relies on a variety of funding sources to offer affordable ticket prices, preserve the beautiful historic theatre, educate young audiences, and develop impactful community programs.

 

Broadway Dallas does not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and termination of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, sub-contractors, vendors, and clients.

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