Senior Director of Ticketing & Customer Service

The metropolitan opera

Country: United States of America

Location: Lincoln Center - New York, NY

Time Type: Full Time

Posted On: January 22, 2025

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.