Ticketing System Manager

Brooklyn Academy of Music (BAM) is a multi-disciplinary arts center located in Brooklyn, New York. For more than 150 years, BAM has been the home for adventurous artists, audiences, and ideas—engaging both global and local communities. With world-renowned programming in theater, dance, music, opera, film, and much more, BAM showcases the work of emerging artists and innovative modern masters.

BAM is seeking a Ticketing System Manager! The ideal candidate will serve as Information Systems’ subject matter expert for Tessitura ticketing, supporting the departments that set up and manage ticketing at BAM. The Ticketing Systems Manager owns ticketing setup for Education programs and provides technical support, troubleshooting, and knowledge transfer to the Box Office, Cinema Operations, and other departments that set up and manage ticketing for their programs. This role is the IS point of contact for Tessitura ticketing questions, coordinates ticketing testing for Tessitura releases and upgrades, and provides functional support for third-party ticketing integrations. The Ticketing Systems Manager works under the direction of the Director of IS and collaborates closely with the Assistant Director of IS on back-end, database, integration, and reporting work, and with the Associate Director of IS on business processes.

The Ticketing Systems Manager independently resolves Tessitura ticketing technical issues within its domain and owns Education ticketing setup. Ticketing setup, policy, and operational decisions for Box Office and Film programs remain with the Box Office and Cinema Operations; the Ticketing Systems Manager supports those departments and does not assume their setup responsibilities. Issues involving cross-divisional impact, vendor contracts, or budget are escalated to the Director of IS. Back-end, database, API, and report development issues are escalated to the Assistant Director of IS.

Measurable Objectives

• Education ticketing setup is complete, tested, and ready within the timelines set in the Tech Division SLA and the on-sale calendar.
• Technical support requests from ticketing departments are triaged and resolved or escalated in accordance with SLA response standards.
• Education setup procedures and Tessitura troubleshooting procedures are documented and kept current, sufficient for backup staff to perform them without the incumbent.
• Ticketing testing for Tessitura releases, upgrades, and patches is completed and documented, and affected departments are informed, before production deployment.
• Departmental staff receive Tessitura knowledge transfer and system training as needed, with materials maintained and updated following system changes.
• Business rules and known issues for third-party ticketing integrations are documented and reviewed following any partner or system change.

Essential Duties and Responsibilities

Education Ticketing and Technical Support

• Set up and maintain Education ticketing in Tessitura, including productions, performances, price types, capacities, holds, waitlists, and any Tessitura-based registration for non-ticketed education programs.
• Provide Tessitura technical support to the Box Office, Cinema Operations, Guest Experience, Marketing, and other departments, assisting with troubleshooting of ticketing setup and system issues.
• Partner with the Head Treasurer on accessible seating, providing technical support for accessible seating in Tessitura.
• Provide functional support for third-party ticketing integrations, including documenting business rules and assisting departments with troubleshooting; escalate technical and API issues to the Assistant Director of IS.
• Coordinate with Tessitura Network support on ticketing system issues as directed by the Director of IS.

On-Sale Support and Testing

• Provide technical support during on-sales, including outside regular business hours as needed, in coordination with Box Office and Cinema Operations staff.
• Plan and coordinate ticketing testing for Tessitura releases, upgrades, and patches in coordination with the Box Office and Cinema Operations; document results and coordinate issue resolution with the Director of IS and Assistant Director of IS.
• Assess the impact of proposed Tessitura changes on ticketing operations and communicate it to affected departments.

Knowledge Transfer, Training, and Reporting

• Provide Tessitura system training and knowledge transfer for Education ticketing; support departmental primaries with training and knowledge transfer for their areas, including during staff onboarding and when primary staff are unavailable.
• Understand and support ticketing and sales reports used by Guest Experience and ticketing departments; coordinate report development and modification with the Assistant Director of IS.

General

• Maintain documentation of Education setup procedures, Tessitura ticketing functionality, and troubleshooting procedures; update documentation following any significant change.
• Participate in knowledge sharing activities across the IS and IT divisions as appropriate; these activities are a standing expectation of this role and do not constitute transfer of responsibilities to the learner.
• Participate in IS project planning and Agile sprint work as assigned by the Director of IS, providing ticketing requirements, system input, and acceptance testing.
• Participate in cross-departmental ticketing working groups, representing IS on Tessitura system capabilities.
• Provide Tessitura consultation on new venues, programs, or sales initiatives as requested.
• Represent BAM in the Tessitura user community as directed.
• Perform other duties as assigned by the Director of IS.