Director – Ticketing Services

JOB SUMMARY

The Director of Ticketing is responsible for providing leadership, strategic direction, and management for McCallum Theatre’s ticketing and box office operations. They play a critical role in shaping the patron experience—from first point of purchase through performance—ensuring that every interaction reflects the Theatre’s commitment to excellence, accessibility, and service. As the Director of Ticketing Services, you will champion a “service-first” culture that transforms the box office from a point of transaction into a hub of hospitality. Your leadership ensures that every touchpoint, whether digital, over the phone, or in person reflects the prestige and warmth of the McCallum Theatre.

A primary focus of this role is the meticulous oversight of our Founders and Benefactor Circle concierge program. These major donors are the lifeblood of our institution, and their experience must be seamless and highly personalized.

This position provides leadership for ticketing strategy, revenue optimization, and day-to-day operations, while fostering a welcoming and high-performing box office team. The ideal candidate is a thoughtful leader who values collaboration, embraces innovation, and is energized by connecting audiences with live performance.

KEY RESPONSIBILITIES

1. Leadership and Strategy
• Partner with the Vice President-Marketing/Communications to establish departmental goals that support institutional priorities and audience development
• Define customer service strategy, ensuring a seamless and engaging experience through digital, phone, and in-person interactions
• Monitor customer feedback and identify opportunities to enhance accessibility, service, and overall audience satisfaction
• Use ticketing data and audience insights to inform strategy, deepen engagement, and support revenue growth
• Stay informed on evolving industry practices, including digital ticketing, resale environments, and fraud prevention, to protect and serve patrons
• Hire, train and manage the box office employees, which currently consists of two direct manager reports and ten part-time employees

2. Ticketing Operations and Administration
• Oversee all aspects of ticketing operations, ensuring accuracy, efficiency, and responsiveness in Tessitura event builds, pricing, holds, presales, and on sale
• Manage ticket inventory in alignment with artistic, marketing, and contractual needs
• Supervise and train box office team responsible for sales by phone and in person
• Analyze sales performance and recommend pricing and inventory strategies that maximize attendance and revenue
• Collaborate closely with colleagues from across departments to ensure successful on sale and events
• Maintain clear, consistent, and patron-friendly ticketing policies
• Provide timely and accurate reporting to support organizational planning and decision-making
• Safeguard patron data with the highest standards of confidentiality and care
• Evaluate and implement ticketing technologies that enhance both operational effectiveness and patron experience
• Maintain all box office equipment & software (BOCA ticket printers, computers, etc.) and rectify any issues promptly and efficiently

3. White-Glove Concierge Management
• Assign and oversee dedicated Ticketing Concierges to manage the full lifecycle of ticket order fulfillment for major donors throughout the performance season
• Ensure that high-tier requests, seating preferences, and last-minute adjustments are handled with a “yes, and” approach, prioritizing donor satisfaction and loyalty
• Anticipate the needs of our Founders and Benefactor Circle members, providing them with a streamlined, direct line of communication that bypasses standard queues.

4. Customer Service and Care Communications
• Audit and refine all outbound communications including order confirmations, performance reminders, and general ticketing inquiries to move away from rigid, policy-heavy language.
• Rewrite standard automated emails to lead with a welcoming, appreciative tone. The focus should be on the excitement of the upcoming performance rather than the “fine print.”
• While rules are necessary for operations, ensure they are communicated through a lens of customer service. Instead of “No Refunds,” we communicate “All sales are final to support our nonprofit mission, but we are happy to discuss tax-deductible donation options”
• Train staff to maintain a warm, inviting demeanor in all written and verbal exchanges, ensuring that every patron feels like a guest in our home rather than a number in a database.
• Create a ticketing environment where policies exist to provide structure, but the primary takeaway for the patron is always the warmth and excellence of the McCallum experience.

SKILLS & QUALIFICATIONS
• Bachelor’s degree in business, marketing, communications, or related field
• Minimum of five (5) years of experience in ticketing within a performing arts, live entertainment, or similar environment, including supervisory experience
• Advanced proficiency in Microsoft Office, particularly Excel
• Experience with ticketing systems; Tessitura experience strongly preferred
• Demonstrated success leading and developing teams in a customer-focused environment
• Strong organizational and project management skills, with the ability to manage multiple priorities in a dynamic setting
• Analytical and strategic thinker with the ability to translate data into meaningful action
• Exceptional attention to detail and commitment to accuracy
• Strong communication and interpersonal skills, with the ability to collaborate across departments and build trust with stakeholders
• Availability of working evenings and weekends in support of performances and events

90-Day Review
This position is subject to a 90-day review to assess performance and position fit.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must possess strength, stamina, and mobility to perform light to medium physical work; vision to read printed materials and a computer screen and hearing and speech to communicate in person and over the telephone or radio. Finger dexterity is needed to access, enter, and retrieve data using a computer, keyboard, tools and equipment. Incumbents in this classification sit, bend, stoop and reach. Ability to lift 10 pounds is necessary for moving materials when necessary. Candidates must possess the ability to lift, carry, push, and pull materials with assistance and/or the use of proper equipment.
N=Never Not present F=Frequently: Occurs 1/3-2/3 of time
O=Occasionally: Occurs 1/3 of time C=Constantly: Occurs 2/3 or more

Physical Demands
This position requires the ability to perform the following physical activities:
• Sitting: F
• Walking: O
• Climbing and balancing: N
• Stooping and twisting: O
• Kneeling: O
• Squatting: O
• Crawling: N
• Pushing and pulling: O
• Reaching: O
• Gripping: N
• Keyboarding: C
• Pinching: N
• Neck rotation and extension: O
Lifting and Carrying Requirements
The employee must be able to lift and/or carry:
• Up to 10 pounds: F
• 11–25 pounds: N
• 26–50 pounds: N
• 51–75 pounds: N
• 75–100 pounds: N
• Over 100 pounds: N
Environmental Conditions
The position may involve exposure to the following conditions:
• Uneven ground: NO
• Excessive noise: NO
• Extreme temperatures: NO
• Working at heights: NO
• Noise exposure exceeding 90 dBA during an 8-hour workday: NO
Physical Demands Definitions
Physical Demands Specific physical activities required to perform a job as defined in the position description.
Essential Functions Fundamental job duties of the position as defined by the Americans with Disabilities Act (ADA).

Specific Physical Demands
Sitting Remaining in a seated position.
Standing Remaining on one’s feet in an upright position at workstation without moving about. Not type of surface
Walking Moving about on one’s feet. Note type of surface/irregularities
Climbing Ascending or descending ladders, stairs, scaffolding, ramps, etc., using feet and legs, or hands and arms. Note in terms of steepness, height, surface type.
Balancing Maintaining body equilibrium to prevent falling.
Stooping Bending downward and forward by bending spine at the waist, re requiring full use of lower extremities and back muscles.
Twisting Includes lateral rotation of the trunk and spine.
Kneeling Bending legs at knees to come to rest on knee or knees.
Squatting Bending body downward and forward by bending spine at the waist, requiring full use of the lower extremities and back muscles.
Crawling Moving about on hands and knees or hands and feet. Note surface type, distance,
Push/Pull Exerting force upon an object so that the object moves away or toward the force.
Reaching Extending hand(s) and arm(s) in any direction, such as overhead, below waist, forward or lateral.
Gripping Seizing, holding, grasping, turning, or otherwise working with hands. Fingers involved only to extent that they are an extension of hand, Includes dimple or forceful grasping.
Pinching Picking, pinching or otherwise working primarily with fingers rather than the whole hand.
Keyboard Repetitive finger motion to press keys.
Neck Rotation Forward flexion, extension or lateral rotation of the head and neck.
Foot Use Repetitive or prolonged movement of the foot and ankle.
Visual Acuity Near-Visual acuity with clarity at 20 inches or less
Far-Visual acuity with clarity at 20 feet or more
Lifting Raising or lowering an object from one level to another-includes upward pulling.
Carrying Transporting an object, usually holding in the hands/arms or on shoulders.
Noise Exposure to noise levels greater than 90 dbe per eight *8) hour workday) as per OSHA requirements.

WORK ENVIRONMENT
This position operates within a professional, non-profit performing arts theatre and its surrounding exterior grounds. The work environment includes indoor spaces such as the theatre, lobby, backstage areas, and occasionally outdoor spaces like the facility grounds. The role requires flexibility to work during theatre events, including evenings, weekends, and holidays, as necessary.

WORK AUTHORIZATION/SECURITY CLEARANCE
Proof of eligibility to work in the United States
Criminal, Civil background check will be performed
An equal opportunity employer/Drug Free Workplace

AAP/EEO Statement
McCallum Theatre provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

ABOUT THE MCCALLUM THEATRE
Located in Palm Desert, California, the McCallum Theatre is a renowned non-profit performing arts theater dedicated to enriching the cultural life of the community through a diverse program of world-class entertainment, arts education, and community engagement. Our mission is to provide a world-class platform for artists while enhancing cultural experiences for our patrons and supporting our local community. To learn more, visit www.McCallumTheatre.org.

Palm Desert, California
The City of Palm Desert was incorporated in 1973 and today numbers more than 50,000 year-round residents. It is centrally located in the heart of the Coachella Valley in southeastern Riverside County. Known as the educational, cultural, and retail center of the desert communities, it is only 125 miles east of Los Angeles and 15 miles east of Palm Springs. The key industries are hospitality, tourism, service, and retail.

A major center of growth in the Palm Springs area, Palm Desert is a popular retreat for “snowbirds” from colder climates (the Eastern and Northern United States, and Canada), who swell its population by an estimated 31,000 each winter. Recently, Palm Desert has seen an increase in residents becoming “full-timers”, mainly from the coasts and urban centers of California, who have come for affordable yet high-valued home prices.

TO APPLY
Please submit a resume and brief cover letter to Human Resources at hr@mccallum-theatre.org with the subject line: Manager – Creative Services – [Your Name].