Director, Ticketing

Job Description

POSITION OVERVIEW
The Director, Ticketing oversees Sundance Film Festival Ticketing Operations, which includes customer support, box offices, public and internal ticketing, pass and credentials, lost and found, and information booths. This position will directly and indirectly manage a large team of seasonal employees and volunteers during the Festival season to facilitate ticketing operations.
Working closely under the Head of Audience Development & Experience, Sundance Film Festival Transition, the Director, Ticketing develops strategic ticketing plans and manages all ticketing operations to support the direction and mission of Sundance Institute, while ensuring exceptional customer support.
This full-time role requires extended hours, including evenings and weekends, with ample opportunities to work from home. Following the 2026 Sundance Film Festival in Park City, Utah, this role will need to be based within a commutable distance to Boulder, CO, as the Festival prepares to relocate with its 2027 iteration. Travel to other Institute events will be required.
Top priorities include but are not limited to�
• Overseeing and managing all Ticketing Department Operations to ensure the efficient and successful execution of ticketing for the Sundance Film Festival, with prompt resolution of any issues.
• Developing and managing timelines, ensuring adherence to procedures, policies, and deadlines related to public ticketing operations and the ticketing system across multiple departments and stakeholders.
• Building, documenting, and communicating consistent customer support policies regarding ticket scanning, waitlists, and customer support messaging, and resolving high-level customer support issues to upwards of 10,000 customers annually.
• Managing employees, including selecting and training highly effective individuals, delegating appropriate and meaningful work while providing direction, feedback, and support to ensure employees understand responsibilities and are effective in their roles.
• Creating, implementing, and overseeing ticketing contracts, agreements, policies, and procedures.
• Continually evaluating existing systems, software, and procedures for efficiency and innovation, utilizing best practices to implement changes as needed.
• Collaborating with the Technology team to monitor and share daily ticket availability and sales reports during the Festival, making recommendations to ensure maximum sales availability, attendance, and revenue.
• Defining customer support strategy and vision to ensure exceptional customer support through all possible touch points.
• Assessing chat function for customer support teams to ensure real-time support and success.
• In partnership with the Head of Audience Development & Experience, the Festival ticketing group, and the marketing team, developing and refining ticket products to meet audience development goals and maximize revenue.
• Overseeing ticketing system functionality for internal end-users, including clarifying policies, providing information and basic resolution to ticketing software issues and questions as they arise.
• Leading the development and implementation of ticketing, customer support, and specific ticketing system training for employees and volunteers.
• Preparing and submitting requests for proposals (RFPs) for ticketing materials (credential sleeves, lanyards, custom paper, security stickers, thermal ticket stock, etc.) and orders as needed.
• Overseeing department communications, including planning, drafting, and updating as needed, canned responses, public ticketing information, training materials, etc.
• Leading the Festival ticketing group in partnership with the Head of Audience Development & Experience, SFF Transition.
• Developing and managing the ticketing department operations budget.
• Conducting a thorough assessment of overall ticket demand to set allocations, meet revenue projections, and accommodate the ticketing needs of all constituents.
• Ensure accurate and timely event builds, including holds/kills management, scaling maps, seating manifests, holds/kills, discounts, presales, etc., working closely with internal team members to execute successful on-sales and special promotions.
• Leading and administering the organization�s charitable donations program.
• Collaborating with Marketing to develop strategies to increase ticket sales.
• Analyzing statistics regarding ticket sales, redemption of sold tickets, attendance patterns for theater capacities, and revenue projections, generating and presenting reports on findings to inform strategic planning.
• Developing and managing Festival revenue projections, in partnership with the Head of Audience Development & Experience, SFF Transition, and the marketing and finance departments.
You have the following direct or transferable skill sets:
• 10 years of experience managing ticketing operations for a large event, venue, or program, or related operational experience.
• Experience with managing subscription or group sales.
• Experience with Ticketing and Customer Relationship Management (CRM) systems, experience with Eventive preferred
• Excellent leadership skills, including experience managing a large team of employees and volunteers across different functions and locations.
• Excellent organizational skills, with the ability to multitask, prioritize, and meet deadlines.
• Excellent communication and presentation skills to work effectively with a wide range of constituencies.
• Strong decision-making skills with the foresight to realize the implications their actions will have on the strategic, financial, and organizational demands.
• Strong analytical skills based on digital-first and data-driven approaches, as well as effective project management skills.
• Ability to work both independently and within team settings to drive strategies and manage details.
• Legal authorization to work in the United States.
You will be successful in this role if you...
• Oversee efficient and issue-free ticketing operations during the Sundance Film Festival, ensuring all processes run smoothly and any issues are resolved promptly.
• Achieve high customer satisfaction scores by developing and implementing consistent customer support policies.
• Effectively lead and mentor your team, providing guidance and direction to ensure success.
In addition to an annual salary of $110,000.00 to $125,000.00*, this position is eligible for our comprehensive benefits package, highlights include:
• Health, vision, and dental insurance
• 25 paid Institute holidays plus accrued vacation time
• Paid sick, family, and medical leave
• Employee Wellness initiatives
• 401(k) with automatic 3% employer contribution after one year of employment
• Sundance Film Festival passes and benefits (varies each year)
*Final rate of pay is determined based on the applicant's geographic location, relevant experience and skills, and internal equity among similar positions within our organization.

Jobcode: Reference SBJ-eoovp5-216-73-216-62-42 in your application.