Associate Director of Ticketing & Visitor Services

Position: Associate Director of Ticketing & Visitor Services

Reports to: Vice President of External Affairs and General Counsel

Type: Full-time/Exempt

Powerhouse Arts is a not-for-profit organization committed to creative expression. Housed in a purpose-built-facility in Brooklyn, the organization hosts an extended network of art and fabrication professionals and educators who work together to co-create and share artistic practices vital to the well-being of artists and the communities to which they serve. Our facilities house fabrication services, production services, production spaces, and member workshops for artisans. In 2025, PHA expects to welcome in thousands of patrons as the building becomes a center for art and performance.

In light of this Powerhouse is seeking an Associate Director of Ticketing & Visitor Services who will be responsible for overseeing all aspects of the visitor experience at PHA while delivering a gracious and enriching experience for all visitors, including artists, tenants, artist members working in the building, and patrons. This role will oversee and advance ticket sales for events and execute duties related to ticket sales including, fulfillment, membership, special events, reporting, list generation and audience analysis with the goal of ensure we are achieving our earned and contributed revenue goals. The ideal candidate for the role will have experience in creating and implement policies and procedures that ensure excellent visitor service experience focused on kindness and accessibility for all.

This role will report to the Vice President of External Affairs & General Counsel and will oversee a team of full time and part time coordinators, in addition to seasonal staff.

People who thrive in Powerhouse’s organizational culture are those who:

• Are action-oriented, collaborative, communicate well, and work well in a fast-paced environment
• Enjoy research and iterative problem-solving
• Have ownership of their scope and independent follow-through, and are attentive to details
• Value and work towards an equitable and inclusive workplace

Responsibilities include but are not limited to:

Ticketing:

Manage PHA admission process and serve as the administrator for the ticketing system including maintaining customer accounts, processing sales & exchanges, hold and open seat inventories within 24 hours of scheduled performances, reserve seats, and enable price types

• Responsible for the planning, execution, and maintenance of all ticketed events. This includes, but is not limited to, the computer programming of events, seat maps, prices, dates, and seating holds; and the processing, printing, and distribution of all tickets including those sold through third party sources.
• Manage support of the ticketing / CRM application, including support of external users, such as third party tickets partners and consultants.
• Prepare weekly, monthly, annual and program specific data reports on attendance and revenue to leverage a better understanding of PHA audience and visitation patterns.
• Analyze such data and provide qualitative and quantitative feedback on how PHA can improve audience engagement and retention. Conduct visitor studies and evaluation to better understand the needs of PHA visitors and their interests.
• Accounts for all ticket sales in accordance with rules and regulations, utilizing sound accounting practices
• Maintain contact with local and national promoters to coordinate presales, on sales, and all aspects of building performances
• In concert with manager and other stakeholders (including Marketing), develop group sales initiatives and other community outreach programs
• Maintain and troubleshoot all events to ensure ticket scanning operation runs efficiently

Management:

• Develop a cohesive philosophy of visitor experience at Powerhouse Arts and conceptualize the next phase in the org’s visitor experience evolution, with the buy-in of relevant stakeholders.
• Implementation of and management oversight over such visitor experience plan, including training team of Visitors Service Coordinators and training other relevant PHA team members.
• Review and update and additionally create visitor service training materials and resources for direct reports.
• Manage full and part time Visitors Service Coordinators, including hiring, scheduling, overseeing personnel issues performance reviews, training and other duties related to management of this staff as necessary.
• Maintain a well-informed and working knowledge of exhibitions, programs, and schedule of events.
• Provide logistical support and serve as manager-on-duty during PHA operation hours, particularly during opening and closing of major events, managing front of house experience including crowd control during busy periods.
• Recruit and hire seasonal and part-time staff to ensure proper coverage special events.
• Serve as resource as PHA bulks up additional front-facing presence

Visitor Services:

• As the first line of contact for artists and visitors this role will deliver superior customer service, providing a gracious welcome and smooth check-in process, to every visitor, and serve as a point of escalation for building guest and visitor concerns.
• Ensures customer satisfaction by analyzing complaints, concerns, and suggestions to lead process and communication improvements.
• Administer the check-in process with Powerhouse’s strategic goal of deepening engagement with artists and visitors at top of mind, collecting contact information, and encouraging artists and visitors to keep in touch with Powerhouse through our newsletter, website, and social media platforms.
• With a core team of colleagues, spearhead the development of institutional standards for messaging about visitor information (on website and in automated messaging) and responding to visitor issues that arise in person or across all platforms (phone, email, social media).
• Develops content for tours and programs that visitor services staff give to the public.
• Collaboratively coordinate logistics of public tours with the Programs team while communicating and overseeing the Visitor Services team lead them--ensuring a pleasant experience for all visitors.
• Collaborate with operations and security department to always ensure visitor safety.
• Collect artist, visitor, and member feedback, and communicate key insights from customer interactions to manager.

Qualifications:

• Minimum of 5-7 years public facing customer service experience or box office management, at least 2 years managing teams
• Passionate about the arts and Powerhouse’s mission
• Strong organizational skills with the ability to prioritize required
• Strong attention to detail and administrative skills
• Ability to enforce Powerhouse Arts policies and procedures while maintaining superior customer service
• Maintains strong work ethic and high level of integrity
• Genuine interest in public facing customer service interactions
• Ability to develop and maintain customer relations
• Excellent communication, interpersonal, listening, and problem-solving skills in a team– based environment
• Language abilities in languages other than English are a plus
• Proficient in Box, Microsoft Word, Airtable, Asana, Google Suites, and various Ticketing Platforms
• Must be available Tuesday- Saturday, and extra hours as needed for special events and programs

To Apply: Please apply with a thoughtful cover letter and resume. Only qualified candidates will be contacted for interviews.

Hours + Compensation: Due to the nature of the role, flexibility to work on evenings and weekends is required. The schedule for this position is an 8-hour shift between Tuesday- Saturday. The salary range for this position is $75,000-$80,000 and commensurate with experience.

We offer excellent benefits including health, dental and vision insurance, employer sponsored retirement plan and professional development opportunities. Time off includes vacation, holidays, personal days, and a week off at year’s end.

Powerhouse Arts is an equal opportunity employer. Applicants receive consideration without regard to race, age, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or any other basis prohibited by law. Powerhouse is committed to promoting a diverse and inclusive workplace.

For more information visit: www.powerhousearts.org