Career Opportunities

Opportunities at Park Avenue Armory range from volunteers to full time positions. Please keep checking back to see what opportunities await you. The Armory is always looking for enthusiastic people from all walks of life to help further our mission to revitalize one of America’s historic treasures as a dynamic alternative arts space unlike any other in New York. As we receive hundreds of applicants for every opening (including volunteer opportunities) we are unable to respond to each person individually, but will definitely reach out should your skills match our current needs. Thank you for your interest in Park Avenue Armory!

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Associate Director of Ticketing and Customer Service
Posted on July 26, 2017

Part American palace, part industrial shed, Park Avenue Armory is dedicated to supporting unconventional works in the visual and performing arts that need non-traditional spaces for their full realization, enabling artists to create and audiences to experience epic and adventurous presentations that cannot be mounted elsewhere in New York City.


ASSOCIATE DIRECTOR OF TICKETING AND CUSTOMER SERVICE
The Associate Director of Ticketing and Customer Service directly manages the Box Office team and oversees the day to day operation of the Box Office. The Associate Director will be responsible for creating a service culture that reflects the institutional values of the Armory, working closely with other departments that have touchpoints with customers and the public. The Associate Director will be responsible for creating programs for hiring and ongoing training that instill the Armory’s customer-friendly culture and values in box office staff. The Associate Director is responsible for meeting group sales goals that are set in conjunction with the Marketing Director and for managing the group sales operation. The Associate Director acts as the Tessitura administrator for all ticketing and group sales functionality, including reporting and analytics. The Associate Director collects and reports on visitor feedback so that the Armory can make data-supported decisions to continually improve the patron experience while developing strategies to improve the customer experience at all touchpoints.

MAJOR RESPONSIBILITIES:

Ticketing Services
• Oversee the daily operations of the Box Office including the day-to-day sales of tickets and subscription packages in person, online, and over the phone
• Oversee Will Call for performances and troubleshoot patron issues, such as lost tickets, complaints, special requests, counterfeit tickets, and accessibility needs
• Develop and maintain cash handling procedures that meet audit requirements. Develop and maintain credit card processing standards that are PCI compliant, including EMV-compliant processing
• Develop and maintain systems for handling special requests including access needs, ticket transfers/exchanges, donations for resale, and requests to join the waiting list for sold out performances
• Manage the IDNYC Membership program
• Manage in-person Membership sales at the box office
• Develop the box office staffing schedule and budget
• Conduct an effective training program for new hires and current box office staff that is in alignment with the overall service culture and mission of the Armory, as well as uphold standard operating procedures for Tessitura, cash management, and ticketing policies

Tessitura Administration
• Responsible for season building and on sales including creating performances, packages, price types, pricing rules, and facilities
• Work with the Marketing department on setting up discounts including promo codes and offers, and managing dynamic pricing
• Creatively solve ticketing challenges using a range of ticketing styles including general admission, seated, and timed ticketing
• Test all Tessitura functionality including the TNEW purchase path and N-Scan compatibility
• Create, maintain, and distribute the daily Box Office Ticket Sales Report including sales, holds, and revenues against budget. Provide final revenue on production-level information to Finance. Utilize T-Stats for detailed reporting on inventory, holds, and revenue by zone, mode of sale, and other statistics
• Create and maintain all held and allocated ticket inventory in collaboration with the Marketing and Development departments
• Ensure that attendance is accurately captured and tracked in Tessitura using N-Scan
• Generate and update Tessitura documentation for both power users and end users

Customer Service
• Create a culture where frontline staff act as ambassadors for the Armory and confidently connect patrons to the services they need, while educating them about Armory offerings in a welcoming and friendly manner. Empower staff to engagingly promote additional events and Memberships
• Develop strategies for improved customer service at all touchpoints, including website, social media, by phone, and in person
• Train staff to maintain an extensive knowledge of Armory functions, events, history, programming, and policies to effectively handle any patron query or request
• Develop how Customer Service Issues in Tessitura are used to document, track, and report patron feedback to the relevant departments
• Develop patron-friendly policies that promote positive and ongoing relationships with the Armory
• Encourage the frontline staff to take ownership of the customer experience and provide staff with the tools to resolve customer issues in an expedient manner

Group Sales
• Meet group sales goals that are set in conjunction with the Marketing Director
• Oversee the daily operations of group sales for productions and tours (both public and private) including customer service, fulfillment, and invoicing
• Develop strategies for capturing additional group sales revenue

REQUIREMENTS AND SKILLS:
• Three to five years Box Office experience
• Extensive knowledge of Tessitura and T-Stats required
• Minimum three years management experience strongly preferred
• Must be able to work independently and to manage, train, and motivate others
• Candidate must be able to successfully handle multiple priorities in a fast-paced, sometimes stressful situations
• Candidate must have the ability to work with the public and possess conflict resolution skills
• Excellent written/verbal communication and documentation skills required
• Proficiency with Microsoft Office including Word, Excel, Outlook, PowerPoint and other Windows applications required
• Position requires the ability to accommodate a flexible schedule including evenings, weekends, and holidays, as well as being able to perform in a fast-paced, dynamic work environment

APPLICATION PROCESS:
Position is open until filled.  Anticipated start date is ASAP. Interested candidates should submit resume and cover letter in a single Word or PDF document saved as candidate’s first and last name.  All submissions should be emailed to marketing@armoryonpark.org with “Associate Director of Ticketing and Customer Service” in the subject line.  Only resumes and cover letters submitted in this format will be reviewed.  No phone calls, please.

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Park Avenue Armory is an Equal Opportunity Employer and committed to the goal of building a culturally diverse staff and strongly encourages applications from minority candidates.

643 Park Avenue
New York, NY 10065
(212) 616-3930

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