Manager, Ticketing Operations

4 weeks ago

Toronto, Canada TORONTO INTERNATIONAL FILM FESTIVAL Full time

**MANAGER, TICKETING OPERATIONS**

**Permanent**

**Full-time**

**Visitor Experience Operations**

TIFF is a charitable, cultural organization dedicated to presenting the best of international and Canadian cinema and creating transformational experiences for film lovers and creators of all ages and backgrounds in our home - TIFF Bell Lightbox. Our mission: To transform the way people see the world, through film.

TIFF is committed to embracing diversity and treating all individuals with respect, dignity and fairness by removing physical, social and economic barriers to participation.

We encourage you to reflect on the land that you are on, who the traditional keepers of the land are, what the treaty relationship is, or if it’s unceded territory. TIFF is located on the Treaty Lands and Territory of the Mississaugas of the Credit and the traditional territory of the Anishinaabe, the Wendat, and the Haudenosaunee. We are grateful to work on this land.

We are currently hiring for the position of:
**MANAGER, TICKETING OPERATIONS**

Reporting to the Senior Manager, Ticketing & Customer Relations, the Manager, Ticketing Operations, leads the creation and management of TIFF events in our Ticketing system and its online sales portals. Therefore, they must understand the needs of TIFF (and its audiences) as much as they comprehensively understand the systems we use to deliver our events, Memberships and Donations. In addition, they manage a consistent, accurate delivery of year-round programming and the Festival in September.

**RESPONSIBILITIES**:
- Manage the day-to-day operations of an administrative team. Define processes and approaches and help the team refine these when issues or inefficiencies are found- Works with Senior Manager, Ticketing and Customer Relations to define processes and approaches to ticketing and RSVP management, to ensure effective execution and clear internal and external communications of how to attend an event at TIFF.- Lead by example in team management and development, using a “one team” approach; ensure departmental integrity and vision are intact Work with direct reports to provide opportunities for growth/learning and empower your team members- Translate business needs into system realities by managing and suggesting improvements to the structures, seating, holds and pricing for all TIFF activities.- Represent interests of ticketing as a whole in multi-departmental committees and working groups- Continuously working to improve the audience experience in ticketing as new options and technologies- Communicating and collaborating with multiple internal teams and clients to fulfill internal and third-party event creation and ticket requests- Establish timelines and identify requirements for Festival deliverables in collaboration with internal team members- Work with our vendors to ensure scanning is set up for all our Festival venues- Work with other internal departments to create Festival accreditation and provide Press and Industry screening reports- Seating holds and pricing for all TIFF activities that take place in our ticketing system- Use troubleshooting techniques and tools to resolve ticketing or adjacent systems promptly. Coordinate with IT to troubleshoot any hardware and operational issues- Troubleshoot any issues that arise in any ticketing or adjacent systems quickly and escalate appropriately

**JOB GRADE & SALARY**:
- Job Grade 3- $60,000-$75,000/ Annually

**WORK LOCATION**:
- Office Location: 350 King Street West, Toronto, ON M5V 3X5- Weekly in office requirements:
- Minimum 2 days (November to May)-
- Minimum 3 days (June to October)-
- Festival Office Requirements: Full Time during Festival

**TARGET START DATE**:
- July 10th, 2023

**MINIMUM REQUIREMENTS**:
- 5 years + of experience building events in ticketing systems and/or managing customer/transactional-oriented databases- Previous experience with any Ticketmaster products is an asset- Previous experience with project management, event planning and execution- Previous experience managing a customer-facing online e-commerce platform- Previous experience managing a team of system administrators/ data managers- Ability to work confidently with intermediate-level database/spreadsheet tools and concepts (e.g. pivot tables, joins, etc.)- Understand, implement and enforce rules around online access and sale structure- Strong ability to work efficiently on many projects with varying deadlines and anticipate priorities- Self-starter with the ability to problem-solve, independent learner with a solid ability to communicate to multiple levels in an organization- Demonstrated pride in accuracy and efficiency- Ability to improve and lead a positive, innovative and encouraging work environment- Shown to perform well under pressure- Mature personal judgment, exhibiting a high level of professionalism and diplomacy.

**HOW TO SUBMIT & APPLICATION DEADLINE**:- Please upload your cover letter and resumé as PDF(s), before

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