Manager, Ticketing Operations

**MANAGER, TICKETING OPERATIONS**

**Permanent**

**Full-time**

**Ticketing & Customer Relations**

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 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**

**RESPONSIBILITIES**:

- Manage the day-to-day operations of the administrative ticketing team. Define processes and approaches, and help the team refine them when issues or inefficiencies are found.- Work with the Director, Ticketing & Customer Relations, to define and implement processes for ticketing and RSVP management, ensuring effective execution and clear communication with internal teams and external audiences.- Lead by example in team management and development, fostering a “one team” approach, maintaining departmental integrity, and empowering team members with opportunities for growth and learning.- Translate business needs into system realities by managing and improving structures, seating, holds, and pricing for all TIFF activities.- Represent ticketing interests in multi-departmental committees and working groups.- Continuously improve the audience ticketing experience by implementing new options, technologies, and best practices.- Communicate and collaborate with 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 teams.- Work with vendors to ensure scanning and ticketing operations are properly set up for all Festival venues.- Create Festival accreditation and provide press and industry screening reports in partnership with other internal departments.- Use troubleshooting techniques and tools to promptly resolve issues in ticketing and adjacent systems, escalating to IT or leadership as appropriate.

**JOB GRADE & SALARY**:
- Job Grade 3- $60,000-$72,000/ Annually

**TARGET CONTRACT DATES**:
- December 15, 2025

**WORK LOCATION**:
- Office Location: 350 King Street West, Toronto, ON M5V 3X5- Weekly in-office requirements:
- Minimum 3 days- Festival Office Requirements: Full-time during Festival

**MINIMUM REQUIREMENTS**:
**Experience & Knowledge**- 5+ years of experience building events in ticketing systems and/or managing customer-transactional databases.- Proven experience managing ticketing for multiple event types, including year-round programming, third-party/rental events, and festivals.- Previous experience with Ticketmaster products (e.g., Archtics/Host) is an asset.- Previous experience managing a customer-facing online e-commerce platform.- Previous experience managing a team is preferred.- Familiarity with CRM systems, reporting tools, and other event management software.

**Technical & Operational Skills**- Strong ability to work confidently with intermediate-level database/spreadsheet tools and concepts (e.g., pivot tables, joins, reporting).- Experience with ticket inventory management- Familiarity with Adobe products, such as InDesign, Photoshop, and Illustrator- Ability to understand, implement, and enforce rules around online access and sale structure.- Ability to interpret sales data and operational reports to inform decisions and optimize performance.

**Project Management & Organizational Skills**- Strong project management skills with experience in planning and executing events.- Demonstrated ability to manage multiple priorities and projects with varying deadlines.- Self-starter with excellent problem-solving skills and the ability to work independently.- Demonstrated pride in accuracy, efficiency, and attention to detail.

**Communication & Leadership**- Excellent verbal and written communication skills, with the ability to liaise effectively with internal teams, external partners, and vendors.- Ability to foster a positive, innovative, and collaborative work environment.- Mature personal judgment, professionalism, and diplomacy, with the ability to perform well under pressure.

**Work Conditions / Additional Requirements**- Adaptable to a flexible work schedule, including some evenings and weekends, with mandatory availability during August and September for Festival operations.- This position also