Senior Director, Audience Systems and Service Operations

Title:

Senior Director, Audience Systems and Service Operations

Department:
Audience Services

Reports to:

Managing Director, Audience Services and IT

Summary

The Senior Director of Audience Systems and Service Operations is the enterprise owner of the ticketing services, guest service systems, and operational architecture which define how audiences engage with Audience Services at Ensemble Arts Philly. This role defines operational policy, system standards, automation priorities, and governance frameworks to ensure revenue-critical infrastructure, guest service models, and processes are cohesive, scalable, and aligned with institutional priorities.

Anchored in ticketing as a core business platform, this role provides end-to-end leadership across ticketing operations, policy, vendors, and service workflows. In parallel, the Senior Director serves as the primary business owner of ticketing systems and ticketing-domain functionality within shared audience-facing platforms, and as co-decision partner in digital commerce and service delivery flows, working closely with Marketing, Information Technology, and other departments to define priorities, requirements, and governance.

Initial focus for this role is placed on stabilizing and modernizing ticketing and audience systems while eliminating manual workflows, establishing standardized operating models, and building the operational foundation for durable systems and technology governance as the organization's IT function continues to mature.

Essential Functions:

Enterprise Ticketing and Audience Systems Leadership

* Define and uphold enterprise ticketing operational policy, standards, and governance frameworks.

* Lead ticketing operations across platforms, policies, vendors, and workflows ensuring consistency, accuracy and scalability.

* Establish clear decision-making authority and accountability across ticketing operations functions by reducing dependency on escalation, formalizing decision domains, and accelerating service delivery.

* Translate institutional priorities into executable operational plans that support sustainability, revenue growth, and long-term operational resilience.

* Establish standardized governance for performance builds, pricing execution, inventory management, and settlement processes.

* Own vendor strategy, contract governance, performance accountability, and service-level enforcement for ticketing-related platforms and services.

* Oversee payment and fraud operations to enhance guest experience and safeguard revenue.

Strategic Systems Ownership and IT Partnership

* Business owner for ticketing system, access control system, partnerships, value added services and related platforms.

* Gather and manage ticketing-related requirements for projects ensuring alignment with organizational and departmental strategy.

* Co-own digital purchase path optimization and systems roadmap with IT and Marketing Leadership, defining business requirements for digital-first service delivery and self-service expansion.

* Develop and maintain roadmap for efficient, high-quality and sustainable ticketing operations.

* Oversee reporting and data analysis services on behalf of Audience Services. Partner with stakeholders to identify, prioritize deliver actionable reporting aligned with strategic and operational plans.

* Co-lead cross functional forums to align technology and operational decisions.

Operational Architecture and Design

* Design and oversee operational architecture connecting ticketing systems and policy, ticketing operations, contact center operations, box office operations, finance, marketing, development, and audience experience with clearly defined ownership boundaries and governance standards.

* Centralize, formalize, and enforce ticketing operations documentation and change management protocols to ensure standardized, consistent, and auditable processes which deliver efficient, high-quality outcomes.

* Standardize intake, prioritization and escalation frameworks for audience systems, establishing transparent decision domains and reducing reliance on upward escalation.

* Identify and lead process (re) design and automation initiatives that reduce manual…