Director of Ticketing Operations
Description

Purpose:  Optimize Meow Wolf’s ticketing operations.

Location:  Denver, CO / Las Vegas, NV / Santa Fe, NW

Compensation: for candidates based in Colorado is $85,000 - $113,000. (Compensation for candidates outside of Colorado may vary based upon location and experience.)

Meow Wolf is a social impact art project that fuels a business, and a business that fuels a social impact art project. We create immersive and interactive experiences that transport audiences into fantastic realms of story and exploration.

Meow Wolf is seeking a Director of Ticketing Operations to lead the development and execution of our ticketing strategy and operations. This role will work with our centralized Digital Ops team, external ticketing vendor(s) and current/future exhibitions teams to optimize and streamline ticketing. They will facilitate strategic conversations regarding how to maximize revenue, improve the customer ticketing experience, increase operational efficiencies, and will have the primary responsibility for executing these strategies. Additionally, they will create, communicate, and maintain SOPs and best practices for ticketing platforms including new users, ticket pricing, and coupon/promotion usage. 


What you will do...

  • Increase organizational competency regarding ticketing capabilities
  • Enable Exhibition teams (specifically box-office team members) to focus on guest-facing activities
  • Increase number of completed ticket transactions. Reduce the number of ticketing related issues that are elevated to Guest Experience team
  • Standardized processes and reporting for all promotional ticketing programs.
  • Establish process flows for all price changes and capacity adjustments that will support internal/external audits

How will you do it…

  • Train Exhibition and Guest Experience team members on how to use the ticketing platform more efficiently. 
  • Proactively monitor and partner with box-office operators to identify opportunities to improve efficiency.  
  • Document, communicate, and collaborate with partners to execute short- and long-term ticketing strategy.
  • Research customer feedback and partner with Guest Experience team to identify opportunities for improvement in the ticketing process and lead efforts to implement solutions.
  • Create company wide documentation that details the full management of  our ticketing system, and the facilitation of user access/controls, price changes, capacity adjustments, and coupon/promotion usage.
  • Lead regular discussions with partners to identify ways to maximize revenue, improve the customer ticketing experience, and increase operational efficiency.
  • Act as Tier 3 ticketing platform support along with the Director of Digital Ops
  • Drive special projects supporting our ability to scale our operations and transform our internal business capabilities for the Devices and Services Partnerships organization.
  • Manage the end-to-end prioritization, roadmap, and delivery of ticketing operations, automation, and reporting/analytics solutions for all Meow Wolf exhibitions, events and activations and partnerships. 
  • Define requirements for prioritized solutions covering business process, policies, technical design, and end-user requirements for end-to-end digital solutions.
  • Leverage a product owner mindset to define user metrics for ticketing tools, assess current state solutions, and outline strategies to improve overall ticket revenue.

To be successful in this role you are a…

  • Quick learner capable of learning new platforms, processes and industry best practices
  • Problem solver and skills in quality assurance
  • Natural collaborator with strategic communication skills
  • Self-motivated independent contributor, adaptable to changing needs and taking on new tasks, and receptive to receiving direction

What you will bring…

  • Bachelor's degree or equivalent practical experience.
  • 3-5 years of experience within an organization leading projects from beginning to completion
  • Experience with designing and simplifying complex processes and implementing them with a well-defined plan and measurable goals.
  • Experience managing end-to-end process improvement implementations spanning processes, systems, and people.
  • Strong analytical and organizational skills.

It would be nice to have…

  • 3 years of experience with product owner/data analytics/program management or solution ownership roles.
  • Experience working in admission/ticketing platforms (specific experience with TixTrack a plus)
  • Experience in database usage with platforms such as Airtable
  • Experience generating change in growing environments.
  • Ability to leverage a product management mentality in defining organizational needs, optimizing for user experience, and defining key performance indicators to evaluate impact.
  • Ability to take on multiple projects with executive stakeholders.

Work Environment and Physical Demands:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. 

  • Work Environment: This position can work from home, otherwise it is an office setting.
  • Physical Demands: There are no physical demands from this position.
  • The employee will comply with company and OSHA standard workplace safety protocols.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Work Schedule

This is a full-time position, and hours of work and days are Monday through Friday, 9 a.m. to 5 p.m. or 10 a.m. to 6 p.m. Occasional evening and weekend work may be required as job duties demand.

Supervisor Responsibilities

This position does not require supervisory responsibility

Travel

Travel is not required for this position, but there will be opportunities to.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

JOIN MEOW WOLF 

The organization is comprised of individuals who inspire creativity in people's lives through art and exploration, so that our combined imaginations can transform the world we live in. Every role is a vital component and thereby essential in creating exhibitions that will serve as anchors, borne in deep radical collaboration with local artists and communities, thus fueling our social impact initiatives. Each hire allows us to enhance our surrounding communities and the true source of our creativity, reputation, and vitality.

Meow Wolf is committed to our DIY roots and grassroots community support principles. To document that commitment, we converted our legal designation into a Delaware Public Benefit Corporation and have certified as a B Corporation. As a B Corp, we have a triple bottom line of supporting financial, social and environmental wellbeing in our community.


Our four areas of impact are:

·       Respect for Creative Communities

·       Respect for Collaborating Artists

·       Respect for our Environment

·       Respect for our Employees

BENEFITS

The choices we make concerning our benefits during enrollment periods are among the most important we select for ourselves and our families. As part of the total compensation package for full-time employees, Meow Wolf offers a comprehensive benefits package that includes various options to meet individual healthcare and financial needs along with many perks.  

  • Medical Insurance options: PPO & HSA
  • Dental & Vision Insurance
  • Company Paid Life Insurance Policy & Long-Term Disability Coverage
  • Voluntary Short-term Disability & Critical Illness Policies
  • Company Paid Employee Assistance Program
  • Paid Parental Leave for 6 weeks
  • Discount off Meow Wolf Gift Shop Merch
  • Admission to Meow Wolf attractions for employees and guests
  • 401k Retirement Plan
  • And more benefits specific to the location of the role

Please visit www.meowwolf.com/careers for more information.
COME AS YOU ARE

Meow Wolf is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to ensuring all employees enjoy and thrive in a work environment where differences make us the vibrant, wonderful community we are! All employment decisions at Meow Wolf are based on business need, job requirements, and individual qualifications, without regard to race, color, ancestry, national origin, gender, pregnancy, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, service in the military or any other characteristic protected by federal, state or local law. 

About Meow Wolf

Meow Wolf is an innovative arts and entertainment company that creates mind-bending experiences through immersive and interactive storytelling art installations, video and music production, and extended reality content.  What began as an art collective in 2008 has now become one of the most popular and successful immersive and interactive experience companies in the world.

Meow Wolf’s first permanent installation, the THEA Award-winning House of Eternal Return, opened in Santa Fe, NM, in March 2016 with the support for Game of Thrones creator, George R.R. Martin. Inside, guests discover a multidimensional mystery house with secret passages, portals to magical worlds, and an expansive narrative amidst surreal, maximalist, and mesmerizing art exhibits.

After garnering national acclaim, Meow Wolf launched two new immersive experiences in 2021: Omega Mart in Las Vegas, an extraordinary supermarket that bursts into surreal worlds and unexpected landscapes, and Convergence Station in Denver, a four-story exhibition with more than 70 unique installations that transport you into a psychedelic, science-fictional journey.   

Recognized in Fast Company's 2022 and 2020 list of ‘The World's 50 Most Innovative Companies’ and as the only certified B-Corporation in the themed entertainment industry, Meow Wolf is comprised of nearly 1,000 employees creating and supporting art across a variety of media, including architecture, sculpture, painting, photography, video production, cross-reality (AR/VR/MR), music, audio engineering, narrative writing, costuming, performance and more.