Manager, Digital Platforms

With a roster of spectacular dancers and an unparalleled repertory, New York City Ballet is one of the foremost dance companies in the world. Founded in 1948 by George Balanchine and Lincoln Kirstein, the Company quickly became world-renowned for its athletic and contemporary style. Widely acknowledged for its enduring contributions to dance, New York City Ballet is committed to promoting creative excellence and nurturing a new generation of dancers and choreographers. The School of American Ballet is the official training academy of the New York City Ballet.

The Manager, Digital Platforms is part of a digital team within the company’s fast-paced Marketing and Media department, and plays a key role in supporting the digital efforts and goals of the New York City Ballet and the David H Koch Theater, working closely with all facets of the institution. The Manager owns the day-to-day operation, quality assurance and platform execution of NYCB’s digital properties (nycballet.com and davidhkochtheater.com) and their integrated e-commerce functions, translating the strategy set by the Director, Digital Platforms into reliable, well-tested and durable digital experiences. At its core, this is a platform and commerce role: the Manager works with content and creative assets supplied by colleagues in the Marketing and Media department and supports the Director in managing the systems, vendor coordination, and testing that keep ticket sales and patron experience running smoothly while also managing a coordinator and interns in support of that work.

DUTIES AND RESPONSIBILITIES

• Execute on content management and development needs for two CMS driven, content-rich websites with integrated e-commerce systems — nycballet.com and davidhkochtheater.com — to maintain, create, and deploy compelling and effective consumer-centric experiences
• In conjunction with the Director, Digital Platforms, work with marketing, IT, Box Office and Customer Care teams to achieve the build-out of annual NYCB and DHKT seasons, making the site/s ready for all ticket on sales, including thorough QA to assure that all business practices are maintained; and to develop and maintain ongoing documentation of required business rules and practices surrounding season builds and ticket on sales
• Serve as contact with internal clients, DHKT renters, and digital marketing staff at Lincoln Center for the Performing Arts (LCPA) to gather and publish content in various CMS systems on nycballet.com, davidhkochtheater.com, and lincolncenter.org, executing placement and scheduling per priorities set by the Director, Digital Platforms and reflecting the organization’s increased focus on DHKT third-party rentals as a revenue stream
• Serve as contact with digital marketing staff at Lincoln Center for the Performing Arts (LCPA) to publish NYCB content on their campus-wide digital landscape in promotion of the NYCB brand and season.
• Own quality assurance for nycballet.com and davidhkochtheater.com — establishing and maintaining QA standards and testing documentation, proactively testing functionality ahead of launches, monitoring critical user journeys (including the ticket purchase path), and identifying, prioritizing, tracking, and resolving issues, escalating to IT or vendors as needed and validating fixes after upgrades and patches
• Serve as the primary project manager for external vendor work on new feature builds, enhancements and platform upgrades across the content sites and ecommerce paths (including checkout and compliance-related updates) once scope and business rules are established, managing timelines, testing and delivery in close consultation with the Director, Digital platforms
• Work with various in-house stakeholders/departments to determine requirements and document specifications for all digital projects in conjunction with the Director, Digital Platforms
• Coordinate with Creative Services and Media to source photography, video, and other digital assets needed for website updates
• Coordinate with appropriate internal and external parties to strategize/schedule/publish the content for the David H. Koch Theater (DHKT) digital landscape lobby monitors to communicate company and renter activities in a timely manner for optimal promotion
• Support day-to-day technical and operational coordination with secondary/resale ticket marketplaces and third-party ticketing and third-party ticketing distribution partners in conjunction with the Director, Digital Platforms
• Manage CMS user permissions, workflows, and governance across nycballet.com and davidhkochtheater.com — including onboarding and offboarding staff and contractor access — to maintain platform integrity and reduce errors
• Build new pages in existing website templates with accessibility and SEO best practices in mind, adhering to web template and style guides, ensuring text and images translate to and are displayed properly and accurately on all platforms
• Utilize Google Analytics 4 and Google Looker Studio to report on website performance in a monthly dashboard, monitor website performance in Google Search Console and Swiftype, adjusting as needed
• Maintain digital content style guides for text and visual assets as well as an organized archive of work/assets for future reference
• Manage the NYCB and DHKT virtual waiting rooms and associated IP management, including monitoring and configuring bot/queue protection and fraud-prevention guardrails (e.g., 3D Secure checkout settings) in coordination with the Director, Digital Platforms and IT
• Own email marketing automation: segmentation, triggered/automated campaigns, templates, and reporting — including performance reminders and other transactional NYCB and DHKT, and future triggered/automated campaigns related to personalization initiatives in support of a broader data and personalization strategy
• Provide patron customer service as needed, and in line with the Call Center, when a user has technical transaction problems
• Maintain current, in-depth knowledge of the Tessitura software system as it pertains specifically to season builds, e-commerce and fundraising features and API changes, staying current on new features introduced in regular platform upgrades.
• In conjunction with Director, Digital Platforms, manage all team proxy email accounts
• Manage team coordinator and intern/s
• Assist with other department activities as needed
  
  

MINIMUM REQUIREMENTS

• Bachelor's Degree and 5+ years' experience in developing and/or managing content for websites and applications, including experience working with HTML and CSS
• Strong knowledge of CMS applications and project management tools, including Airtable, Trello and Freshdesk, as well as Google Analytics 4, Google Tag Manager, Google Search Console, and ElasticSearch/Swiftype
• Experience with virtual waiting rooms, CrowdHandler a plus
• Familiarity with CRM systems, Tessitura preferred, and REST API website integrations
• Experience working with external web developers to build and launch digital properties and familiarity with content migration and UAT processes
• Familiarity with digital signage media management systems, SignageLive experience a plus
• Familiarity with managing email marketing platforms, Wordfly experience a plus
• Familiarity working with and managing digital asset management platforms, Vimeo and Cloudinary a plus
• Experience with Adobe Creative Suite, Photoshop in particular, a plus
• Experience with PCI Compliance requirements in an e-commerce environment
• Familiarity with e-commerce/ticket sales compliance requirements a plus
• Understanding of cross-browser/platform issues and code solutions
• Working knowledge of website metric analytics
• Knowledge of uploading podcast files for distribution on major podcast hosting platforms and an understanding of how to generate, validate, and troubleshoot an RSS feed URL a plus
• Excellent project/workflow management, problem solving, analytical, written and oral communication skills
• Ability to work both independently and collaboratively as part of a team
• Capacity to communicate technology issues to both technical and non-technical audiences
• Ability and willingness to work occasional evenings and weekends
• A demonstrated interest in the arts/culture, ballet and/or NYCB a plus
  
  

WORK ENVIRONMENT

While performing the duties of this position the employee is frequently exposed to an office and theater setting environment.

POSITION TYPE / EXPECTED HOURS OF WORK

This is a full-time, salaried position. The hours or work are typically between 10 AM and 6 PM weekdays; with occasional evenings and weekends, especially around season on-sales, launches, or when issues arise that require immediate attention.

OTHER DUTIES

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

EEO STATEMENT

New York City Ballet is proud to be an equal opportunity employer committed to equity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, religion, age, national origin, sex, sexual orientation, gender identity or expression, marital status, citizenship status, disability, pregnancy, creed, genetic predisposition or carrier status, military status or veteran status, status as a victim of domestic violence, unemployment status, familial status, sexual violence or stalking victim status, caregiver status, arrest or conviction record to extent required by applicable law, credit history or any other characteristic protected by law.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

New York City Ballet, one of the foremost ballet companies in the world, pursues the highest levels of artistic excellence and innovation. Therefore, we seek to attract, retain, and cultivate the most talented dancers, musicians, designers, stage technicians, and arts administrators. To this end, we are deeply committed to creating and sustaining an organizational culture that values and reflects inclusion, equity, and access for all. We are inspired by our founders, George Balanchine and Lincoln Kirstein, who envisioned an authentically American expression of ballet with a company that reflects the rich cultural diversity of this nation. In pursuit of their vision, we are committed to all by educating, developing, and supporting an organization that welcomes and amplifies the voices and lived experiences of everyone.