Ticketing Systems Administrator (Ticketing Operations & Visitor Experience)

How You’ll Contribute

The National Geographic Society headquarters, based in Washington, D.C., is undergoing a $300 million public space renovation project to be completed in 2026 (called Base Camp). Components of the new guest experience will include a state-of-the-art pavilion entrance, auditorium, iconic photo gallery, exhibition space, immersive walk-through attraction, retail, F&B, rooftop bar, education center, archives, VIP tours, and exciting new event space. A fully sustainable, on-brand hotel may also be built and operated by a third party on the campus. The capstone of the renovation is a one-of-a-kind nighttime experience in the courtyard. In addition to this new on-campus experience, National Geographic Society has an existing business of touring exhibitions and immersive experiences that will be growing and expanding.

NGS is seeking an experienced Ticketing Systems Administrator to manage ticketing systems and related technology for this new public experience, recommending and implementing system optimization and efficiency to enhance the business. This position will report to the Sr. Director, Visitor Experience and work closely with NGS Technology to deliver a best in class ticketing experience to all visitors and end users while maximizing ticket revenue.

Your Impact

Responsibilities:

System Administration and Support (40%):

• Recommends and implements optimal system configuration, including pricing setup, ticketing allocations, admission and event capacities, packages and combo tickets, and purchase flows.
• Builds all ticketing for daily admission, evening and weekend programming, special events, guided tours, and group packages.
• Monitors and manages daily capacities for maximum revenue and visitor survey scores
• Implements dynamic pricing and pricing changes.
• Coordinates with NGS Technology on managing system integrations, such as Salesforce and ticketing website.
• Creates and maintains ticketing system user accounts and security.
• Troubleshoot all end-user support requests, coordinating with NGS Technology to resolve as needed.
• Stays current with system upgrades as well as industry ticketing trends and best practices. 
• Stays up to date on best practices and strategies for customer relationship management and customer experience management across the business sector.

System Maintenance and Quality Control (25%): 

• Responsible for data hygiene and integrity and the overall management, supervision and development of the systems at a strategic level. 
• Partners with NGS Technology manage the software vendor to ensure the system is functioning at optimal speed at all points of sale, to resolve all technical issues in a timely fashion, and to maintain the application and its database at current release levels. 
• Monitors and troubleshoots ticketing system, credit card processing, and connections to server. 
• Coordinates with NGS Technology to maintain production and test environments. 
• Establishes and maintains documentation for business processes, system upgrades/customizations, and naming conventions. 
• Performs regular database cleanup including constituent record structure, duplicate record management, and data subject requests. 

Analytics & Reporting (25%): 

• Creates and distributes daily sales and attendance reports.
• Monitors sales and attendance dashboards and distributes to stakeholders.
• Manages additional reporting requests, responding in a timely manner while maintaining data integrity across reports and assessing needs for automated reports based on business trends.
• Coordinates with NGS Finance, Accounting, and Membership on financial coding and month-end and year-end reconciliation reporting.
• Manages data exports and imports and monitors system integrations to ensure accurate data across systems.

System and Ticketing Training (10%): 

• Works with Ticketing and Customer Service Manager to onboard new ticketing staff and provide additional training support.
• Updates training materials and provides new feature training when the ticketing system is updated.

Educational Background

Bachelor’s degree in related field

Minimum Years and Types of Experience

3 years managing or administering a ticket system.  5 years of experience in a museum, attraction or similar institution preferred

Necessary Knowledge and Skills

• Administrator experience and current knowledge of multiple ticketing software systems
• Experience using multiple CRMs. Salesforce experience a plus
• Understanding of current ticketing trends in the museums and attractions industry
• Knowledge of Microsoft Office programs and Google Workspace
• Strong multi-tasking skills and attention to detail
• Ability to collaborate and communicate effectively across multiple divisions with varying technical understanding
• Experience using multiple ticketing softwares
• Ability to work in a fast paced, multi-phase project environment with shifting priorities
• Proactive, positive, customer service mindset

Salary Information

National Geographic Society offers a competitive and holistic total rewards package. Our compensation structure and transparent pay philosophy are based on industry-specific market data for similar sized nonprofit organizations.

The salary range for this position is $69,000 - $82,000.

Pay offered to candidates will be based on several factors including but not limited to industry-based or other relevant work experience, education, skills, certifications, and training.

In addition, National Geographic Society offers a competitive and comprehensive benefits package that includes, but is not limited to, medical, dental, and vision insurance; engaging and comprehensive wellness program; 401(k) retirement savings plan with matching contributions after 6 months of employment; flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave; 12 paid holidays and a paid winter break between December 25 and 31; paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits; learning and development opportunities; Lifestyle Spending Account; pet adoption assistance and insurance; pre-tax transportation benefits with a generous employer subsidy; employer-paid life insurance and disability benefit; and a variety of National Geographic discounts and perks.

Job Designation

Resident - Our Resident category recognizes that certain staff need to be physically present at Base Camp to do their work. Some Resident staff must be at Base Camp every day to do their jobs, while others may only need to be physically present onsite some of the time to meet looming deadlines or to get work done and may require a unique schedule. As such, this category has been revised to provide maximum flexibility depending on what’s required for each individual role. The days Resident staff come into the office will be determined by their teams and workflow, and they should work with their supervisors to determine their specific schedule. And throughout the year, their schedule may be adjusted based on cyclical work cycles, deadlines, and/or ebbs and flows of work.

Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.

We encourage you to apply even if your experience is not a 100% match with the position. We are looking for someone with relevant skills and experience, not a checklist that exactly matches the job description. We want to help you grow and in return, you help us grow into a stronger, more inclusive organization.