Manager, E-Commerce and Digital Content

New York City Ballet is one of the foremost dance companies in the world, with a roster of spectacular dancers and an unparalleled repertory. Founded in 1948 by George Balanchine and Lincoln Kirstein, New York City Ballet 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, E-Commerce and Digital Content is part of a digital team within the company’s fast-paced Marketing and Media department and will play a 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.

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, and Box Office 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.
• Aid in management of secondary sites that sell NYCB and DHKT tickets.
• 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.
• 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.
• Work with various in-house stakeholders/departments to determine requirements and document specifications for all digital projects.
• In conjunction with the Director, Digital Platforms, project manage external vendors in the development of all new builds as well as existing platform upgrades and new features.
• Identify, track, troubleshoot, and resolve website bugs.
• Build new pages in existing website templates with accessibility and SEO best practices in mind, adhering to web template and style guides.
• 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, making adjustments as needed.
• Ensure text and images translate to and are displayed properly and accurately on all platforms.
• 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.
• Maintain an up-to-date working knowledge of email deployment platform and list management.
• Oversee NYCB performance reminder and other transactional NYCB and DHKT email deployments with IT.
• Provide patron customer service as needed, and in line with the Call Center, when user has technical transaction problems.
• Keep an up-to-date working knowledge of the Tessitura software system.
• 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 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
• Understanding of cross-browser/platform issues and code solutions
• Working knowledge of website metric analytics
• 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:

• 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 when tech issues that require immediate troubleshooting arise.

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.