Festival Manager, Customer Support Operations
The Festival Manager, Customer Support Operations, is charged with the planning, implementation, and daily operations of the Customer Support department which facilitates customer support inquiries for the Sundance Film Festival. The Manager leads answering and resolving all patron inquiries, primarily through the customer support platform, Zendesk. Additionally this position will provide critical support to other Ticketing Operations, including Lost & Found processes. This position will manage a large team of seasonal employees to assist with facilitating operations, processes, and functions related to customer support. Working closely under the Director, Ticketing the Festival Manager, Customer Support Operations supports Sundance Institute's commitment to providing patrons with the best possible experience of the Festival's many digital and in-person offerings. This temporary position works full time (40 hours per week) from Wednesday, September 3, 2025 through Friday, February 13, 2026 and requires extended hours, including evenings and weekends to meet key deadlines and respond to on-call needs as assigned. The majority of this position's work can be executed remotely out of any of our operating states, until the department comes together in Park City, UT in January to support the in-person elements of the Festival.
Top priorities include but are not limited to:
- Managing the Customer Support department for the Sundance Film Festival to ensure patrons are provided with timely resolution to their questions.
- Managing timelines, ensuring adherence to procedures, policies, and deadlines related to public ticketing operations and the ticketing system across multiple departments and stakeholders.
- Developing, documenting, communicating, and training staff on consistent customer support policies in regards to ticket scanning, waitlists, and customer support messaging, and resolving high-level customer support issues.
- Advising on ticketing policies and procedures as requested, including managing lost and found policies.
- Supporting ticketing contracts, agreements, policies, and procedures and the organization's charitable donations program as needed.
- Providing onsite support to other ticketing operations and staff, such as Ticketing Agents, as requested.
- Updating, creating, and distributing customer support and user manuals for various internal departments, employees, and volunteers; coordinating with other departments and external contacts to ensure accurate information is published.
- Managing Lost and Found operations, including software management and inventory tracking, training staff and volunteers on policies, conducting email and phone follow up, and overseeing unclaimed item donation.
- In collaboration with the Production Department, planning and managing the set-up and tear-down of the information booth in Festival Headquarters, including coordinating rentals and deliveries.
- Working with the Volunteer Department to acquire coverage for Festival needs, creating schedules, training materials, and supervising volunteers for the department and submitting volunteer evaluations post-Festival.
- Drafting, updating, and proofing all communications facilitated through Customer Support and the Ticketing Department (website copy, canned responses, public ticketing information, training materials, etc.) for accuracy.
- Managing a team of seasonal employees, including providing training, direction, feedback, and support to ensure employees understand their responsibilities and are effective in their roles.
- Answering and resolving customer questions regarding registration, purchasing Festival passes, ticket packages, and individual tickets and providing technical support (browsers, compatibility, computer settings, etc.).
- Monitoring incoming customer support Zendesk tickets and tracking ticket resolution.
- Providing a weekly email to leadership highlighting current customer support issues and responses.
- Processing, auditing, and tracking refunds and swaps routing pre-authorization as needed.
- Ensuring accurate information is recorded and updated to customer accounts, including cancellations or exchanges, customer information, and shipping information.
- Ensuring updates to products and procedures are communicated in a timely manner to all internal stakeholders.
- Communicating and documenting operational, employee, or other problems as appropriate.
- Completing a comprehensive written wrap report, as directed.
You have the following direct or transferable skill sets:
- Legal authorization to work in the United States.
- Valid driver's license and successful completion of MVR background check.
- 3 years operational planning and implementation experience or related.
- Leadership skills with a background that includes managing people.
- Outstanding verbal, written, interpersonal communication skills to work effectively with a variety of people.
- Excellent organizational skills including ability to self-manage a work schedule.
- Ability to maintain confidential information.
- Ability to mitigate conflict and facilitate positive customer relations.
- Experience working with Zendesk or a similar customer support software.
You will be successful in this role if you:
- Help patrons have the best Festival experience possible by ensuring efficient resolution of issues and providing customer support.
- Effectively lead a team of employees who demonstrate a commitment to providing comprehensive support to Festival patrons.
- Demonstrate patience in all interactions with external and internal constituents.
In addition to a weekly pay of $1,069.62 to $1,320.00*, this position is eligible for benefits & perks, highlights include:
- Paid sick leave and Institute holidays
- Employee assistance program
- Employee Wellness Initiatives
- Sundance Film Festival passes and benefits (varies each year)
**Location will be taken into consideration when making the final offer. Applications open 08/13/2025 and will be accepted for at least one week**