Festival Manager, Customer Experience

POSITION OVERVIEW

The Festival Manager, Customer Experience is charged with managing the planning, implementation, and daily operations of the Customer Support Department to facilitate customer success and provide exceptional customer support for the Sundance Film Festival. The Manager is responsible for resolving patron inquiries primarily through the Customer Support online platform and in-person Festival Information Booths. This position will provide critical support to other Ticketing areas including advising on ticketing policies and procedures.

Working closely under the Ticketing Director, the Festival Manager, Customer Experience supports Sundance Institute’s commitment to providing patrons with the best possible experience of the Festival’s many digital and in-person offerings.

This position will oversee seasonal Festival Team Leads and Support Agents to assist with facilitating department operations, processes, and functions.

This temporary position works full time (40 hours per week) starting as soon as possible through Friday, February 19, 2027 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 conducted remotely out of any of our operating states, until the department comes together in Boulder, CO in January to support the in-person elements of the Festival.

Top priorities include but are not limited to:

• Managing the Customer Support department to ensure patrons are provided with exceptional service and timely resolution to all inquiries.

• Addressing customer questions regarding festival registration, ticketing products and technical support (browsers, compatibility, computer settings, etc.).

• Overseeing the Customer Support platform, drafting customized responses, creating individual user permissions and performing routine maintenance as needed.

• Supervising all festival Information Booth locations. Managing employees, scheduling shifts, developing a system for communication and establishing hours of operation.

• Creating, updating, and distributing customer support and user manuals for various internal departments, employees, and volunteers to ensure accurate information is published.

• Drafting and proofing all external attendee communications facilitated through Customer Support and the Ticketing Department (website copy, canned responses, public ticketing information, training materials, etc.).

• Leading a team of seasonal employees and volunteers, including selecting and training highly effective staff, providing direction, feedback, and support to ensure employees understand responsibilities and delegating appropriate and meaningful work.

• Constantly driving self-learning to remain current on best practices regarding ticketing and customer service within performing arts and live event industries.

• Providing pre-authorization for processing, auditing, and tracking refund requests. Investigating and resolving customer chargeback disputes.

• Managing festival Lost and Found operations, including software management and inventory tracking, training staff and volunteers on policies, and overseeing unclaimed item donation.

• Working with the Volunteer Department for Festival needs relating to information booths, creating schedules, training materials, and supervising volunteers for the department and submitting volunteer evaluations post-Festival.

• 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.

• 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 $1,111.23 to $1,352.00*, 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)

*Applications open 8/11/2026 and will be accepted for at least one week