Director Of Audience Development Jobs in Wisconsin

Position Profile

The Director of Ticketing & Tessitura Operations is a key leadership position responsible for strategic direction, technology management, revenue optimization, and daily operation of Milwaukee Rep’s ticketing systems and Ticket Office functions. Serving as the organization’s primary Tessitura expert and digital commerce lead, this position oversees ticketing operations across multiple venues and sales channels, ensuring a seamless patron experience from first purchase through performance attendance. The Director manages ticketing technology, inventory management, reporting, patron data, and e‑commerce systems while leading a culture of exceptional customer service and operational excellence. Working collaboratively with multiple departments, the Director plays a critical role in supporting Milwaukee Rep’s ticketing, patron engagement, and revenue goals and reports directly to the Chief Marketing Officer.

Major duties and responsibilities include:

• Partner with the Chief Marketing Officer to establish Ticket Office revenue generation benchmarks.
• Analyze sales trends, purchasing patterns, patron behavior, and revenue performance to identify opportunities for audience growth, revenue generation, and strategic decision‑making.
• Implement ticket pricing, dynamic pricing, inventory management, and yield optimization strategies.
• Foster a proactive sales culture within the Ticket Office that emphasizes patron engagement and retention while maintaining exceptional customer service standards.
• Support organizational initiatives related to add‑on performances, special events, donations, and other earned and contributed revenue opportunities.

• Lead Milwaukee Rep’s Tessitura ecosystem—including season builds, pricing structures, inventory management, facility configurations, offers, promotions, and ticketing workflows.
• Maintain system integrity through user administration, security management, integrations, documentation, and governance.
• Lead Tessitura training, process improvement initiatives, and adoption of new functionality and best practices. Oversee ticket‑related patron communications, ticket design, mobile ticketing, and digital delivery systems.

• Serve as the primary business lead and liaison for Milwaukee Rep’s online ticketing and e‑commerce platforms and related vendor relationships, including Tessitura, Made Media, Secure My Booking, JCA, and other technology partners.
• Partner with internal stakeholders and external vendors to optimize the online purchasing experience.
• Manage ticketing functionality across the website—including subscriptions, single tickets, exchanges, gift certificates, donations, dinner sales, and promotional offers.
• Oversee purchase flows, patron account functionality, confirmation messaging, self‑service tools, and digital upsell opportunities.
• Monitor digital commerce performance and implement improvements that increase conversion, usability, and online revenue.

• Lead all aspects of Ticket Office operations, policies, procedures, and service standards.
• Foster a patron‑centered culture focused on exceptional service, audience loyalty, and operational excellence.
• Continuously evaluate and improve ticketing processes while balancing organizational policies with thoughtful problem‑solving and customer care.
• Ensure compliance with organizational policies, contractual obligations, data security standards, and industry best practices.
• Support high‑volume phone sales periods.

• Develop and maintain reporting tools and dashboards utilizing Tessitura, Excel, and other business intelligence resources.
• Provide timely sales, revenue, attendance, forecasting, and patron analytics to support organizational decision‑making.
• Ensure data integrity and support budgeting, forecasting, reconciliation, and long‑range planning initiatives.

• Provide leadership and supervision for Ticket Office staff and daily operations.
• Recruit, train, mentor, evaluate, and develop team members while establishing clear expectations and accountability.
• Foster a collaborative, inclusive, and service‑oriented culture while serving as a resource for complex patron and operational situations.

• Collaborate with the Director of Subscriptions & VIP Ticketing on Subscription operations, seat management initiatives, pricing implementation, and patron service strategies.
• Support marketing, fundraising, and audience development initiatives through patron segmentation, analytics, and sales reporting.
• Work closely with Guest Operations to ensure seamless patron experiences from purchase through attendance.
• Participate in organizational committees, planning initiatives, and special projects as assigned.
• Other duties as assigned.

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum of five years of progressively responsible ticketing leadership experience within performing arts, live entertainment, sports, attractions, or a comparable customer‑focused environment.
• Advanced Tessitura experience required, including event builds, pricing structures, inventory management, reporting, CRM functionality, and system administration.
• Demonstrated experience managing complex ticketing operations involving multiple venues, events, and pricing structures.
• Experience with digital commerce platforms, website integrations, and online sales optimization.
• Strong understanding of revenue management principles, dynamic pricing strategies, and audience development practices.
• Demonstrated success supervising and developing professional staff.
• Excellent analytical, organizational, project‑management, and problem‑solving skills.
• Strong communication and interpersonal skills with the ability to collaborate effectively across departments.
• Ability to navigate high‑pressure situations with professionalism, sound judgment, and a solution‑oriented approach.
• Commitment to providing exceptional customer service and fostering positive patron relationships.
• Enthusiasm for live theater and the performing arts.
• Ability to work evenings, weekends, and holidays as required by performance schedules.

Milwaukee Rep offers competitive compensation, with a salary range expected between $75,000 and $80,000. Milwaukee Rep offers a generous benefits package, including:

• Health & Dental Insurance – Employer contribution to premium Health Savings Account & Health Reimbursement Account.
• Flexible Spending Account.
• 403(b) Retirement Plan.
• Paid vacation, holidays, and sick leave.
• Professional development opportunities.
• Relocation assistance may be available for the successful candidate.

Milwaukee Repertory Theater is committed to creating a culturally diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or veteran status.