... Ticketmaster preferred • Demonstrated ability to design and implement operational processes and ... weekends, and holidays as required • Participation in on-sale and high-demand ticketing events ...
... Ticketmaster preferred • Demonstrated ability to design and implement operational processes and ... weekends, and holidays as required • Participation in on-sale and high-demand ticketing events ...
Experience working with Paciolan or Ticketmaster/Archtics ticketing systems preferred * Experience ... Willingness and ability to work long hours, including holidays and weekends as required Preferred ...
Experience working with Paciolan or Ticketmaster/Archtics ticketing systems preferred * Experience ... Willingness and ability to work long hours, including holidays and weekends as required Preferred ...
Experience working with Paciolan or Ticketmaster/Archtics ticketing systems preferred * Experience ... Willingness and ability to work long hours, including holidays and weekends as required Preferred ...
Experience working with Paciolan or Ticketmaster/Archtics ticketing systems preferred * Experience ... Willingness and ability to work long hours, including holidays and weekends as required Preferred ...
Experience working with Paciolan or Ticketmaster/Archtics ticketing systems preferred * Experience ... Willingness and ability to work long hours, including holidays and weekends as required Preferred ...
Experience working with Paciolan or Ticketmaster/Archtics ticketing systems preferred * Experience ... Willingness and ability to work long hours, including holidays and weekends as required Preferred ...
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Assistant Director, Ticketing Operations & Systems
Columbus, OH • On-site
Full-time
Posted 15 days ago
Job description
Job Summary:
The Columbus Association for the Performing Arts (CAPA) is a vital part of the cultural landscape in Central Ohio, dedicated to enhancing lives through the performing arts. The Assistant Director of Ticketing Operations & Systems will oversee the design and improvement of ticketing processes and systems, ensuring an exceptional patron experience and supporting the migration to a new ticketing system.
Responsibilities:
• Design, document, and implement standardized ticketing workflows and procedures across all CAPA events
• Evaluate current operations and identify opportunities to improve efficiency, accuracy, and service delivery
• Develop and maintain comprehensive process documentation, SOPs, and operational playbooks
• Ensure consistency in ticketing practices across departments and venues
• Serve as a primary internal resource for Tessitura functionality and best practices
• Configure and maintain system builds including events, pricing, scaling, holds, packages, and promotions
• Establish quality control protocols for event builds, on-sales, and system outputs
• Partner with IT and external vendors to support integrations, data integrity, and system optimization
• Support the Director of Ticketing in executing CAPA’s Broadway ticketing transition strategy
• Lead process mapping, workflow design, and documentation for the new system environment
• Assist with system configuration, testing, and user acceptance processes
• Coordinate staff training and ensure organizational readiness for transition
• Identify risks and operational gaps and recommend solutions
• Partner with Marketing to ensure accurate setup and execution of campaigns, promotions, and offers
• Collaborate with Development on ticketing needs related to donor benefits and access
• Work with Finance to ensure proper reporting, reconciliation, and compliance
• Support Guest Services and Box Office teams with tools, processes, and issue resolution
• Develop and deliver training materials and sessions for ticketing staff and internal stakeholders
• Serve as an escalation point for complex ticketing and system issues
• Promote adherence to established procedures and best practices
• Develop and maintain standardized reporting tools and dashboards
• Monitor ticketing performance, operational efficiency, and system usage
• Analyze data to inform process improvements and support decision-making
Qualifications:
Required:
• Strong working knowledge of Tessitura or similar ticketing/CRM systems required; experience with Ticketmaster preferred
• Demonstrated ability to design and implement operational processes and systems
• Strong analytical skills and attention to detail
• Excellent project management and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong written and verbal communication skills
• Proficiency in standard office software applications
• Bachelor’s degree in Arts Administration, Business, or related field required
• Typically, 4–6 years of ticketing operations experience, preferably in performing arts or live entertainment, is needed to have sufficient experience and judgement to perform a role of this size and complexity.
• Commitment to providing excellent customer service to internal and external stakeholders
• Ability to work evenings, weekends, and holidays as required
• Participation in on-sale and high-demand ticketing events
• Successful completion of background check
• Ability to lift up to 40 lbs. on occasion
• Ability to work in multiple venue and office environments
Preferred:
• Experience supporting system implementations or migrations strongly preferred
Company:
CAPA enriches lives by cultivating and nurturing the arts, spreading an appreciation that can be felt in hearts, minds and the economy of our communities. Founded in 1969, the company is headquartered in Columbus, USA, with a team of 51-200 employees. The company is currently Growth Stage.
The Columbus Association for the Performing Arts (CAPA) is a vital part of the cultural landscape in Central Ohio, dedicated to enhancing lives through the performing arts. The Assistant Director of Ticketing Operations & Systems will oversee the design and improvement of ticketing processes and systems, ensuring an exceptional patron experience and supporting the migration to a new ticketing system.
Responsibilities:
• Design, document, and implement standardized ticketing workflows and procedures across all CAPA events
• Evaluate current operations and identify opportunities to improve efficiency, accuracy, and service delivery
• Develop and maintain comprehensive process documentation, SOPs, and operational playbooks
• Ensure consistency in ticketing practices across departments and venues
• Serve as a primary internal resource for Tessitura functionality and best practices
• Configure and maintain system builds including events, pricing, scaling, holds, packages, and promotions
• Establish quality control protocols for event builds, on-sales, and system outputs
• Partner with IT and external vendors to support integrations, data integrity, and system optimization
• Support the Director of Ticketing in executing CAPA’s Broadway ticketing transition strategy
• Lead process mapping, workflow design, and documentation for the new system environment
• Assist with system configuration, testing, and user acceptance processes
• Coordinate staff training and ensure organizational readiness for transition
• Identify risks and operational gaps and recommend solutions
• Partner with Marketing to ensure accurate setup and execution of campaigns, promotions, and offers
• Collaborate with Development on ticketing needs related to donor benefits and access
• Work with Finance to ensure proper reporting, reconciliation, and compliance
• Support Guest Services and Box Office teams with tools, processes, and issue resolution
• Develop and deliver training materials and sessions for ticketing staff and internal stakeholders
• Serve as an escalation point for complex ticketing and system issues
• Promote adherence to established procedures and best practices
• Develop and maintain standardized reporting tools and dashboards
• Monitor ticketing performance, operational efficiency, and system usage
• Analyze data to inform process improvements and support decision-making
Qualifications:
Required:
• Strong working knowledge of Tessitura or similar ticketing/CRM systems required; experience with Ticketmaster preferred
• Demonstrated ability to design and implement operational processes and systems
• Strong analytical skills and attention to detail
• Excellent project management and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong written and verbal communication skills
• Proficiency in standard office software applications
• Bachelor’s degree in Arts Administration, Business, or related field required
• Typically, 4–6 years of ticketing operations experience, preferably in performing arts or live entertainment, is needed to have sufficient experience and judgement to perform a role of this size and complexity.
• Commitment to providing excellent customer service to internal and external stakeholders
• Ability to work evenings, weekends, and holidays as required
• Participation in on-sale and high-demand ticketing events
• Successful completion of background check
• Ability to lift up to 40 lbs. on occasion
• Ability to work in multiple venue and office environments
Preferred:
• Experience supporting system implementations or migrations strongly preferred
Company:
CAPA enriches lives by cultivating and nurturing the arts, spreading an appreciation that can be felt in hearts, minds and the economy of our communities. Founded in 1969, the company is headquartered in Columbus, USA, with a team of 51-200 employees. The company is currently Growth Stage.