Strategic Leader, Visitor Experience & Ticketing

Playbill, Inc.; Charleston (SC); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Employer Match

Paid Time Off + Holidays

Festival Admission

Job summary

Spoleto Festival USA seeks an Associate Director of Visitor Experience & Ticketing in Charleston to lead the guest experience across call center, box office, kiosks, and online channels. The role oversees Tessitura operations, pricing, and group sales, and serves as the subject matter expert for front‑of‑house operations.

The ideal candidate has 5+ years in box office or visitor experience with leadership, strong analytics, and budget management, plus excellent communication and ADA knowledge.

Qualifications

• 5+ years of progressive experience in box office, ticketing, or visitor experience, including leadership or supervisory experience.
• Hands-on Tessitura experience strongly preferred, including building 100+ performances a season, seat maps, pricing, and packages.
• Proactive, organized, process-driven approach; you build systems where none exist.
• Strong analytical skills and comfort managing budgets and revenue reporting.
• Excellent communication and sound judgment handling sensitive patron, donor, and personnel matters.
• Working knowledge of the Americans with Disabilities Act (ADA) as it relates to accessible seating, entry, and patron service.
• Proficiency in Microsoft Office, especially Excel and Outlook, and comfort learning new systems.
• Bachelor’s degree or equivalent experience; nonprofit arts or festival experience a plus.

Responsibilities

• Own the guest, patron, and audience experience across every channel: call center, box office and kiosks, online, and at Festival venues.
• Set the strategy for ticketing, box office, and front‑of‑house operations as the Festival’s subject matter expert and a Tessitura super user, overseeing the build of 100+ performances a season and managing dynamic pricing.
• Lead and motivate a team spanning full‑time, seasonal, and volunteer staff, including House Managers, ticket agents, and apprentices, in partnership with department managers.
• Drive attendance, retention, and earned revenue through smart ticketing strategy, accessible service, and strong cross‑departmental partnerships.
• Guide the team in building the systems, processes, and training that bring consistency to a fast‑growing department.
• Direct merchandise fulfillment and inventory management, and guide group sales and digital ticketing communications, including know‑before‑you‑go messaging.

Skills

Tessitura experience

Leadership experience

Data analysis

Budgeting

Communication

ADA knowledge

MS Office

Bachelor's degree

Education

Bachelor's degree

Tools

Tessitura system

Excel

Outlook

Job description

Spoleto Festival USA seeks an Associate Director of Visitor Experience & Ticketing in Charleston to lead the guest experience across call center, box office, kiosks, and online channels. The role oversees Tessitura operations, pricing, and group sales, and serves as the subject matter expert for front‑of‑house operations.

The ideal candidate has 5+ years in box office or visitor experience with leadership, strong analytics, and budget management, plus excellent communication and ADA knowledge.