Ticketing Operations Manager

League of American Orchestras; Pittsburgh (Allegheny County); On-site; USD 65,000 - 90,000; Full time

Job summary

League of American Orchestras seeks a Ticketing Operations Manager to oversee day-to-day ticketing, data, and box office functions for the Pittsburgh Symphony Orchestra. You will manage event creation, inventory, reports, and Tessitura relationships while supporting venue showtime operations and settlements.

You will work with Marketing, IT, and Guest Experience to maintain standards and provide accurate ticketing and data support for stakeholders and patrons.

Qualifications

• Bachelor’s degree in a related field.
• At least two years of experience in ticketing operations or performing arts administration.
• Proficiency with ticketing software, including event building, reporting, and inventory management.
• Strong Excel skills within the Microsoft 365 ecosystem.
• Excellent communication and collaboration across departments.
• Ability to interpret data and provide actionable insights.
• Commitment to customer service and partner relationships.

Responsibilities

• Coordinate back-end ticketing support with promoters and internal departments on pricing, holds, and inventory.
• Develop and update policies to ensure operational consistency and guest service.
• Support venue box office operations and troubleshoot ticketing issues.
• Schedule ticket sales decisions in consultation with presenters.
• Develop dashboards for ticket sales, subscriptions, and overall activity.
• Configure Tessitura reports and update monthly forecasts.
• Prepare weekly sales reports for leadership and executives.
• Present sales results in meetings and leadership discussions.
• Generate reports for promoters and internal stakeholders on scheduling and settlements.
• Assist with sales report creation across the organization.
• Marketing analytics and audience dashboards development and analysis.
• Conduct ROI analyses for direct mail and year-over-year analyses.

Skills

Data analysis

Communication

Relationship building

Multi-tasking

Attention to detail

Customer service

Education

Bachelor’s degree

Tools

Tessitura

Excel

Microsoft 365

Job description

Job Purpose

The Ticketing Operations Manager provides day-to-day operational support for the Pittsburgh Symphony Orchestra for ticketing, data, and box office functions. This position will manage event creation, inventory management, and ongoing event maintenance within the Tessitura ticketing system; support venue showtime operations; and complete box office settlements. The Manager also serves as a key point of contact for promoters, presenters, company managers, and internal teams, executing ticketing functions efficiently and accurately.

Working collaboratively with the Marketing, IT, and Guest Experience teams, the Ticketing Operations Manager helps ensure consistent operational standards and accurate and effective ticketing/data support for stakeholders and patrons.

In this dual role as both operational leader and relationship manager, the position supports the Director of Ticketing and Guest Services in delivering outstanding service, promoting operational efficiency, and fostering strong collaboration among departments.

Essential Duties and Responsibilities

Ticketing Operations Management

• Coordinate with promoters, presenters, and internal departments on all aspects of back-end ticketing support—including discount implementation, pricing strategies and adjustments, scaling, holds and inventory management, and web ticket purchase path content and accuracy.
• Collaborates with leadership to create, implement, and regularly update policies and procedures that promote operational consistency, accuracy in ticketing processes, and a best-in-class guest service experience across all venues.
• Support venue box office operations, including troubleshooting ticketing issues and coordinating responses to operational challenges.
• The position has day-to-day discretion regarding scheduling of ticket sales and other decisions in consultation with presenters.

Data Integration

• Survey question ideation, creation, distribution, analysis, and internal communication. Survey includes but not limited to:Post concert Surveys, Lapsed Subscriber Surveys, End of Season Surveys, etc.

Sales Tracking, Reporting, and Forecasting

• Develop, maintain, and present ticket sales tracking tools and dashboards used to monitor single ticket sales, subscription performance, and overall ticketing activity. (Current dashboards include the Single Ticket Tracker, Subscription Tracker, and PSO Ticket Dashboard.)
• Configure and maintain Tessitura ticketing reports used to support dashboard reporting and data inputs (currently managing six recurring reports). Update monthly ticket sales forecasts and projections within the PSO Ticket Dashboard.
• Prepare and distribute weekly internal sales reporting for leadership, providing the Vice President of Marketing with current ticket sales updates, trends, and performance insights for internal communication and decision-making.
• Present ticket sales results and key findings in meetings and leadership discussions
• This position provides various reports to promoters and presenters regarding scheduling, sales, and show settlements. The position also assists with the creation of sales reports distributed within the organization.

Marketing Analytics, Dashboard Development, and Performance Analysis

• Design, develop, update, and manage marketing and audience analytics dashboards to support strategic decision-making and campaign evaluation.
• Conduct data analysis and reporting in support of marketing initiatives and departmental needs.
• Pull and analyze reports to evaluate sales performance and monitor campaign effectiveness.
• Conduct audience retention and segmentation analyses to better understand audience composition and purchasing behaviors across products.
• Perform direct mail return-on-investment (ROI) analysis.
• Conduct year-over-year household, revenue, and ticket sales analyses at both organization-wide and product-specific levels.

Executive and Board Reporting Support

• Support executive and board reporting processes by gathering, analyzing, and synthesizing ticket sales, on-sale activity, subscription performance, and year-over-year trends.
• Assist the Vice President of Marketing in developing narratives and performance summaries for executive-level reports and presentations.
• Translate data and analytical findings into concise, actionable insights for leadership audiences.

Required Education and Experience

• Bachelor’s degree in related field.
• At least two years of experience in ticketing operations, box office services, or performing arts administration required.
• Proficiency in ticketing software, including event building, reporting, and inventory management.
• Strong working knowledge of Microsoft 365 ecosystems, especially Excel.
• Ability to interpret data, build sales reports, analyze trends, and provide actionable insights.
• Exceptional communication and relationship-building skills with the ability to work collaboratively across departments and with external partners.
• Strong attention to detail and accuracy in project execution.
• Ability to multi-task, prioritize, and meet deadlines in a fast-paced environment.
• Demonstrated commitment to providing excellent customer service and client service.
• Ability to solve problems under pressure and respond to emerging issues with professionalism and composure.

Preferred Skills and Experience

• Experience with Tessitura.
• Experience working with box office employees.
• Previous supervisory experience.

Physical requirements

• Ability to work on a computer for extended periods of time.
• Ability to operate related equipment, i.e. computer, copier, scanner.