Audience Data Coordinator

The Ticketing and Data Operations Coordinator provides essential technical and operational support for HGO's Tessitura CRM database,with primary focus on ticketing configuration, sales tracking, data integrity,and user support. This role serves as a critical operational partner to the Audience Data Manager, ensuring accurate and efficient execution of database processes that support ticketing, marketing, and customer relationship management.

This position requires a detail-oriented professional who combines technical database skills with customer service sensibility, strong problem-solving abilities, and commitment to data accuracy. The Coordinator serves as a key resource for internal users across multiple departments andplays an important role in maintaining the systems that power HGO's patron experience.

We are looking for talented, passionate, and dedicated people who are eager to make contributions to ourcommunityand our mission. If you are excited about this position but your experience does not align perfectly, we encourage you to apply!

You may bejustthe right candidate for this position or another role at HGO.

The mission of HGO is to enrich our diverse community through the art of opera.

We do so by creating, curating, exploring, and producing outstanding experiences centered around the human voice. HGO has received a Tony Award, three Grammy Awards, and three Emmy Awards – we are theonly opera company in the world to win all three honors.

Our strategic focus is two-fold: creating profoundly enriching experiences for our diverse audiences and clearly defining and positively promoting the HGO brand. We believeeveryteam member enriches our organization by exposing a broad range of ways to understand and engage our community and discover, design, and deliver enriching experiences.

• Weoffer robust benefits to full-time employees, including:
• Comprehensive and affordable health benefits.
• Generous paid time off.
• 403bretirement plan with employer match.
• Professional development fund and opportunities.
• Discounted parking in the Theater District garage and nearby lots, pluseasy access to Metro transportation.
• Free tickets to our mainstage and community productions and events.

• Assist with the build and configuration of HGO seasons and performances in Tessitura, including production details, house maps, pricing structures,ticket designs, and inventory management under guidance of Audience Data Manager
• Createand maintain Campaign, Appeal, and Source codes for accurate sales tracking and marketing attribution
• Configure promotional codes, pricing rules, web messaging, and discount structures to support Marketing and Sales department initiatives
• Maintain verification pages and eligibility requirements for HGO's discounted ticketing programs (students, educators, military, etc.)
• Coordinate comprehensive testing procedures for database and software updates, vendorintegrations, ticket on-sales, and promotional campaigns, ensuring accurate functionality before public launch
• Provide technical configuration for Tessitura's TNEW e-commerce platform to ensure optimal patron purchasing experience
• Createand update digital ticket templates and printed ticket designs in coordination with Marketing team

• Conduct regular audits of ticketing data entry for accuracy, completeness, and adherence to established standards
• Monitor web sales for potentially fraudulent activity; investigate anomalies and coordinate with appropriate teams for resolution
• Collaborate with Philanthropy department on constituent account maintenance, including regular de-duplication efforts to maintain clean, reliable data
• Maintain data hygiene by identifying and correcting errors, inconsistencies, or incomplete records
• Assistin implementing and monitoring data quality standards and best practices across the Audiences department
• Complete hands-on data entry projects as needed, ensuring accuracy and compliance with established procedures

• Create,maintain, and update Standard Operating Procedures (SOPs) and user guidesfor Tessitura order entry and ticketing processes
• Ensure documentation remains current following software updates, system changes,and process improvements
• Providefrontline technical support to Tessitura ticking users including Customer Care, Patron Services, and RPAS (Rehearsal Planning and Artist Service)
• Troubleshoot ticketing functionality issues; provide clear, patient guidance for user errors and system questions
• Escalate complex technical issues to Audience Data Manager, Information Systems, or integration vendors as appropriate
• Maintain internal knowledge base of common issues, solutions, and best practices
• Serveas a subject matter resource for ticketing functionalities and sales processes within Tessitura

• Work collaboratively with Audience Data Manager to implement database processes and procedures that ensure data…