Director of Ticketing and Tessitura Operations

Director of Ticketing and Tessitura Operations

Position Profile

The Director of Ticketing & Tessitura Operations is a key leadership position responsible for the 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.

• Partner with the Chief Marketing Officer (CMO) 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 as well as revenue generation 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 ticketing‑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…