Assistant Director, Ticketing Operations & Systems

CAPA•Columbus, OH

4d•Hybrid

About The Position

The Columbus Association for the Performing Arts (CAPA) is seeking an Assistant Director of Ticketing Operations & Systems. This full-time role, primarily located in downtown Columbus, is responsible for the strategic design, documentation, and continuous improvement of all ticketing processes, procedures, and system architecture across CAPA. The position serves as the operational backbone of the ticketing function, ensuring workflows, policies, and systems are optimized for efficiency, accuracy, and an exceptional patron experience. A key responsibility is supporting CAPA’s transition of Broadway ticketing operations from Ticketmaster to Tessitura, leading process design, system configuration, documentation, and training for a seamless migration. The role requires a process and customer-focused individual who is organized, detail-oriented, and an efficient user of technology, with a passion for the performing arts.

Requirements

Strong working knowledge of Tessitura or similar ticketing/CRM systems required.
Experience supporting system implementations or migrations strongly 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.
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.

Nice To Haves

Experience with Ticketmaster preferred.
Experience migrating a system from one technology platform to another.

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.