Audience Data Coordinator

HOUSTON GRAND OPERA ASSOCIATION INC • Houston, TX

3d

About The Position

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 and plays an important role in maintaining the systems that power HGO's patron experience. Join Us! We are looking for talented, passionate, and dedicated people who are eager to make contributions to our community and our mission. If you are excited about this position but your experience does not align perfectly, we encourage you to apply! You may be just the right candidate for this position or another role at HGO. About the Houston Grand Opera 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 the only 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 believe every team member enriches our organization by exposing a broad range of ways to understand and engage our community and discover, design, and deliver enriching experiences.

Requirements

• Minimum 2 years of experience working with CRM systems and/or ticketing database operations with demonstrated proficiency in data management
• Prior experience working in a customer-facing role, exhibiting customer centric values
• Strong foundational understanding of database concepts, data structures, and best practices
• Exceptional attention to detail with proven ability to maintain accuracy in high-volume, fast-paced environments
• Excellent organizational skills and ability to manage multiple concurrent projects and priorities
• Strong problem-solving skills and ability to troubleshoot technical issues independently
• Effective communication skills, both written and verbal, with ability to explain technical concepts clearly
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
• Ability to work independently once direction is provided, while knowing when to escalate issues
• Flexibility to work occasional evenings and weekends during peak sales periods and performances
• Ability to bend, stoop, sit and sometimes lift up to 20 lbs.

Nice To Haves

• Experience with Tessitura CRM system and TNEW e-commerce platform
• Familiarity with HTML/CSS for basic email and web content formatting
• Associate's or Bachelor's Degree in Business Administration, Information Systems, Arts Administration, or related field (or equivalent combination of education and experience)
• Knowledge of performing arts ticketing industry standards and best practices

Responsibilities

• 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
• Create and 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, vendor integrations, 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
• Create and 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
• Assist in 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 guides for Tessitura order entry and ticketing processes
• Ensure documentation remains current following software updates, system changes, and process improvements
• Provide frontline 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
• Serve as 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 integrity
• Partner with Sales & Services department to remediate ticket order issues and resolve patron concerns
• Coordinate with integration vendors to troubleshoot and resolve technical issues, ensuring timely attention to operational needs
• Provide on-site Customer Care support during performances as needed, including evening and weekend shifts
• Support special projects and initiatives assigned by Audience Data Manager
• Participate in department meetings and contribute ideas for process improvements and system optimization
• Stay current with Tessitura updates, new functionalities, and industry best practices through self-directed learning and training opportunities

Benefits

• Comprehensive and affordable health benefits.
• Generous paid time off.
• 403b retirement plan with employer match.
• Flexible work schedule.
• Professional development fund and opportunities.
• Discounted parking in the Theater District garage and nearby lots, plus easy access to Metro transportation.
• Free tickets to our mainstage and community productions and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree