Tessitura Event Operations Manager

Detroit Symphony Orchestra•Detroit, MI

24d•$53,000 - $58,000•Hybrid

About The Position

The Tessitura Event Operations Manager owns the setup and operation of the Detroit Symphony Orchestra’s Tessitura ticketing and CRM system, supporting ticket, subscription, and membership sales through the website, box office, and offsite channels. The role builds each new season in Tessitura, including seasons, productions, performances, subscription packages, pricing, parking, and valet, and manages the annual subscription rollover that generates renewal invoices. As the DSO’s sole Tessitura events specialist, this position supports multiple departments with event, pricing, and promo-code setup and provides first-line troubleshooting. Accuracy in the role supports ticket revenue, audit readiness, and the patron experience. The position works in a hybrid environment and primarily in an office setting. Workload peaks during season build and subscription rollover, typically from November through the mid-February season announcement. Extended hours, including evenings and weekends, are required during this period; occasional after-hours contact may be needed to resolve urgent box office or web ticketing issues during performances. The position reports to the Director of Loyalty Marketing and has no direct reports. It is a salaried, non-union, full-time position. A background check is required before employment begins.

Requirements

Five or more years of experience in ticketing, box office, subscriptions, patron services, or database operations; performing arts or live events experience is preferred.
Hands-on experience configuring events, pricing, and offers in Tessitura or a comparable ticketing/CRM system.
Completion of the Tessitura Network self-paced ticketing course, or ability to complete it within the first 60 days of employment.
Exceptional attention to detail and accuracy when entering and auditing large volumes of data under deadline.
Strong troubleshooting and problem-solving skills, including the ability to test, diagnose, and document fixes.
Proficiency in Microsoft Suite and comfort learning new software.
Strong time management and ability to manage requests from multiple departments while meeting fixed campaign deadlines.
Clear oral and written communication skills, including the ability to explain technical issues to non-technical colleagues.
Ability to act independently, take initiative, and adapt to changing priorities.
Successful experience working in and contributing to a collaborative team environment.
Availability for extended hours, including evenings and weekends, during the season build and subscription rollover peak; occasional after-hours contact may be needed during performances.
Successful completion of a background check before beginning employment.

Nice To Haves

Two or more years of Tessitura experience, including season builds, subscription packages, subscription rollovers, and reporting and analytics.
Experience with Tessitura’s web ticketing integration (TNEW) or other online sales platforms.
Familiarity with project management tools such as Monday.com.
Passion for the arts and/or classical music.
Bachelor’s degree, or an equivalent combination of education and experience.

Responsibilities

Build the upcoming season in Tessitura, including seasons and production seasons across genres and fixed and Create Your Own subscription packages.
Provide the Web Manager with production season, performance, and package information for online display and sales.
Roll over existing subscriber subscriptions and seating from one season to the next.
Partner with the IT Database Administrator to export rollover data, coordinate staff review, and deliver the final file to the external renewal vendor on schedule.
Coordinate staff review of season setup before on-sale to verify accuracy across configured items.
Enter approved subscription and single-ticket pricing in Tessitura and audit it with the Senior Accountant of Business Operations against the approved pricing file before tickets go on sale.
Adjust upcoming performance pricing as directed by weekly pricing meetings.
Create and test Marketing-requested promo codes, source codes, and offers; recommend consistent discount structures across price zones.
Create performances and events added after the initial season build, including DSO Presents and special events.
Collaborate on fundraising, community, and rental events, including galas, open rehearsals, after parties, and merchandise.
Work with the Director of Event & Patron Experience on prepaid and valet parking setup and issues.
Serve as the DSO’s Tessitura lead and troubleshooting resource; address issues reported by staff or rental clients.
Resolve website ticketing issues reported by Marketing, such as incorrect promo-code discounts, prices, or online performance listings.
Relay performance information to the Director of Patron Sales & Service and close the loop on reported issues.
Support the Senior Accountant of Business Operations with order, pricing, and general ledger questions, including during annual audits.
Maintain written procedures for season build, rollover, pricing, and event setup; stay current on Tessitura best practices and recommend process improvements.
Run Tessitura reports on unsold inventory and potential revenue of remaining seats by price zone for upcoming performances.
Review marketing materials for accuracy of performance, package, and pricing details.
Protect confidential patron information, including names, contact details, and ticket and donation history.
Perform other duties as assigned.