Ticketing Operations Manager

Who is the Pittsburgh Symphony Orchestra?
Known for its artistic excellence for more than 120 years, today the PSO is the region’s national and international cultural ambassador. A two-time 2018 GRAMMY® Award-winning orchestral ensemble credited with a rich history of concerts, performances, and recordings with the world’s finest conductors and musicians, the PSO consistently demonstrates a genuine commitment to Pittsburgh’s citizens, regional communities, and vibrant cultural scene. Now entering its 130th season, the internationally acclaimed Pittsburgh Symphony Orchestra (PSO) engages audiences of all ages through unparalleled live musical experiences, community collaborations, and educational programming that enrich every life with great music.

Job Purpose:
The Ticketing Operations Manager provides day-to-day operational support for the Pittsburgh Symphony Orchestra for ticketing, data, and box office functions. This position will manage event creation, inventory management, and ongoing event maintenance within the Tessitura ticketing system; support venue showtime operations; and complete box office settlements. The Manager also serves as a key point of contact for promoters, presenters, company managers, and internal teams, executing ticketing functions efficiently and accurately.

Working collaboratively with the Marketing, IT, and Guest Experience teams, the Ticketing Operations Manager helps ensure consistent operational standards and accurate and effective ticketing/data support for stakeholders and patrons.

In this dual role as both operational leader and relationship manager, the position supports the Director of Ticketing and Guest Services in delivering outstanding service, promoting operational efficiency, and fostering strong collaboration among departments.

Essential Duties and Responsibilities:

Ticketing Operations Management:

• Coordinate with promoters, presenters, and internal departments on all aspects of back-end ticketing support—including discount implementation, pricing strategies and adjustments, scaling, holds and inventory management, and web ticket purchase path content and accuracy.
• Collaborates with leadership to create, implement, and regularly update policies and procedures that promote operational consistency, accuracy in ticketing processes, and a best-in-class guest service experience across all venues.
• Support venue box office operations, including troubleshooting ticketing issues and coordinating responses to operational challenges.
• The position has day-to-day discretion regarding scheduling of ticket sales and other decisions in consultation with presenters.

Data Integration:

• Survey question ideation, creation, distribution, analysis, and internal communication. Survey includes but not limited to: Post concert Surveys, Lapsed Subscriber Surveys, End of Season Surveys, etc.

Sales Tracking, Reporting, and Forecasting:

• Develop, maintain, and present ticket sales tracking tools and dashboards used to monitor single ticket sales, subscription performance, and overall ticketing activity. (Current dashboards include the Single Ticket Tracker, Subscription Tracker, and PSO Ticket Dashboard.)
• Configure and maintain Tessitura ticketing reports used to support dashboard reporting and data inputs (currently managing six recurring reports). Update monthly ticket sales forecasts and projections within the PSO Ticket Dashboard.
• Prepare and distribute weekly internal sales reporting for leadership, providing the Vice President of Marketing with current ticket sales updates, trends, and performance insights for internal communication and decision-making.
• Present ticket sales results and key findings in meetings and leadership discussions.
• This position provides various reports to promoters and presenters regarding scheduling, sales, and show settlements. The position also assists with the creation of sales reports distributed within the organization.

Marketing Analytics, Dashboard Development, and Performance Analysis:

• Design, develop, update, and manage marketing and audience analytics dashboards to support strategic decision-making and campaign evaluation.
• Conduct data analysis and reporting in support of marketing initiatives and departmental needs.
• Pull and analyze reports to evaluate sales performance and monitor campaign effectiveness.
• Conduct audience retention and segmentation analyses to better understand audience composition and purchasing behaviors across products.
• Perform direct mail return-on-investment (ROI) analysis.
• Conduct year-over-year household, revenue, and ticket sales analyses at both organization-wide and product-specific levels.

Executive and Board Reporting Support:

• Support executive and board reporting processes by gathering, analyzing, and synthesizing ticket sales, on-sale activity, subscription performance, and year-over-year trends.
• Assist the Vice President of Marketing in developing narratives and performance summaries for executive-level reports and presentations.
• Translate data and analytical findings into concise, actionable insights for leadership audiences.

Required Education and Experience:

• Bachelor’s degree in related field.
• At least two years of experience in ticketing operations, box office services, or performing arts administration required. 
• Proficiency in ticketing software, including event building, reporting, and inventory management.
• Strong working knowledge of Microsoft 365 ecosystems, especially Excel.
• Ability to interpret data, build sales reports, analyze trends, and provide actionable insights.
• Exceptional communication and relationship-building skills with the ability to work collaboratively across departments and with external partners. 
• Strong attention to detail and accuracy in project execution. 
• Ability to multi-task, prioritize, and meet deadlines in a fast-paced environment. 
• Demonstrated commitment to providing excellent customer service and client service. 
• Ability to solve problems under pressure and respond to emerging issues with professionalism and composure.

Preferred Skills and Experience:

• Experience with Tessitura.
• Experience working with box office employees.
• Previous supervisory experience.

Physical requirements:

• Ability to work on a computer for extended periods of time.
• Ability to operate related equipment, i.e. computer, copier, scanner.

Compensation and Location:
This is a full-time exempt position with an annual salary between $46,000 - $52,000 depending upon experience. We also offer a comprehensive benefits package which includes paid holidays, paid time off, employer paid health benefits, as well as retirement savings options with an employer match. Heinz Hall in downtown Pittsburgh is the work location for this position. The PSO supports a flexible, hybrid work environment, which currently includes three days per week in-person work, including occasional work on weekends and evenings during PSO and Heinz Hall concerts or events.

Pittsburgh Symphony, Inc. (PSI) provides equal opportunity to all qualified employees and applicants for employment without regard to race, color, religion, sex, gender, pregnancy, sexual orientation, gender identity, genetic information, ancestry, national origin, age, physical or mental disability, marital status, veteran status, or any other class or category protected by local, state, or federal law.

The specific statements shown in each section of the description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully.

The PSI recognizes that an individual with a disability may require a job modification/accommodation to enable them to successfully perform a job function. Consideration will be given to such requests. Such requests should be directed to Human Resources.