Ticketing Systems and Marketing Operations Specialist

Position Title:  Ticketing Systems & Marketing Operations Specialist
Department:  Marketing
Reports to:  Director of Web Experience
Status:  Regular, full-time, non-exempt from overtime

Position Summary
The Digital Ticketing & Data Specialist leads the planning, setup, and optimization of the Houston Symphony’s ticketing systems and related web functionality. This role manages the full season build process, oversees ticketing operations, coordinates pre-sales and ticket delivery communications, and uses data insights to optimize the overall patron purchase experience. Working closely with Marketing, Patron Services, Finance, and technical teams, the Specialist ensures a seamless and accurate ticketing experience from initial setup to post-sale engagement.

Essential Job Functions:

Season Build & Ticketing Setup
● Lead the full season build project in Tessitura, including:

○ Creating all seasons, campaigns, appeals, sources, and performances with single-ticket and package pricing.
○ Linking general ledger codes to price types and embedding facility fees.
○ Defining package contents, building packages, and setting per-ticket and per-order fees for sales and exchanges.
○ BOCA and mobile ticket designs, new price zone maps, and facility designs when needed.
○ Managing rollover processes (mapping price types, creating and testing rollover orders in both test and live environments, troubleshooting as necessary).
○ Setting up sales for single tickets, new subscriptions, and renewals on the website.

● Set up, edit, and maintain ticketing system settings for gift certificates, merchandise sales, and education reservations, ensuring accurate presentation through TNEW.
● Manage ticketing-related web integrations to deliver accurate, seamless patron purchase flows.
● Coordinate with Marketing on dynamic pricing strategies and adjustments, and with Finance and Patron Services on pricing and inventory management.                                                                                                                                                                                                              ● Pro-rate performances from all subscription packages on a weekly basis.

Ticketing Operations & Special Campaigns

● Coordinate pre-sales, including waiting rooms and platform messaging.
● Set up and manage patron journeys in the ticketing delivery platform for SMS and email, including pre- and post-event communications.
● Provide training and support across the organization on new ticketing features, updates, and workflows.
● Troubleshoot ticketing and reconciliation-related issues on behalf of Patron Services, Development, and Finance, resolving them in a timely manner.
● Develop and execute testing processes for all ticketing builds, pricing updates, and web integrations to ensure accuracy, reliability, and seamless patron experiences; validate implementation scenarios (subscription rollovers, package builds, promotions, pre-sales, and 
dynamic pricing changes) before launch to minimize errors, prevent revenue loss, and maintain patron trust.

Insights & Reporting

● Monitor ticketing data to identify sales trends, purchase patterns, and opportunities for optimizing the patron experience.
● Work with the Database Administrator to ensure data accuracy and generate ticketing-related reports that inform marketing, sales, and operational decisions.

Collaboration & Cross-Department Support

● Serve as the primary liaison between Marketing, Patron Services, Finance, and technical vendors for ticketing operations.
● Coordinate testing and implementation of ticketing-related updates and new features.
● Assist as marketing support in-hall for certain performances on a monthly basis.
 

●Experience with Tessitura or similar ticketing systems, including season build processes, pricing, and inventory management.

●Familiarity with web-based ticketing integrations (e.g., TNEW) and digital purchase flow optimization.

●Basic knowledge of SQL and Microsoft SQL Server Management Studio for database-related tasks.

●Proficiency in Microsoft Office and Adobe Acrobat.

●Strong analytical skills with the ability to interpret sales data and apply insights to improve the patron experience.

●Excellent organizational and project management skills; ability to handle multiple priorities and meet deadlines.

●Effective communication skills with the ability to collaborate across departments and train others on ticketing processes.

●Customer service mindset with a focus on creating a positive and seamless ticketing experience.

●Flexibility to adapt to changing priorities and willingness to respond to urgent ticketing issues outside regular hours if needed.

●Knowledge of and interest in classical music or the performing arts preferred.

●Professional demeanor and strong initiative to work independently and as part of a team.

●Proven success in supporting high-volume sales environments where accuracy and patron satisfaction directly impact revenue.

●High School diploma required.