Ticketing Operations Manager

The position is responsible for day-to-day operational support for the Pittsburgh Cultural Trust’s ticketing and box office functions – including event creation, inventory management, and ongoing event maintenance within the Tessitura ticketing system, venue showtime operations, and box office settlement. 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, ISTS, Venue Operations, and Guest Experience teams, the Ticketing Operations Manager helps ensure consistent operational standards, and accurate and effective ticketing support for stakeholders and patrons.
In this dual role as both operational leader and relationship manager, the position supports the Director of Guest Services Operations in delivering outstanding service, promoting operational efficiency, and fostering strong cooperation among departments.

Knowledge, Skills & Experience Required :
Work Experience : Minimum 3 years’ experience in ticketing operations, box office services, or performing arts administration required. Experience with Tessitura required.
Supervisory Experience : Some prior people management experience required. Experience working with box office employees preferred.
Technical Skills : Proficiency in Tessitura ticketing system, including event building, reporting, and inventory management. Strong working knowledge of Microsoft 365 ecosystem, especially Excel. Ability to interpret data, build sales reports, analyze trends, and provide actionable insights.
Intangibles : 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 and client service. Ability to solve problems under pressure and respond to emerging issues with professionalism and composure.

Essential Functions :
Ticketing Operations Management

• Assist the Director of Guest Services Operations with Trust direct buy and rental event creation and management throughout the event life cycle.
• 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.

Event & Promoter Support

• Coordinate with presenters and promoters on backend event setup, including pricing structures, house zoning, holds, and event webpages.
• Serve as the primary Trust liaison for promoters through the settlement process, escalating issues as needed.
• Serve as the key point of contact for promoters, company managers, and visiting production staff, providing timely updates and addressing last-minute changes or requests.
• Prepare and deliver comprehensive settlement reports detailing ticket sales, revenue, and attendance figures to promoters, company managers, and internal Trust personnel, including the Operations and Finance teams, ensuring accuracy, transparency, and compliance with obligations.

Cross-Department Collaboration

 

• Work closely with Marketing to coordinate promotional strategies, offer recommendations for sales opportunities, and ensure accurate representation of event information across platforms.
• Collaborate with ISTS on ticketing system needs, data accuracy, reporting, and troubleshooting.
• Partner with Guest Experience leadership to ensure smooth onboarding of new events, consistent patron communication, and escalation support when needed.

Equity, Access, and Inclusion

• Demonstrate a strong commitment to diversity, equity, accessibility, and inclusion through continuous learning, inclusive practices, and proactive management of bias.
• Support accessibility initiatives by ensuring event builds, information, and ticketing policies align with Trust accessibility standards.

Supervisory responsibility : No direct supervision, but this position indirectly supervises personnel in the call center and box office.
Budgetary responsibility : This position does not have specific budget responsibility.
Decision-making responsibility : The position has day-to-day discretion regarding scheduling of ticket sales and other decisions in consultation with presenters.
Strategic responsibility : This position does not have strategic responsibility for the organization.
Reporting requirements : This position provides various reports to promoters and presenters regarding scheduling, sales, and show settlements. The position also assists with creation of sales reports distributed within the organization.
Travel requirements : Limited travel (less than 5%) is required for this position.
Physical demands : This position involves mainly office work – occasional lifting up to 20-30 lbs. may be required. The individual should be able to sit and/or view a computer screen for extended periods of time.

Salary Range starts at $52,000

The Pittsburgh Cultural Trust is an equal opportunity employer. All applicants are considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, ethnicity, national origin, veteran or disability status.
Employees are expected to be able to perform the essential duties and responsibilities of this position, with or without job modification/reasonable accommodation. If an employee believes a job modification/reasonable accommodation is needed, please contact Human Resources so that a review can be conducted. The Pittsburgh Cultural Trust strives to comply with the accommodation provisions of the Americans with Disabilities Act, Title VII of the Civil Rights Act, the Pregnant Workers Fairness Act, and other related federal, state, and local laws.