Assistant Director, Ticketing Operations & Systems

Job Description

Job Description

The Organization

The Columbus Association for the Performing Arts (CAPA) is more than just a performing arts organization—it's a cornerstone of creativity, culture, and community in Central Ohio. At CAPA, we are committed to inspiring and transforming lives through the power of the performing arts. With a rich history and a dynamic vision for the future, we manage iconic theaters, host world-class performances, and foster a love of the arts in audiences of all ages.

The Opportunity

• Are you both process and customer-focused?
• Are you interested in elevating ticketing processes to be their very best in order to ensure an exceptional patron experience?
• Are you organized, detail-oriented, and an efficient user of technology?
• Have you migrated a system before from one technology platform to another?
• Are you a great colleague who enjoys working with others within and across departments?
• Do you enjoy the performing arts? Discounted or free tickets to selected shows are a fun perk!
• This is a full-time role, primarily located in downtown Columbus.

Primary Function

The Assistant Director of Ticketing Operations & Systems is responsible for the strategic design, documentation, and continuous improvement of all ticketing processes, procedures, and system architecture across CAPA.

This role serves as the operational backbone of the ticketing function, ensuring that workflows, policies, and systems are optimized for efficiency, accuracy, and an exceptional patron experience. The Assistant Director will work across all programming lines including Broadway, concerts, education, and rentals.

A key responsibility of this position is to support the planning and execution of CAPA’s transition of Broadway ticketing operations from Ticketmaster to Tessitura. In partnership with the Director of Ticketing, this role will lead process design, system configuration, documentation, and training to ensure seamless and successful migration.

Success Milestones

First 90 Days

• Assess current ticketing processes, systems, and workflows across CAPA
• Build relationships with key internal stakeholders and ticketing staff
• Identify immediate process improvement opportunities and implement quick wins
• Support development of Tessitura transition workflows and documentation

6 Months

• Implement standardized ticketing procedures and documentation
• Play an active role in Tessitura configuration, testing, and training
• Improve quality control processes for event builds and reporting
• Establish consistent reporting tools and dashboards

12 Months

• Demonstrate measurable improvements in operational efficiency and accuracy
• Achieve full adoption of standardized ticketing processes
• Support successful transition of Broadway ticketing to Tessitura
• Ensure strong alignment between ticketing operations and organizational goals

Duties and Responsibilities

Ticketing Operations & Process Design

• Design, document, and implement standardized ticketing workflows and procedures across all CAPA events
• Evaluate current operations and identify opportunities to improve efficiency, accuracy, and service delivery
• Develop and maintain comprehensive process documentation, SOPs, and operational playbooks
• Ensure consistency in ticketing practices across departments and venues

Systems & Architecture (Tessitura-Focused)

• Serve as a primary internal resource for Tessitura functionality and best practices
• Configure and maintain system builds including events, pricing, scaling, holds, packages, and promotions
• Establish quality control protocols for event builds, on-sales, and system outputs
• Partner with IT and external vendors to support integrations, data integrity, and system optimization

Broadway Ticketing Transition (Ticketmaster ? Tessitura)

• Support the Director of Ticketing in executing CAPA’s Broadway ticketing transition strategy
• Lead process mapping, workflow design, and documentation for the new system environment
• Assist with system configuration, testing, and user acceptance processes
• Coordinate staff training and ensure organizational readiness for transition
• Identify risks and operational gaps and recommend solutions

Cross-Functional Collaboration

• Partner with Marketing to ensure accurate setup and execution of campaigns, promotions, and offers
• Collaborate with Development on ticketing needs related to donor benefits and access
• Work with Finance to ensure proper reporting, reconciliation, and compliance
• Support Guest Services and Box Office teams with tools, processes, and issue resolution

Training & Operational Support

• Develop and deliver training materials and sessions for ticketing staff and internal stakeholders
• Serve as an escalation point for complex ticketing and system issues
• Promote adherence to established procedures and best practices

Reporting & Data Management

• Develop and maintain standardized reporting tools and dashboards
• Monitor ticketing performance, operational efficiency, and system usage
• Analyze data to inform process improvements and support decision-making

Other Duties

• This job description is not designed to cover or contain an exhaustive list of duties, responsibilities, and key performance metrics that are expected of the employee. These items may change, or new job-related items may be assigned from time to time.

Performance Metrics (KPIs)

Performance in this role will be evaluated based on the following:

• Successful support of Broadway ticketing transition to Tessitura
• Reduction in ticketing errors and rework
• Efficiency and accuracy of event builds and on-sale execution
• Adoption and adherence to standardized processes and procedures
• Accuracy and timeliness of reporting and data management
• Internal stakeholder satisfaction across departments

Knowledge, Skills and Abilities

• Strong working knowledge of Tessitura or similar ticketing/CRM systems required; experience with Ticketmaster preferred
• Demonstrated ability to design and implement operational processes and systems
• Strong analytical skills and attention to detail
• Excellent project management and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong written and verbal communication skills
• Proficiency in standard office software applications

Credentials and Experience

• Bachelor’s degree in Arts Administration, Business, or related field required
• Typically, 4–6 years of ticketing operations experience, preferably in performing arts or live entertainment, is needed to have sufficient experience and judgement to perform a role of this size and complexity.
• Experience supporting system implementations or migrations strongly preferred
• The annual base pay for this role is $65,000.

Special Requirements

• Commitment to providing excellent customer service to internal and external stakeholders
• Ability to work evenings, weekends, and holidays as required
• Participation in on-sale and high-demand ticketing events
• Successful completion of background check
• Ability to lift up to 40 lbs. on occasion
• Ability to work in multiple venue and office environments