Description

Director of Ticketing and Tessitura Operations
Position Profile

About the Opportunity 

The Director of Ticketing & Tessitura Operations is a key leadership position responsible for the strategic direction, technology management, revenue optimization, and daily operation of Milwaukee Rep’s ticketing systems and Ticket Office functions. Serving as the organization's primary Tessitura expert and digital commerce lead, this position oversees ticketing operations across multiple venues and sales channels, ensuring a seamless patron experience from first purchase through performance attendance. The Director manages ticketing technology, inventory management, reporting, patron data, and e-commerce systems while leading a culture of exceptional customer service and operational excellence.

Working collaboratively with multiple departments, this individual plays a critical role in supporting Milwaukee Rep's ticketing, patron engagement, and revenue goals. The ideal candidate is an experienced ticketing professional with advanced Tessitura expertise, strong leadership skills, analytical abilities, and a demonstrated track record of leveraging technology and patron data to drive organizational success.  

This position reports directly to the Chief Marketing Officer and serves as a key strategic partner in advancing Milwaukee Rep's ticketing, patron engagement, revenue generation, and digital commerce goals.

About Milwaukee Repertory Theater 

One of the first regional theaters in the United States and one of the largest, Milwaukee Repertory Theater has been a cornerstone of Milwaukee's cultural life for more than seven decades. As Wisconsin's largest performing arts organization, Milwaukee Rep creates world-class theater experiences that entertain, provoke, and inspire while bringing people together through the power of live storytelling.

Under the leadership of Artistic Director Mark Clements and Executive Director Chad Bauman, Milwaukee Rep produces a diverse range of work—from Broadway musicals and American classics to Shakespeare, contemporary dramas, and new plays—serving nearly 300,000 audience members annually. Through its artistic, educational, and community engagement programs, Milwaukee Rep seeks to ignite positive change and foster meaningful dialogue among audiences representative of Milwaukee's rich diversity.

In Fall 2025, Milwaukee Rep opened the Associated Bank Theater Center, a transformational new home in downtown Milwaukee. The state-of-the-art facility houses three distinct performance venues: the Ellen & Joe Checota Powerhouse Theater, the Herro-Franke Studio Theater, and the Stackner Cabaret. Together, these venues serve as the home for much of Milwaukee Rep's annual season. In addition, Milwaukee Rep annually presents its beloved production of A Christmas Carol at Milwaukee's historic Pabst Theater, one of the region's most cherished holiday traditions. Across all venues, Milwaukee Rep presents 12–15 productions and approximately 700 performances each year.

Milwaukee Rep is one of the region's largest arts employers, engaging more than 575+ artists, artisans, and staff annually. The organization is supported by a dedicated Board of Directors, hundreds of volunteers, and thousands of donors whose commitment helps make Milwaukee Rep's work possible. Through its "Made in Milwaukee" philosophy, Milwaukee Rep invests in local artists, craftspeople, and creative professionals, generating more than $20 million in annual economic impact throughout the region while strengthening Milwaukee's creative community.

Milwaukee Rep is committed to creating a welcoming and inclusive environment where artists, staff, volunteers, and audiences can thrive. The organization values collaboration, innovation, curiosity, and a shared passion for creating extraordinary theater experiences.

Milwaukee Rep at a Glance:

• Wisconsin's largest performing arts organization
• Nearly $18 million annual operating budget
• Nearly 300,000 annual attendees
• More than $20 million in annual economic impact
• More than $8 million in annual ticket sales revenue
• 12–15 productions and approximately 700 performances annually
• More than 575+ artists, artisans, and staff engaged each year
• Three venues housed within the Associated Bank Theater Center
• Annual presentation of A Christmas Carol at Milwaukee's historic Pabst Theater

Milwaukee Rep Values Employees Who: 

• Communicate well with a diverse group of colleagues. 
• Demonstrate an aptitude and eagerness to learn new skills and processes when necessary. 
• Solve problems and engage in creative thinking about challenges individually and in a group environment. 
• Are able to accept and incorporate feedback. 
• Have excellent interpersonal, teamwork, and diplomacy skills and ability to be self-directed and take initiative. 
• Demonstrate a commitment to the mission, and core values both in the workplace and in the  community. Learn more about Milwaukee Rep’s mission and core values here. 

About Milwaukee

Located at the confluence of three rivers on the shore of Lake Michigan, Milwaukee, Wisconsin, has been described as a city “where Midwest heritage meets modern creativity.” Milwaukee has historic neighborhoods, vibrant entertainment districts, acclaimed museums and a legendary festival scene. From craft brews to lakefront sunrises, from easy access to the outdoors in a full four seasons to a thriving food culture, Milwaukee is a city that values and supports creativity in all its forms. Milwaukee offers a highly affordable, Midwestern standard of living, with overall living expenses below the national average. The city boasts highly walkable, distinct neighborhoods ranging from the historic Third Ward to the more suburban-feeling outer reaches, and is within easy reach of Chicago’s “big city” events and resources when desired; but there’s plenty to do in Milwaukee. https://www.visitmilwaukee.org/

Job Description

Major duties and responsibilities include:

Ticketing Strategy & Revenue Leadership

• Partner with the Chief Marketing Officer (CMO) to establish Ticket Office revenue generation benchmarks
• Analyze sales trends, purchasing patterns, patron behavior, and revenue performance to identify opportunities for audience growth, revenue generation, and strategic decision-making.
• Implement ticket pricing, dynamic pricing, inventory management, and yield optimization strategies
• Foster a proactive sales culture within the Ticket Office that emphasizes patron engagement and retention as well as revenue generation while maintaining exceptional customer service standards
• Support organizational initiatives related to add-on performances, special events, donations, and other earned and contributed revenue opportunities

Tessitura System Administration & Technology Leadership

• Lead Milwaukee Rep's Tessitura ecosystem, including season builds, pricing structures, inventory management, facility configurations, offers, promotions, and ticketing workflows.
• Maintain system integrity through user administration, security management, integrations, documentation, and governance.
• Lead Tessitura training, process improvement initiatives, and adoption of new functionality and best practices.
• Oversee ticketing-related patron communications, ticket design, mobile ticketing, and digital delivery systems.

Digital Commerce & Web Operations

• Serve as the primary business lead and liaison for Milwaukee Rep's online ticketing and e-commerce platforms and related vendor relationships including Tessitura, Made Media, Secure My Booking, JCA and other technology partners
• Partner with internal stakeholders and external vendors to optimize the online purchasing experience
• Manage ticketing functionality across the website including Subscriptions, Single Tickets, exchanges, gift certificates, donations, dinner sales and promotional offers
• Oversee purchase flows, patron account functionality, confirmation messaging, self-service tools, and digital upsell opportunities.
• Monitor digital commerce performance and implement improvements that increase conversion, usability, and online revenue

Ticket Office Operations & Customer Experience

• Lead all aspects of Ticket Office operations, policies, procedures, and service standards.
• Foster a patron-centered culture focused on exceptional service, audience loyalty, and operational excellence.
• Continuously evaluate and improve ticketing processes while balancing organizational policies with thoughtful problem-solving and customer care.
• Ensure compliance with organizational policies, contractual obligations, data security standards, and industry best practices.
• Support high-volume phone sales periods

Financial Reporting & Analytics

• Develop and maintain reporting tools and dashboards utilizing Tessitura, Excel, and other business intelligence resources.
• Provide timely sales, revenue, attendance, forecasting, and patron analytics to support organizational decision-making.
• Ensure data integrity and support budgeting, forecasting, reconciliation, and long-range planning initiatives.

Team Leadership & Staff Development

• Provide leadership and supervision for Ticket Office staff and daily operations.
• Recruit, train, mentor, evaluate, and develop team members while establishing clear expectations and accountability.
• Foster a collaborative, inclusive, and service-oriented culture while serving as a resource for complex patron and operational situations.

Collaboration & Organizational Support

• Collaborate with the Director of Subscriptions & VIP Ticketing on Subscription operations, seat management initiatives, pricing implementation, and patron service strategies
• Support marketing, fundraising, and audience development initiatives through patron segmentation, analytics, and sales reporting
• Work closely with Guest Operations to ensure seamless patron experiences from purchase through attendance
• Participate in organizational committees, planning initiatives, and special projects as assigned
• Other duties as assigned

Core Competencies & Qualifications

• Bachelor's degree or equivalent combination of education and experience 
• Minimum of five+ years of progressively responsible ticketing leadership experience within performing arts, live entertainment, sports, attractions, or a comparable customer-focused environment
• Advanced Tessitura experience required, including event builds, pricing structures, inventory management, reporting, CRM functionality, and system administration
• Demonstrated experience managing complex ticketing operations involving multiple venues, events, and pricing structures
• Experience with digital commerce platforms, website integrations, and online sales optimization
• Strong understanding of revenue management principles, dynamic pricing strategies, and audience development practices
• Demonstrated success supervising and developing professional staff
• Excellent analytical, organizational, project management, and problem-solving skills
• Strong communication and interpersonal skills with the ability to collaborate effectively across departments
• Ability to navigate high-pressure situations with professionalism, sound judgment, and a solution-oriented approach
• Commitment to providing exceptional customer service and fostering positive patron relationships
• Enthusiasm for live theater and the performing arts
• Ability to work evenings, weekends, and holidays as required by performance schedules

Not sure you meet 100% of our qualifications? Research shows that men apply for jobs when they fulfill an average of 60% of the criteria. Yet women and other people who are systematically marginalized tend only to apply if they meet every requirement. If you believe that you could excel in this role, we encourage you to apply.

Milwaukee Repertory Theater is committed to creating a culturally diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or veteran status.

Compensation

Milwaukee Rep offers competitive compensation, with a salary range expected between $75,000 and $80,000. Milwaukee Rep offers a generous benefits package, including:

Health & Dental Insurance – Employer contribution to premium Health Savings Account & Health Reimbursement Account
Flexible Spending Account
403(b) Retirement Plan
Paid vacation, holidays, and sick leave 
Professional development opportunities 
Relocation assistance may be available for the successful candidate

Application Instructions

The search for the Director of Ticketing and Tessitura Operations is being supported on behalf of Milwaukee Rep by TOC Arts Partners, a New York-based executive search and consulting firm specializing in the arts and culture industries. TOC Arts  will be promoting this opportunity and collecting all applicant materials, which will then be provided to leadership at Milwaukee Rep for evaluation and selection of interviewees. If you have any questions about submitting your application, please email [email protected]. 
 
Please use your cover letter to tell us about what you hope to bring to this role, and how your background and experience responds to the desired skills and qualities.

To apply, visit the online application and submit your materials. Your cover letter should include relevant experience, including any direct experience you've had with similar roles and institutions. For best consideration, please apply by July 24, 2026. No phone calls, please.