Audience Data Coordinator
DESCRIPTION
Job Highlights
The Ticketing and Data Operations Coordinator provides
essential technical and operational support for HGO's Tessitura CRM database,
with primary focus on ticketing configuration, sales tracking, data integrity,
and user support. This role serves as a critical operational partner to the
Audience Data Manager, ensuring accurate and efficient execution of database
processes that support ticketing, marketing, and customer relationship
management.
This position requires a detail-oriented professional who
combines technical database skills with customer service sensibility, strong
problem-solving abilities, and commitment to data accuracy. The Coordinator
serves as a key resource for internal users across multiple departments and
plays an important role in maintaining the systems that power HGO's patron
experience.
Join Us!
We are looking for talented, passionate, and dedicated
people who are eager to make contributions to our community
and our mission. If you are excited about this position but your experience
does not align perfectly, we encourage you to apply! You may be just the right candidate for this
position or another role at HGO.
About the Houston Grand Opera
The mission of HGO is to enrich our diverse community
through the art of opera. We do so by creating, curating, exploring, and
producing outstanding experiences centered around the human voice. HGO has
received a Tony Award, three Grammy Awards, and three Emmy Awards – we are the
only opera company in the world to win all three honors.
Our strategic focus is two-fold: creating profoundly
enriching experiences for our diverse audiences and clearly defining and
positively promoting the HGO brand. We believe every
team member enriches our organization by exposing a broad range of ways to
understand and engage our community and discover, design, and deliver enriching
experiences.
Compensation and Benefits
- We
offer robust benefits to full-time employees, including:
- Comprehensive
and affordable health benefits.
- Generous
paid time off.
- 403b
retirement plan with employer match.
- Flexible
work schedule.
- Professional
development fund and opportunities.
- Discounted
parking in the Theater District garage and nearby lots, plus easy access to Metro
transportation.
- Free
tickets to our mainstage and community productions and events.
Key Responsibilities
Ticketing Configuration & System Setup
- Assist
with the build and configuration of HGO seasons and performances in
Tessitura, including production details, house maps, pricing structures,
ticket designs, and inventory management under guidance of Audience Data
Manager
- Create
and maintain Campaign, Appeal, and Source codes for accurate sales
tracking and marketing attribution
- Configure
promotional codes, pricing rules, web messaging, and discount structures
to support Marketing and Sales department initiatives
- Maintain
verification pages and eligibility requirements for HGO's discounted
ticketing programs (students, educators, military, etc.)
- Coordinate
comprehensive testing procedures for database and software updates, vendor
integrations, ticket on-sales, and promotional campaigns, ensuring
accurate functionality before public launch
- Provide
technical configuration for Tessitura's TNEW e-commerce platform to ensure
optimal patron purchasing experience
- Create
and update digital ticket templates and printed ticket designs in
coordination with Marketing team
Data Quality & Integrity
- Conduct
regular audits of ticketing data entry for accuracy, completeness, and
adherence to established standards
- Monitor
web sales for potentially fraudulent activity; investigate anomalies and
coordinate with appropriate teams for resolution
- Collaborate
with Philanthropy department on constituent account maintenance, including
regular de-duplication efforts to maintain clean, reliable data
- Maintain
data hygiene by identifying and correcting errors, inconsistencies, or
incomplete records
- Assist
in implementing and monitoring data quality standards and best practices
across the Audiences department
- Complete
hands-on data entry projects as needed, ensuring accuracy and compliance
with established procedures
Documentation & User Support
- Create,
maintain, and update Standard Operating Procedures (SOPs) and user guides
for Tessitura order entry and ticketing processes
- Ensure
documentation remains current following software updates, system changes,
and process improvements
- Provide
frontline technical support to Tessitura ticking users including Customer
Care, Patron Services, and RPAS (Rehearsal Planning and Artist Service)
- Troubleshoot
ticketing functionality issues; provide clear, patient guidance for user
errors and system questions
- Escalate
complex technical issues to Audience Data Manager, Information Systems, or
integration vendors as appropriate
- Maintain
internal knowledge base of common issues, solutions, and best practices
- Serve
as a subject matter resource for ticketing functionalities and sales
processes within Tessitura
Operational Support & Collaboration
- Work
collaboratively with Audience Data Manager to implement database processes
and procedures that ensure data integrity
- Partner
with Sales & Services department to remediate ticket order issues and
resolve patron concerns
- Coordinate
with integration vendors to troubleshoot and resolve technical issues,
ensuring timely attention to operational needs
- Provide
on-site Customer Care support during performances as needed, including
evening and weekend shifts
- Support
special projects and initiatives assigned by Audience Data Manager
- Participate
in department meetings and contribute ideas for process improvements and
system optimization
- Stay
current with Tessitura updates, new functionalities, and industry best
practices through self-directed learning and training opportunities
Qualifications
- Minimum
2 years of experience working with CRM systems and/or ticketing database
operations with demonstrated proficiency in data management
- Prior
experience working in a customer-facing role, exhibiting customer centric
values
- Strong
foundational understanding of database concepts, data structures, and best
practices
- Exceptional
attention to detail with proven ability to maintain accuracy in
high-volume, fast-paced environments
- Excellent
organizational skills and ability to manage multiple concurrent projects
and priorities
- Strong
problem-solving skills and ability to troubleshoot technical issues
independently
- Effective
communication skills, both written and verbal, with ability to explain
technical concepts clearly
- Proficiency
with Microsoft Office Suite (Excel, Word, Outlook)
- Ability
to work independently once direction is provided, while knowing when to
escalate issues
- Flexibility
to work occasional evenings and weekends during peak sales periods and
performances
- Ability
to bend, stoop, sit and sometimes lift up to 20 lbs.
Preferred Qualifications
- Experience
with Tessitura CRM system and TNEW e-commerce platform
- Familiarity
with HTML/CSS for basic email and web content formatting
- Associate's
or Bachelor's Degree in Business Administration, Information Systems, Arts
Administration, or related field (or equivalent combination of education
and experience)
- Knowledge
of performing arts ticketing industry standards and best practices
Special Job Characteristics
The ideal candidate for this position is a detail-oriented
problem-solver who thrives at the intersection of technology and customer
service. They will bring a unique combination of technical aptitude—mastering
complex database systems quickly and accurately—with genuine enthusiasm for
supporting both internal users and the patron experience. Most importantly,
ideal candidates will be proactive rather than reactive, consistently
identifying improvements and solutions before problems arise. If you're energized
by the challenge of maintaining systems that directly impact thousands of
patrons' experiences while growing your expertise in arts administration, this
role offers an exceptional foundation for your career.
Physical Demands
The physical demands described here are representative of
those we consider important for an employee to successfully perform essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
Equal Opportunity
Houston Grand Opera is committed to the principle of equal
employment opportunity for all employees and to providing employees with a work
environment free of discrimination and harassment. All employment decisions at
HGO are based on business needs, job requirements and individual
qualifications, without regard to race, color, religion or belief, national,
social or ethnic origin, sex (including pregnancy), age, physical, mental or
sensory disability, HIV Status, sexual orientation, gender identity and/or expression,
marital, civil union or domestic partnership status, past or present military
service, family medical history or genetic information, family or parental
status, or any other status protected by federal, state, or local laws or
regulations. HGO will not tolerate discrimination or harassment based on any of
these characteristics. HGO encourages applicants of all ages.
Desired Start Date: March 20, 2026
BENEFITS
Pay Range: $45,000 - $50,000 Annual
Compensation and Benefits
- We
offer robust benefits to full-time employees, including:
- Comprehensive
and affordable health benefits.
- Generous
paid time off.
- 403b
retirement plan with employer match.
- Flexible
work schedule.
- Professional
development fund and opportunities.
- Discounted
parking in the Theater District garage and nearby lots, plus easy access to Metro
transportation.
- Free
tickets to our mainstage and community productions and events.
HOW TO APPLY
To learn more about this opportunity or to apply, please
visit:
https://www.houstongrandopera.org/about/employment-and-auditions
Application Deadline: April 20, 2026
Application Email/Link: www.houstongrandopera.org/about/employment-and-auditions