THE LAGUNA PLAYHOUSE - Associate Director of Ticketing and Customer Service
Reports to: Director of Marketing, Communications, and Public Relations
Position Status: Full time, Regular, Exempt
Salary: $68,640 - $70,000
Benefits: Medical & Dental (Shared Expense); 401K; Paid Vacation & Sick Leave; Paid Holidays
Application: Cover letter must accompany resume submission
About Us: Laguna Playhouse, a nationally acclaimed, non-profit, professional theatre located steps away from the Pacific Ocean in the charming arts colony of Laguna Beach, CA seeks a full-time Associate Director of Ticketing and Customer Service. Reporting to the Director of Marketing, Communications, and Public Relations and working in collaboration with all department heads, the Associate Director of Ticketing and Customer Service will lead the Playhouse's Ticketing Department customer service team and be a Super User supporting the use of Tessitura at the Playhouse.
About the Position: The Associate Director of Ticketing and Customer Service oversees all aspects of executing ticket operations and box office management for all performances at the Laguna Playhouse. The Associate Director of Ticketing and Customer Service will build all events in Tessitura and manage the subscription season rollovers and reporting and will be a partner in maintaining the overall health of the Tessitura database. This position will work closely with Marketing, Education, Development and Operations to ensure events are created and put on sale in a timely manner, tickets are allocated to each department as needed, and reporting is distributed to all stakeholders. The Associate Director of Ticketing and Customer Service oversees day-to-day guest services and will ensure that exceptional customer service is provided for all event attendees.
About the Culture: The right candidate will be highly organized, deadline-driven, and passionate about supporting a thriving, mission-based performing arts organization. Laguna Playhouse fosters a collaborative, inclusive, and creatively enriching environment that encourages authenticity and bold ideas. We are deeply committed to equity, diversity, and inclusion, and strongly encourage applications from individuals who identify as Black, Indigenous, People of Color, women, transgender, non-binary, and those from communities historically underrepresented in the theater industry.
Qualifications:
5+ years of experience in ticketing operations within a live event or performing arts environment
Extensive knowledge of computerized ticketing systems; Tessitura experience preferred
Demonstrated excellence in customer service and communication (written and verbal)
Strong analytical skills with advanced Excel knowledge a plus
Exceptional attention to detail and work ethic
Effective workload prioritization and task management
Availability to work evenings and weekends as needed
Strong team player with independent problem-solving skills
A mindset that embraces innovation, curiosity, and continuous improvement
Responsibilities (including but are not limited to):
Develops and configures all events within Tessitura, including single-ticket performances, subscription packages, education programs, and internal events. Ensures event setups are accurate, user-friendly, and optimized for sales tracking and reporting.
Executes box office and customer service procedures that align with organizational goals, focusing on efficiency, consistency, and high-quality patron care across all sales channels.
Constructs and updates comprehensive training materials, knowledge bases, and onboarding guides for the Box Office team to ensure consistent application of policies and Tessitura best practices.
Oversee the day-to-day operations of the Box Office, including scheduling, staffing, and performance monitoring. Provides leadership, mentorship, and performance feedback to team members.
Coordinates the distribution and fulfillment of all ticket types-purchased, complimentary, promotional, donor, artist, and internal holds-ensuring timely and accurate processing and tracking.
Strategizes and rolls out the annual subscription renewal cycle, including package creation, auto-renewal processes, seating assignments, and upgrade opportunities, working closely with the Marketing and Development departments.
Preserves and audits the Tessitura database to ensure data integrity, including duplicate resolution, record cleanup, and system configuration. Partners with Tessitura consultants to troubleshoot issues and optimize performance.
Generates and disseminates detailed sales, finance, and performance reports across departments. Tailors insights and dashboards for stakeholders to inform marketing, fundraising, and operational decisions.
Administers daily sales reconciliation, cash handling procedures, and financial reporting to support accurate accounting. Collaborate with Finance on monthly closeouts and show settlements.
Supports and collaborates with House Management and Operations to ensure a positive patron experience at all events, from entry to curtain, including ticket scanning, wayfinding, and service troubleshooting.
Coordinates and supervises third-party ticketing partnerships (e.g. Today Tix), ensuring inventory accuracy, promotional alignment, and real-time performance tracking.
Partners with Marketing and Development teams to build and promote ticketing campaigns, offers, and donor access benefits. Advises on ticketing logistics to support revenue and engagement goals.
Customizes Tessitura user interfaces, web integrations, and reporting tools to improve operational workflows, enhance the patron experience, and meet department-specific needs.
Forecasts and prepares for future operational needs including staffing models, technology upgrades, system maintenance, and customer engagement strategies to ensure sustainability and scalability.
Sustains an expert-level knowledge of Tessitura and ticketing industry trends, staying up to date with new features, tools, and practices to continually improve service and system functionality
Physical Requirements of the Position:
This position involves sitting, standing, twisting, turning, and lifting up to 25 lbs
To apply for this position, please send a cover letter and resume to under the heading:
Associate Director of Ticketing and Customer Service
Application Cover letter must accompany resume submission