Associate Director of Visitor Experience & Ticketing

Spoleto Festival USA is internationally recognized as America’s premier performing arts festival. For 17 days and nights each spring, Spoleto Festival USA fills Charleston’s historic theaters, churches, and outdoor spaces with performances in opera; theater; dance; and chamber, symphonic, choral, and jazz music. Spoleto Festival USA is a 501(c)(3) charitable organization.

The Role

The Associate Director of Visitor Experience & Ticketing owns the guest, patron, and audience experience at Spoleto Festival USA, from the first call to the box office through the final curtain. For many patrons, this team is the first, the last, and sometimes the only interaction they have with the Festival, and this role sets the standard for what that interaction feels like.

This year-round, full-time role leads and motivates the ticketing and visitor experience team, sets the vision for ticketing and guest experience, and serves as the Festival’s subject matter expert on ticketing, box office, group sales, and front-of-house operations within Tessitura. The ideal candidate is both a strategic thinker and a hands-on leader: someone who can analyze patron data, manage budgets, and work alongside the team to build the systems, processes, and culture that deliver a top-of-class experience.

Position Type: Full-time, exempt, and benefit-eligible

Location: Charleston, SC (onsite)

Department: Box Office & Visitor Experience

Reports to: Director of Operations & People

What You’ll Do

• Own the guest, patron, and audience experience across every channel: call center, box office and kiosks, online, and at Festival venues.
• Set the strategy for ticketing, box office, and front-of-house operations as the Festival’s subject matter expert and a Tessitura super user, overseeing the build of 100+ performances a season and managing dynamic pricing.
• Lead and motivate a team spanning full-time, seasonal, and volunteer staff, including House Managers, ticket agents, and apprentices, in partnership with department managers.
• Drive attendance, retention, and earned revenue through smart ticketing strategy, accessible service, and strong cross-departmental partnerships.
• Guide the team in building the systems, processes, and training that bring consistency to a fast-growing department.
• Direct merchandise fulfillment and inventory management, and guide group sales and digital ticketing communications, including know-before-you-go messaging.

What You’ll Bring

• 5+ years of progressive experience in box office, ticketing, or visitor experience, including leadership or supervisory experience.
• Hands-on Tessitura experience strongly preferred, including building 100+ performances a season, seat maps, pricing, and packages.
• A proactive, organized, process-driven approach; you build systems where none exist.
• Strong analytical skills and comfort managing budgets and revenue reporting.
• Excellent communication and sound judgment handling sensitive patron, donor, and personnel matters.
• Working knowledge of the Americans with Disabilities Act (ADA) as it relates to accessible seating, entry, and patron service.
• Proficiency in Microsoft Office, especially Excel and Outlook, and comfort learning new systems.
• Bachelor’s degree or equivalent experience; nonprofit arts or festival experience a plus.