Ticketing Systems Coordinator - Portland - Mac's List

Mac's List Portland

2 days ago

Description

The Ticketing & Systems Coordinator supports the overall guest experience at Portland Japanese Garden by managing and maintaining the CRM and digital systems related to ticketing and events for the organization.

This position serves as a bridge between internal systems and the guest experience. The coordinator manages key backend processes-such as WordPress content management, Tessitura/TNEW configuration, and related digital workflows-ensuring accuracy, consistency, and reliability across platforms. By translating these internal systems into clear and seamless experiences, the role supports both the efficiency of internal teams and the satisfaction of our guests The position reports to the Web Developer and works closely with the Marketing and Communications, Membership, Visitor Relations, and other programming departments.

Success in this role requires rigorous attention to detail, strong communications skills, commitment to excellent guest experience, and the ability to work effectively with a wide range of audiences both internal and externally.

Primary Duties

Visitor Relations, Ticketing & Guest-Facing Systems

Serve as a primary internal resource for visitor-facing digital systems, including ticketing, reservations, and access to workflows.
Set up, manage, and maintain ticketed offerings, programs, events, and daily admissions within reservation and ticketing platforms (e.g., Tessitura/TNEW).
Translate backend setup and operational requirements into a clear, intuitive front-facing experience for visitors using TNEW and related platforms.
Troubleshoot issues across ticketing, access, and confirmation of workflows, working with staff, visitors, donors, and partners as needed.
Respond to visitor inquiries via email and phone with a strong customer service mindset while upholding policies and system integrity.
Balance flexibility and service with the ability to set boundaries and say no when necessary to protect systems, policies, and visitor experience.
Be available to support larger-scale events such as O-bon, Moonviewing, New Years Day, and Extended Member Hours during evenings and weekends as the events ticketing liaison, including on-site troubleshooting as needed.

Website, Digital Experience & System Integration

Create, maintain, and enhance website pages for visitor programs, events, and offerings using WordPress.
Ensure all visitor-facing information is accurate, engaging, and consistent across the website, ticketing systems, email communications, and social platforms.
Assist in maintaining automation and integrations between the website and reservation or ticketing systems.
Maintain and guide internal submission forms, ensuring required fields, workflows, and data standards are clearly defined and followed.
Contribute to ongoing planning for future website improvements and platform enhancements that support a more premium and engaging visitor experience

Event-Related Communications, Promotion & Marketing Support

Manage automated and transactional visitor communications, including confirmations, reminders, and "Know Before You Go" emails.
Assist with email communications and marketing efforts related to visitor programs and events, including scheduling, list of coordination, and quality assurance.
Provide support for visitor-facing promotion, such as creating and maintaining Facebook Events and community calendars, ensuring promotional details are accurate and aligned.
Help ensure visitor-facing content is engaging, clear, and consistent across platforms, supporting a cohesive digital presence.
Collaborate with Marketing to think strategically about how visitor experiences are presented digitally, from initial promotion through post-visit communication

Data, Tracking & Continuous Improvement

Track reservations, ticket sales, attendance, and visitor engagement to support operational planning and experience improvements.
Assist with setting up and maintaining conversion tracking for events, programs, and daily admissions, in collaboration with the Web Developer.
Analyze visitor behavior and engagement data to identify trends, friction points, and opportunities to improve digital workflows.
Support continuous improvement of systems and processes to create a more seamless, efficient, and visitor-centered experience.
Support data and content organization on photo management platform, Synology

Collaboration, Documentation & Policy Alignment

Serve as a bridge between Visitor Relations, Marketing, Events, and other internal teams to improve communication and coordination.
Maintain internal documentation, training materials, and process guides for visitor-facing digital systems and workflows.
Support adherence to visitor-facing policies, including refunds, cancellations, standby procedures, and access guidelines.
Promote transparency, consistency, and shared understanding across departments when managing visitor-facing offerings.
Collaborate with leadership and internal stakeholders (including Events and Visitor Relations leads) to refine workflows and responsibilities over time.

Other Responsibilities

Familiarize oneself with the organization and the Employee Handbook
Get to know fellow staff members, developing trust, establishing credibility, encouraging teamwork, and creating an atmosphere of open, honest, two-way communication
Serve as a role model for Garden volunteers, providing support and encouragement to volunteers in their roles across the Garden
Maintain a high level of professionalism in manner and appearance
Adhere to Garden Dress Code (business casual)

Qualifications

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the position, and that candidate may be one who comes from a less traditional background. If you are interested in applying, we encourage you to think broadly about your background and qualifications for this role.

Minimum 2 years of experience in customer service, visitor relations, ticketing, marketing coordination, or digital operations involving online systems.
Demonstrated ability to work effectively with a wide range of audiences through a strong customer service mindset.
Strong organizational, analytical, and problem-solving skills.
Ability to manage multiple priorities while maintaining accuracy and professionalism.
Comfort working with digital tools and backend systems; basic HTML knowledge preferred.
Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
Experience with CRM, ticketing, reservation, or CMS platforms (e.g., Tessitura, TNEW, Prospect2, WordPress) is a plus.
Familiarity with email communication tools, analytics, or digital platforms is a plus

Special Requirements

* Available to work occasional evenings and weekends as the in-person ticketing liaison for select events throughout the year.

Compensation & Schedule

Wage: $ $22.00/hour, commensurate with experience
This is a full-time, benefited, hourly position with approximately 40 hours per week. Shifts are typically 8 hours (plus 1⁄2 hour lunch), Monday - Friday.
Benefits:
health, dental, and vision insurance (premium 100% covered for employees), with partial deductible reimbursement
401k plan (after 6 months, with 4% employer match after 1 year)
flexible spending accounts for medical and dependent care expenses
paid time off:
vacation: 2 weeks per calendar year to start, with regular increases
wellness: 10 days per calendar year
holidays: 10 holidays per year

* free access to the Employee Assistance Program (EAP)

Transportation

The Garden is located at 611 SW Kingston Avenue, in Washington Park. Below are the transportation options for staff commuting to the Garden:

Parking: Staff may park in the numbered spaces throughout Washington Park, which require payment. Additionally, staff may request parking permits from Washington Park. The Garden subsidizes a portion of the cost for parking permits; the cost for staff is $75 during the high season (March - September) and $50 during the low season (October - February).
Bus Passes: For staff who take public transit as their primary means of commuting to the Garden, we provide paid bus passes. Full-time staff receive a monthly TriMet pass, and part-time staff receive daily passes, based on their work schedule.
Transportation Stipend: Staff who take any form of alternative transit to get to work qualify for a $5 daily stipend. This includes taking public transit, walking, biking, carpooling, or getting dropped off. The only staff who do not qualify for the stipend are those who are receiving a bus pass through the Garden.

Applications

To apply, please submit a resume, cover letter, and three work-related references. Incomplete applications will not be considered. Please no phone calls or hand delivered applications. Applications will be accepted until the position is filled.

All submitted applications will be held in confidence.

We encourage all potential applicants to watch our video entitled "Come to Understand: Welcome to Portland Japanese Garden" (5:56 minutes).

Listing Type

Jobs