Michelle Rose started her ticketing career 26 years ago by answering a newspaper ad for a part-time box office position at Playhouse Square in Cleveland. Her thought at the time was, “Whenever I go to shows with my friends, we have so much fun — what a cool place to work!” She never imagined ticketing would become her career, and Playhouse Square would still be her employer all these years later.

The Many Stages of a Career in One Place

Rose recalls, “I began as a ticket rep at the window, helping guests during the day, and transitioned to nights and weekends after my daughter was born. My first promotion was to Box Office Supervisor — though we called it Curtain Supervisor — where I moved from working the window to overseeing staff and coordinating with visiting companies. When my daughter started kindergarten, I accepted a full-time role as Ticket Operations Assistant. That’s when I began working more closely with our Director of Ticketing and Box Office Manager, diving into the build side of ticketing, managing holds, daily reporting and pulling orders for promoters.”

From there, she was promoted to Ticket Operations Manager, continuing her work with promoters and company managers while also helping lead the department through two ticketing system conversions. “As my career grew, I became Ticketing Projects Senior Manager, supporting our Director of Ticketing with big-picture initiatives — from cleaning up data to rethinking long-standing processes,” she says. “That experience gave me the confidence and knowledge to apply for my current role.”

Today, she is proud to serve as, yes, Director of Ticketing at Playhouse Square! “It’s been an honor to spend all 26 years of my career with one organization and grow alongside it!” she states.

One of the world's premier arts districts, Playhouse Square is one of Broadway’s premier touring partners, made possible by the metro area’s large and enthusiastic live theatre audiences. It is also the home of several resident companies, including: the Cleveland Ballet, the Cleveland International Film Festival, the Cleveland Play House, Cleveland State University’s Department of Theatre and Dance and DANCECleveland, among others.

In her current post, Rose oversees the ticketing department and collaborates with other departments across the organization that use Playhouse Square’s ticketing system. She remarks, “I’m fortunate to work with five amazing, full-time team members who manage the day-to-day operations and support me in implementing changes that help both our department and the organization grow. I work closely with our resident companies and internal teams to understand their needs and explore how we can meet those needs through our ticketing system. I also focus on keeping Playhouse Square at the forefront of industry trends, while ensuring our guests have an experience that’s truly worthy of a standing ovation.”

Rose is a firm believer in the old saying, “Teamwork makes the dream work!” She says, “I absolutely adore my team. Most of us have been together for over 20 years. They keep me sane, even though we can drive each other a little crazy sometimes. We truly are a family, and that connection is something I treasure.”

Another favorite part of her work, which she admits she sometimes forgets, is the joy she and her colleagues bring to others. “On show nights, when I’m in the theater and see guests arriving, their excitement is contagious,” she states. “Watching them take in the beauty of the space and hearing their comments reminds me of the magic we help create. It makes the tough days worth it and helps me appreciate the incredible place I get to work in every day.”

Working Playhouse Square Is Indeed Work

But for Rose, the job is not without its continuing challenges. She often has to remind herself that she can’t do it all. She’s only been in her current position for just over six months, and it’s still difficult to let go of the responsibilities she had in her previous position.

“I’ve faced this same challenge during other transitions in my career,” she says. “It’s ingrained in me to just jump in and do the work. I also struggle when I can’t find answers, especially when things aren’t going as expected or when a number doesn’t add up. I always want to understand the ‘why,’ and sometimes that clarity just isn’t available. That can be tough for me.”

She continues, “I do carry some pessimism, particularly around fraud and chargebacks, which I deal with closely. These issues have grown significantly across the industry. Every time we implement a change to catch fraudulent activity, bad actors quickly adapt and find new workarounds. It’s a constant game of cat and mouse, and staying ahead can be frustrating. Fortunately, we’re supported by our ticketing partner, AudienceView, whose fraud protection tools help us keep chargebacks down and provide a strong layer of defense!”

In the toughest times, she remembers the various bits of wise counsel she was given in this past quarter-century of work and service. Her favorite piece of advice came on a day when it seemed everything was going wrong: “My Senior Vice President handed me a cupcake and firmly said, ‘Take the cupcake. Cupcakes make everything better!’ I still believe that to this day. Another piece of advice that’s stuck with me is to ‘believe in yourself.’ You know what you’re doing. And just as importantly: you can’t do it all! You have to delegate.”

With this being our Women in Ticketing series, Rose had some choice advice for any young woman reading this and just starting out in the ticketing and live event business: “Stick with it, and don’t give up. I’ve been fortunate to have strong leadership throughout my career, people who encouraged me to keep growing and pushing myself. That support played a big role in helping me get to where I am today. If you can surround yourself with a supportive group, it makes a huge difference. This industry can be tough some days, and having people to lean on — whether for advice, encouragement or just a good laugh — can help you stay grounded and motivated.”

Rose Expects to Continue Blossoming

Rose knows she has been blessed with many more good days than bad days in a highly competitive, pressure-packed business. She says, “One of my favorite memories is when we reopened the theater after the [pandemic] shutdown for our very first show back. It was “Choir of Man,” which couldn’t have been a more perfect choice for the occasion. I’ll never forget the excitement from our guests as they walked through the doors. Even with all the added protocols in place, they were just so happy to be there. We’d thank them for coming, and they’d thank us for reopening. That mutual gratitude and joy was incredibly moving — and it’s a moment I’ll always consider a highlight of my career.”

Looking ahead, Rose expressed optimism for where Playhouse Square’s fortunes are headed for the remainder of 2025 and beyond. “We have the honor of hosting three tours that are ‘teching’ and opening in our theaters this upcoming season, with one already announced for next season. This brings tremendous excitement to our staff, our guests and the city. It’s a fantastic opportunity that energizes everyone involved!”