Jess Schuknecht: Leading the frontline of Overture’s ticketing team

Balancing on planks across the unfinished marble floor of Overture Center’s Rotunda Lobby, Jess Schuknecht precariously navigated his way to and from the ticket office. In early 2004, Schuknecht was among the first employees to work inside the new center as it was still being completed around him.

“While the rest of the staff worked across the street, ticket office employees were first to gain occupancy,” he said. “It was neat to be in the building while it was still under construction. We were part of the action, even counting the seats in Overture Hall after installation to match them with the seat maps in the ticketing system.”

Guiding guests from first contact to final curtain

Schuknecht started his career at the Civic Center in October 1996 as a sophomore at the University of Wisconsin-Madison. Now director of ticketing, he oversees the ticket office staff and all show builds, projects and final settlements. The ticket office team serves as the face of Overture, often serving hundreds of patrons on a given day.

“We help guests obtain tickets and serve as an information hub, answering questions about pricing, location and content—and even where to eat downtown Madison,” he said. “We also build all the shows in the ticketing system for Overture, resident companies and local arts organizations, and assist with reporting and ticketing projects.”

Creating memorable experiences

Schuknecht finds joy in seeing people’s faces light up when he and his team deliver the best seats and the best prices. It is an honor when he gets to be a part of a child’s first theater experience or help coordinate special birthday or anniversary outings for guests.

“No matter how big or how small, we’re helping to create lasting memories,” he said.

The biggest change Schuknecht has seen in his 28 years in the ticket office is the increase in online ticket orders, resulting in fewer interactions in person and by phone. Especially post COVID, guests are enjoying the convenience of online ordering.

Striving for ticketing excellence

As the organization has grown over the past two decades, so has the ticket office staff, which now includes seven full-time members and 8-11 variable evening and weekend associates. The team has a big responsibility: to provide extraordinary ticket purchase experiences.

“We are always going to do the best we possibly can,” said Schuknecht. “That doesn’t mean we can do everything you ask for, but your best interests are our best interests. We want you to leave as happy as possible, and we’ll do all in our power to make that happen.”

Making “Hamilton” happen

One of Schuknecht’s greatest achievements was coordinating the public on-sale for the first run of “Hamilton” in September 2019. A phenomenon of a show, there was high pressure to do the on-sale right. Schuknecht and other marketing staff visited several US theaters to observe their on-sale events and learn about successes and pitfalls. Overture’s “Hamilton” on-sale went well, and Schuknecht describes it as one of the best team efforts across the organization.

“It was an exhausting 36 hours,” he recalled. “We set up for the on-sale after Madison Symphony Orchestra’s Friday evening concert. When we left the building at 2 a.m., a line was already forming. The line eventually wrapped around the building. More than 1,100 people came in person, and we simultaneously took phone and online orders.”

Embracing improv, a second passion

In his free time, Schuknecht enjoys theater and teaching performance skills as well as being outside in the water, swimming, kayaking and canoeing. And most of all, he enjoys improv comedy.

He took his first improv class in September 1997 after an audition “failed miserably.” Two years later, he began performing regularly with ComedySportz. Over the years, he founded his own improv group and participated in several others.

“Improv is just as big a part of my life as Overture,” he said.

To celebrate the 25^th anniversary of his first improv performance, he is hosting his own show on Saturday, Oct. 5. Check out “Jess And” in two completely different performances in The Playhouse. The 3 p.m. show is short-form improv for all ages while the 7 p.m. show is longer-form improv geared for teens and adults.

Schuknecht is excited to share his artform and hopes guests walk away with a smile, having had a lot of laughs and enjoyment in a place he calls his “home away from home.”

RETURN TO BLOG INDEX