Box Office Manager

Full-time, nonexempt salaried staff position.

About the Role

The Box Office Manager reports to the Director/Senior Manager of Patron Services (or equivalent) and provides leadership for ticketing operations and front-line patron services for a mid-size university performing arts center serving academic productions, external rentals, and a presented series. This role is a key operational partner in ensuring a consistent, high-quality patron experience and accurate, secure ticketing practices across events. The Box Office Manager is entrusted with confidential and sensitive information (patron data, financial/tender details, internal reporting, and operational communications) and is accountable for box office readiness, procedure compliance, and staff support during on-sales and performance operations.

The Box Office Manager helps maintain ticketing systems, workflows, and reporting practices aligned with university policy and established internal controls. Participates in the recruitment, onboarding, scheduling, and performance feedback processes for student employees and temporary production staff.

Responsibilities

• Patron Services & Customer Experience Leadership:
  • Provide day-to-day leadership for patron service delivery at ticket windows and through phone/email correspondence, ensuring a welcoming, solutions-oriented experience.
  • Resolve patron concerns (exchanges, seating issues, late seating policies, accessibility needs, and refunds within policy) using sound judgment and professionalism.
  • Support consistent patron communication by helping interpret and enforce house and ticketing policies in coordination with Front of House and other operational partners.
  • Maintain strong working relationships with internal departments and external partners as assigned to ensure accurate information flow and a smooth patron experience across academic, rental, and presented events.
• Ticketing Operations & Event Setup Coordination:
  • Process ticket sales, exchanges, refunds, discounts, comps, donations (if applicable), and subscription/package orders in accordance with policies and established procedures.
  • Build and maintain events in the ticketing system as assigned, including pricing, holds/allocations, discount codes, fees, accessibility seating, and on-sale windows.
  • Coordinate ticketing needs across academic productions, rentals, and presented events, ensuring ticketing configuration aligns with performance requirements, contracts, and public-facing communications.
  • Monitor ticketing setup for accuracy and identify issues or inconsistencies requiring correction or escalation.
• Financial Accountability, Cash Handling & Event Settlements:
  • Ensure accurate daily/event reconciliation practices, including cash drawer balancing, settlements, batch closeouts, and required documentation.
  • Uphold university policies and internal controls related to cash handling, PCI compliance, and secure tender management.
  • Identify and escalate discrepancies, document resolutions, and support compliance with fiscal requirements tied to ticketing operations.
  • Maintain confidentiality and accuracy in all financial and patron-related handling, reporting, and communications.
• Reporting, Records & Ticketing System Stewardship:
  • Create and distribute routine ticketing reports and event summaries (sales, attendance, settlements, and other approved reporting) to internal stakeholders and authorized external partners as assigned, maintaining confidentiality and data integrity.
  • Maintain accurate patron records and support database standards, ensuring appropriate handling of sensitive patron information.
  • Assist with ticketing system troubleshooting and coordinate with vendors and/or campus partners to support reliable system performance, updates, and secure transaction processing within established escalation paths.
  • Support documentation needs for audits or internal reviews related to ticketing activity, reporting, or settlements.
• Staff Training, Supervision & Procedures:
  • Train, schedule, and supervise student employees and part-time/event ticketing staff as assigned to ensure preparedness for on-sales and performance operations.
  • Establish, document, and maintain box office procedures, quick-reference guides, and customer service standards to promote consistent service and transaction accuracy.
  • Provide on-the-spot coaching and support during high-volume sales periods and event rushes to ensure calm, efficient operations and consistent adherence to policy and procedure.
• Perform other job-related duties as assigned.

Requirements

• High school diploma or equivalent.
• 1-3 years of customer-facing experience (ticketing, hospitality, retail, call center, or similar).

Preferred Qualifications

• Associate's or bachelor's degree (arts administration, business, communications, or related field).
• Performing arts ticketing experience.
• Experience with a ticketing platform (e.g., E-tix (preferred), AudienceView, Tessitura, Paciolan, Spektrix, Eventbrite, etc.).

Knowledge

• Working knowledge of performing arts ticketing operations, patron service standards, and common box office policies and practices.
• Knowledge of secure cash handling practices, internal controls, PCI compliance expectations, and confidentiality requirements.
• Knowledge of operational coordination needs across academic productions, external rentals, and presented events.
• Knowledge of standard office tools (Google Workspace or Microsoft Office), spreadsheets, and routine reporting practices.

Skills

• Skill in delivering professional, empathetic, solutions-oriented customer service in high-volume, time-sensitive environments.
• Skill in accurate transaction processing and maintaining detailed, confidential records.
• Skill in event setup within a ticketing system (pricing, holds, discounts, allocations, accessibility seating, on-sale timelines).
• Skill in daily/event reconciliations, settlements, documentation, and basic reporting.
• Skill in training and supporting student employees and part-time staff through clear procedures and coaching.

Abilities

• Ability to handle confidential patron and financial information with integrity and discretion.
• Ability to interpret and apply policies consistently and escalate exceptions appropriately.
• Ability to manage competing priorities during on-sales and event nights while maintaining accuracy and composure.
• Ability to work collaboratively across departments and communicate clearly with patrons, staff, and partners.
• Ability to work evenings/weekends and perform essential physical functions.

Pay

$47,001.00 - $55,296.00 annually.