Box Office & Patron Services Manager

Job Description

Job Description

The Michigan and State Theaters are historic cultural landmarks in the heart of downtown Ann Arbor, bringing people together through film, live performance, and shared experiences. Through exceptional programming, community partnerships, accessibility, and historic preservation, we are building welcoming third spaces where everyone can gather, connect, and belong.

We remain committed to preserving these beloved venues while ensuring they stay vibrant, relevant, and accessible for generations to come.

We are seeking a highly skilled and collaborative Box Office & Patron Services Manager to help deliver an exceptional patron experience while overseeing all ticketing operations for the Michigan Theater and State Theaters. This role combines operational excellence, customer service leadership, ticketing expertise, and data-driven decision making to maximize ticket revenue, memberships, and patron satisfaction.

The position serves as the organizations expert on patron experience, ticketing systems, audience data, and front-end customer interactions while supporting the organization's mission to create welcoming, accessible, and memorable experiences.

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage daily ticketing operations, including event builds, pricing, seating manifests, exchanges, refunds, and settlements.
• Deliver exceptional customer service and resolve complex patron issues.
• Analyze ticket sales, attendance trends, and purchasing behavior to support strategic decision making.
• Act as the primary liaison between ticketing platforms and The Michigan and State Theaters
• Partner with Marketing to identify sales opportunities and promotional strategies.
• Support Membership initiatives, renewals, and patron engagement.
• Coordinate with Programming, Events, Technical, and Front of House teams to ensure accurate event setup.
• Responsible for coordinating and executing group sales and upselling VIP packages.
• Train select Front of House staff to assist with large show nights as a Box Office Assistants.
• Train departments on ticket scaling, TicketMaster rebate schedule, and logging in to produce reports on ticketing platforms.
• Oversee daily reconciliation, financial reporting, and audit readiness.
• Serve as the primary administrator for the ticketing and CRM platform.
• Be a consistent presence with regular box office hours to interface with walk-up customers.
• Additional duties: Attendance at regular staff meetings and occasional events.

Key Performance Indicators (KPIs)

The Box Office & Patron Services Manager will be evaluated on the following, including but not limited to:

• High patron satisfaction
• Accurate ticketing and financial reconciliation
• Growth in advance ticket sales and memberships
• Timely reporting and analytics
• Strong cross-department collaboration
• Continuous improvement of the guest experience

Work Environment:  The work is primarily indoors within a theater building(s) and may have some exposure to fumes, odor, dust, variant temperatures, etc. The noise level in the work environment is usually moderate to loud. 

Physical Demands : While performing the duties of this job, the employee is regularly required to talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This role requires walking and standing for extended periods of time. This role requires working at a desk for extended periods of time. Extended computer use is required. This role also regularly requires reaching, standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing stairs. Lifting and/or moving items that weigh up to 50 pounds may be required. 

Position Type & Expected Hours of Work : Full-Time, with regular evening, weekend and holiday hours.

Required Education and Experience :

• Three to five years of experience in ticketing, patron services, hospitality, venue operations, or arts administration.
• Experience with ticketing and CRM systems such as Ticketmaster, Agile, Fandango, Spektrix, or similar.
• Strong analytical, financial, and organizational skills.
• Outstanding customer service and communication abilities.
• Passion for the performing arts, cinema, and community engagement.

Compensation & Benefits:

• The pay range is $21.00 - $25.00 per hour.
• Benefits Include: Medical, Dental and Vision Insurance, Company Paid Life/AD&D and Long-Term Disability Insurance, 401(k) Retirement Plan with Company Match, Paid Time-Off Package, Employee Assistance Program, Parking Reimbursement Program, Free Movie Admission and Concessions Discount.