Ticketing Manager

Job Description

Job Description

Job Title: Ticketing Manager  

Department: Ticketing & Box Office

Reports to:  Director, Ticketing Operations

Status: Full-Time, Exempt

Work Location: Fully Onsite | The Smith Center

Summary of Duties and Responsibilities

  The Ticketing Manager is responsible for the setup and launch of ticketed events, ensuring performances, packages, pricing structures, and related configurations are accurately built and prepared for sale across all sales channels. Working closely with ticketing leadership, promoters, touring productions, Marketing, and other internal departments, the Manager coordinates ticketing setup to ensure events are configured in alignment with operational and production requirements. The role has day-to-day ownership of ticketing integrations and connected services that support ticket sales and delivery, ensuring these functions remain operational, accurate, and responsive. The Manager also proactively identifies opportunities to enhance ticketing configurations, system functionality, and operational workflows that support organizational revenue goals and the overall patron purchasing experience.

Essential Duties and Responsibilities

• Manage the setup of performances, ticket products, pricing structures, promotional offers, fee structures, and venue configurations within the ticketing system across all sales channels to ensure events are accurately prepared for sale and support ticket revenue goals.
• Build and support subscription ticket sales by ensuring accurate setup of subscription packages, pricing, and inventory across all sales channels.
• Manage ticketing integrations and connected services that support ecommerce, ticket sales, delivery, access control, and other functions supporting ticket fulfillment and ticket revenue.
• Implement ticket inventory and configuration updates throughout the ticket sales cycle as requested, including adjustments to pricing, zones, seating configurations, and ticket holds.
• Coordinate with Marketing, internal technical teams, and external vendors to support the implementation, testing, maintenance, and ongoing performance of ticketing integrations and connected services.
• Coordinate event ticketing setup with promoters, tours, and internal departments, working closely with the Director, Ticketing Operations; Senior Manager, Ticketing Services; and Box Office Manager to ensure event configurations align with operational and production requirements.
• Provide ticket sales and inventory reports for promoters and touring productions as requested.
• Partner with the Marketing team to support and enhance the online ticket purchasing experience, including coordination of ticket onsales and ticket purchasing functionality across digital sales channels.
• Generate patron and transaction lists to support operational, marketing, and event-related communications as needed.
• Proactively identify and implement improvements to ticketing configuration, integrations, and operational workflows to strengthen ticket sales performance and support organizational revenue goals.
• Support the Director, Ticketing Operations with additional departmental projects, initiatives, and operational needs as assigned.
• Maintain regular, reliable, and punctual attendance.
• Perform other duties as assigned within the scope of the position.

Required Education and Experience

• Bachelor’s degree, or equivalent combination of education and relevant, progressive experience.
• Five or more years of experience in ticketing operations, preferably in the performing arts or entertainment industry.
• Three or more years of experience working with ticketing software platforms in an entertainment environment.
• Experience in providing technical support and troubleshooting ticketing software issues.
• Strong attention to detail and accuracy when working with ticketing data, pricing structures, and event configurations.

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent verbal and written communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. 
• Highly organized and superior attention to detail while coordinating and performing multiple tasks in a fast-paced environment.
• Ability to establish priorities, work independently, and proceed with objectives with minimal supervision.
• Proven ability to work effectively under pressure, meet deadlines, and adapt to changing operational needs.
• Ability to deal with a range of styles and behaviors in a tactful, positive, and professional manner.
• Strong analytical skills with the ability to interpret data and generate actionable insights. 
• Detail-oriented mindset with a focus on accuracy and quality assurance. 
• Excellent critical reasoning and decision-making skills.
• Ability to think proactively and identify solutions to maximize department effectiveness.
• Flexibility to work evenings, weekends, and holidays as needed.
• Must be 21 years of age.
• Must be legally authorized to work in the United States.

Technical Skills

• Advanced computer proficiency and technical aptitude in a high-volume ticketing, sales, or customer service environment, including experience with ticketing systems, database management, reporting tools, and ecommerce-related platforms.
• Proficient in Microsoft Office Suite, including Outlook, Word, and Excel, with strong experience utilizing spreadsheets, reporting tools, data tracking, and operational documentation.
• Advanced experience with Tessitura or a comparable ticketing and CRM platform strongly preferred.
• Experience supporting or working with CRM systems, ticketing platforms, and related integrations preferred.

  Other Skills and Abilities

• Strong team-oriented mindset, with a willingness to support team members and operational needs as required.
• Demonstrates initiative, adaptability, and a willingness to take on new challenges in a dynamic environment.
• Demonstrates a high level of professionalism, reliability, and accountability in all aspects of work.
• Maintains a professional presence and demeanor, representing The Smith Center in a positive manner.
• Desire and ability to accept all levels of challenges.

  Physical Job Requirements

  The physical requirements and demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• This position is primarily office-based and performed indoors, requiring prolonged periods of sitting and working at a computer, with regular standing, walking, bending, and movement throughout the facility in support of Ticketing operations.
• Ability to physically stand, walk, and climb stairs on a consistent basis.
• Ability to occasionally bend, reach, twist, stoop, crouch, kneel, and balance while performing job-related tasks in various work areas.
• Ability to occasionally lift, move, carry, push, and pull 50 pounds or more, with or without assistance.
• Specific vision abilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus while working with computers, mobile devices, and related technology.
• Regularly operates a computer, keyboard, mouse, telephone, printer/scanner, and other standard office equipment and technology.
• Ability to use fine motor skills, including frequent use of hands and fingers for typing, handling equipment, and operating office-related equipment.
• This position could be exposed to loud noises, and frequent phone conversations, and requires average to above average visual acuity and hearing.
• Must be able to effectively communicate and exchange information with internal stakeholders, employees, managers, vendors, and external stakeholders in person, by telephone, and through electronic communication methods.
• Most of this job will be performed indoors in a climate-controlled environment.

Certificates, Licenses, Registrations

Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment.

  The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all the responsibilities, duties, and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

With a career at The Smith Center for the Performing Arts, you really benefit! We offer:

• Creative and collaborative work culture
• Competitive compensation
• Comprehensive health, dental, and vision insurance plans 
• Employee Assistance Program- including counseling, wellness programs, and financial support services.
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options to help you save on eligible medical expenses with pre-tax dollars.
• Generous Paid Time Off Plan
• Paid Holidays and Personal Holiday Time 
• 401(k) retirement savings plan eligibility on your start date with employer match
• Employer-paid disability insurance coverage
• Supplemental benefits are offered such as accident, critical illness, hospital indemnity coverage, pet insurance, and employee-only discounts.
• Safe and paid parking on-site
• Training and career growth opportunities
• Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.
• Discounts on Starbucks products and merchandise 

Limitations and Acknowledgment

The Americans with Disabilities Act requires that reasonable accommodations be made for qualified individuals to help perform the required duties and tasks of the position. Reasonable accommodation is available for qualified individuals with disabilities upon request.

Equal Opportunity Employer Statement

The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer and provides equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, citizenship, genetic information, disability, protected veteran status, age, or any other legally protected characteristic.

This policy applies to all aspects of employment, including recruitment, hiring, transfers, promotions, termination, layoffs, leaves of absence, compensation, benefits, training opportunities, internships, and all other terms and conditions of employment.