Box Office Manager

Box Office Manager

The Flynn is Vermont's leading performing arts organization and a statewide platform for creativity, connection, and civic engagement. Through performances, festivals, education programs, and public-space initiatives, the Flynn serves more than 165,000 people annually and plays a central role in Vermont's creative ecosystem. The organization is guided by a bold 2025–2030 Strategic Plan focused on access, innovation, partnership, and national visibility.

The Box Office Manager plays a key role in shaping how our community experiences the Flynn. This position leads all ticketing operations while fostering a welcoming, inclusive, and service-oriented environment for patrons and staff alike.

Balancing strategic thinking with day-to-day operations, the Box Office Manager oversees ticketing setup, financial reporting, and data integrity. This role requires the ability to think strategically while leading and managing Box Office staff through clear communication, effective leadership, and a shared commitment to exceptional service. The Box Office Manager also supports and develops a team dedicated to making the arts accessible, engaging, and memorable for all.

Character Duties & Responsibilities:

• Lead with a strong commitment to hospitality, ensuring the Box Office reflects the Flynn's values of inclusion, creativity, and community connection.
• Model a positive, engaging, and respectful communication style with patrons and
• Administer Tessitura ticketing
• Work closely with Programming and Rentals to build events in Tessitura, including pricing, packages, and discounts as requested.
• Partner with the Education Department to support Student Matinee
• Exercise sound judgment and communicate proactively with CEIO, CGIO, the Director of Marketing & Sales, and Rentals Manager on emerging needs or challenges when
• Work a flexible schedule, including evenings and weekends. When planning personal work schedule, balance administrative tasks with the need to be present during critical public services hours, e.g. popular member on-sales, sold out community shows, etc.

Working with Box Office Supervisors:

• Lead all aspects of ticketing operations including subscription, single ticket and group sales, complimentary tickets, gift certificates, etc.
• Ensure timely, thoughtful, and solution-oriented responses to patron inquiries and
• Gather feedback about challenges and solutions in customer
• Maintain ticketing concierge service for J.J. Flynn members.
• Select, train, and support Box Office Agents and supervisors on appropriate procedures, software, credit card processing, handling difficult situations with customers, etc.
• Create and manage staff schedules that align with operational needs and public service
• Reconcile daily sales and collaborate with Finance to ensure accuracy and accountability across all transactions. Provide reporting and audits as needed for internal teams and external partners.
• Stay informed of and share current sales, promotions, and policies regarding payment and exchanges
• Collaborate with Front of House team to deliver a cohesive, welcoming, and high-quality experience for every guest.
• Ensure adherence to the Collective Bargaining Agreement (CBA) and contribute perspective as needed during negotiations.

Supervision Exercised:

Direct supervision of Assistant Box Office Manager, Box Office Supervisors, and all Box Office Agents

Supervision Received:

Reports to the Chief Experience and Infrastructure Officer

Qualifications:

• Proficiency with Microsoft Office; experience with Tessitura or similar CRM systems strongly preferred. Strong interpersonal and communication skills, with a genuine commitment to customer service and community engagement. Ability to establish priorities, work independently, and proceed with objectives without supervision.
• Flexibility to work a variable schedule, including evenings and weekends. Strong problem-solving skills and the ability to remain calm and effective in a fast-paced environment. High level of discretion and professionalism when handling confidential
• Experience in customer service, hospitality, or a related
• Experience managing and reconciling financial

This outline illustrates the type of work that characterizes the Job Classification. It is not an all-encompassing statement of the specific duties and responsibilities of, and qualifications for, the individual positions assigned to the Classification.