Box Office Manager

Employment Type : Full-Time
FLSA Status : Exempt

Salary : $55,000 - $65,000 annually,Commensurate with Experience
Department: Ticketing & Box Office Operations
Reports To: Director of Ticketing and VP of Finance
Direct Reports : Box Office Sellers, Premium Sales Representatives, Asst. Box Office Manager

Position Summary

Wind Creek Event Center is seeking an experienced Box Office Manager, Ticketing & Box Office Operations to support the daily operation of its Ticketing Department. Reporting to the Director of Ticketing and VP of Finance, this leadership role oversees and participates in Box Office operations, supervises while being an integral part of the Box Office sales team, drives ticket revenue, maintains financial accountability, and delivers exceptional guest service while supporting more than 125 concerts, comedy performances, sporting events, and special events annually.

Recognized by Pollstar in 2025 as the #2 Top-Grossing Club Venue Worldwide , Wind Creek Event Center is one of North America's premier entertainment venues. Located within Wind Creek Bethlehem Casino & Resort, the Event Center features a 2,000-seat theater and 3,500-capacity general admission club configuration, presenting an exceptional and diverse lineup of entertainment. Recent and upcoming performances include Kane Brown, Rascal Flatts, Diana Ross, Steve Martin & Martin Short, Sebastian Maniscalco, Gabriel Iglesias, Ali Wong, Killswitch Engage, Machine Head, Chevelle, and The Basement Yard Experience, showcasing the venue's unique ability to attract world-class concerts, comedy, rock, podcasts, legacy artists, and live entertainment experiences in an intimate setting.

The ideal candidate is a collaborative operational leader with a passion for live entertainment, strong financial discipline, and a proven ability to develop high-performing, customer-focused sales teams.

Key Areas of Responsibility

Leadership & Team Development

• Supervise, schedule, train, coach, and evaluate Box Office Sellers and Premium Sales Representatives.
• Recruit, onboard, mentor, and develop staff while fostering a culture of accountability, teamwork, sales excellence, and exceptional guest service.
• Establish performance expectations and coach staff on consultative selling, premium seating, suite sales, group sales, gift card sales, and customer engagement.
• Conduct performance evaluations and provide ongoing coaching and professional development.
• Serve as acting department leader in the absence of the Director of Ticketing.

Ticketing & Sales Operations

• Support management and execution of the daily Box Office sales & operations.
• Support the Director of Ticketing in building, configuring, testing, and maintaining events within Ticketmaster.
• Review event builds for accuracy, including seating manifests, pricing, holds, fees, offers, and ticket configurations prior to public onsale. (Ex. EVAL Review)
• Maintain announcements, presales, public onsales, ticket limits, offers, and VIP information within the Momentus (event management system) in coordination with the Marketing Department.
• Ensure ticketing information remains current across Ticketmaster, Momentus, and other internal systems throughout the event lifecycle.
• Drive revenue through ticket sales, premium seating, suite sales, group sales, and Wind Creek Event Center gift card sales.
• Monitor sales performance, inventory, and pacing reports while identifying opportunities to maximize attendance and revenue.
• Coordinate ticketing activities, event deadlines, sightlines and seat kills, with Programming, Marketing, Production, Operations, Finance, Casino Leadership, and outside promoters if applicable.
• Achieve individual sales goals set by managment.
• Perform other duties and special projects as assigned.

Financial & Administrative Responsibilities

• Oversee daily cash reconciliation, deposits, ticket audits, and event settlement preparation.
• Ensure compliance with cash handling procedures and internal financial controls.
• Assist with financial reporting, settlements, and revenue reconciliation.
• Maintain accurate ticketing records and departmental documentation.

Guest Experience

• Deliver exceptional guest service by resolving escalated customer concerns promptly and professionally.
• Identify opportunities to improve operational efficiency, sales performance, and the overall guest experience.

Qualifications

Required

• Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum of 4 years of progressive experience in ticketing and box office operations.
• Experience with Ticketmaster Host, TM Sales or a comparable ticketing platform.
• Strong leadership, financial, organizational, analytical, and communication skills.
• Proficiency with Microsoft Office Suite.
• Demonstrated ability to lead teams in a fast-paced, customer-focused environment and interact with executive leadership.
• Ability to successfully complete all required pre-employment screenings including background and credit check.
• Must be willing to relocate to the Lehigh Valley area.

Preferred

• Experience in a self-promoted concert venue, casino entertainment venue, arena, theater, or performing arts center with high volume.
• Experience with premium seating, suite sales, group sales, gift card programs, event settlements, and ticketing analytics
• Previous supervisory or management experience is a plus.

Working Conditions & Physical Requirements

This is a full-time exempt management position operating in a fast-paced live entertainment environment. Regular daytime business hours are expected for planning, administration, event preparation, sales initiatives, and staff leadership and daily box office sales. The position also requires flexibility to work evenings, weekends, holidays, and event days based on the performance calendar.