Manager, Box Office

Job Title: Manager, Box Office

Department: Ticketing & Box Office

Reports to: Director, Ticketing Operations

Status: Exempt, Full-Time

Work Location: Fully Onsite | The Smith Center

Summary of Duties and Responsibilities

The Manager, Box Office reports to the Director, Ticketing Operations, and is responsible for the execution of on-site ticketing operations, including advance order fulfillment and performance-day activity. This role oversees comp and special ticketing coordination, seat pass distribution, and real-time patron issue resolution, ensuring a high standard of service delivery.

Serving as the primary ticketing lead during performances, this position works closely with Ticketing Services, Event Creation, Guest Experience, Artist Services, and resident companies to ensure seamless coordination, accurate execution, and a consistent patron experience. This is a hands-on, event-driven role requiring strong real-time decision-making, sound judgment, and the ability to effectively guide dynamic operations while maintaining clear, consistent communication with ticketing leadership and cross-functional teams.

Essential Duties and Responsibilities

Operations & Event Execution

• Manage ticket order fulfillment in advance of performances, ensuring accuracy and timely processing.
• Coordinate comp ticketing, special requests, and partner orders.
• Lead box office operations during performances, including seat pass distribution and window activity.
• Serve as the primary point of contact for box office operations during performances.
• Resolve seating issues and patron concerns in real time, including relocations and accessibility needs.
• Serve as the primary escalation point for ticket scanning and access control issues reported by Guest Experience, troubleshooting common issues using established procedures and escalating as needed.
• Support inventory adjustments, including holds and releases, as directed.
• Address operational issues impacting live activity and escalate appropriately, as needed.
• Participate in order review processes to identify potential resellers or high-risk purchasing activity.
• Document and communicate trends or concerns to ticketing leadership, including recommendations to strengthen reseller mitigation efforts.

Decision Making & Communication

• Make timely, informed decisions in a fast-paced, live event environment.
• Apply established policies and procedures consistently.
• Communicate exceptions, issues, and key decisions to ticketing leadership.
• Provide consistent post-performance summaries of operational activity.
• Maintain clear and effective communication across internal teams.

Staff Leadership & Service Standards

• Lead supervisors and representatives during performances and high-volume periods.
• Provide coaching and support to ensure consistent service delivery.
• Conduct and facilitate training for box office staff, including onboarding, systems training, and operational procedures.
• Contribute to the ongoing refinement of training materials and approaches based on operational experience and staff performance.
• Reinforce training, procedures, and service standards.
• Ensure a professional, guest-ready environment, including adherence to dress code expectations.
• Support the ongoing development of supervisors to effectively manage box office operations during events.

Coordination & Administration

• Coordinate with Artist Services, production teams, and resident companies on ticketing needs.
• Prepare box office statements for Broadway engagements.
• Generate and distribute event sales reports, including sales summaries, drop counts, and comp lists, as requested for settlement and reporting purposes.
• Perform daily financial processes, including batch closing, posting, and reconciliation.
• Ensure accurate processing and recording of transactions, including ticket revenue and applicable donations.
• Collaborate with Ticketing Services on staffing needs for performances.
• Support the Director, Ticketing Operations with additional projects, initiatives, and operational needs as assigned.
• Maintain a flexible schedule aligned with event activity, including evenings, weekends, and holidays as required to meet operational needs.
• 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.
• 3-5+ years of experience in box office, ticketing operations, or a similar ticketing environment within performing arts, entertainment, or live events.
• Experience working in a fast-paced, live event or performance-based environment.
• Experience leading or directing staff in a live event or customer-facing environment, including at least 1-2 years of supervisory responsibility or team leadership.
• Experience working with ticketing or CRM systems; familiarity with Tessitura or similar platforms preferred.
• Experience handling financial transactions and reconciliation processes in a high-volume environment.

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are general guidelines based on the minimum experience, knowledge, skill, and or ability required. Individual abilities may result in some deviation from these guidelines. To perform effectively in this position, the incumbent must have:

• 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.
• Ability to work effectively under pressure and meet deadlines.
• Ability to deal with a range of styles and behaviors in a tactful, positive, and professional manner.
• Working knowledge of ticketing operations, basic financial reconciliation, and the ability to exercise sound business judgment.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent critical reasoning and decision-making skills.
• Ability to think proactively and identify solutions to maximize department effectiveness.
• This position requires the ability to work varied shifts and extended hours, including evenings, weekends, and holidays, to meet operational needs.
• Must be legally authorized to work in the United States.

Other Skills and Abilities

• Desire to work as a team player and assist when and where needed.
• Strong interpersonal and relationship-building skills, with the ability to work effectively with individuals across varying roles, styles, and backgrounds.
• 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.
• 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.

• Desire and ability to accept all levels of challenges.

Computer Skills

• Proficient in Microsoft Office Suite, including Outlook, Word, and Excel, with experience using spreadsheets, tracking tools, and reporting.
• Proficiency in ticketing and CRM systems; experience with Tessitura or similar platforms preferred, including order management, seat inventory, and patron account navigation.
• Ability to quickly learn and adapt to new systems and technology platforms.

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 the essential functions of this position.

• This position will require sitting for long periods, standing, bending, and walking.
• Ability to frequently move about the facility, including navigating event spaces, back of house areas, and outdoor environments as needed during event operations.
• Ability to physically stand, walk, and climb stairs on a consistent basis.
• Ability to regularly lift, move, carry, push, and pull 50 pounds or more, with or without assistance.
• Ability to occasionally reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined or crowded spaces.
• Ability to bend at the waist and lift items overhead.
• Ability to communicate effectively in person, over the phone, and via two-way radio for extended periods of time during event operations.
• Specific vision abilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus.
• Ability to use fine motor skills, including frequent use of hands and fingers for typing, handling equipment, and operating office and event-related tools.
• Ability to operate standard office equipment, including computers, tablets, and mobile devices.
• This position could be exposed to loud noises, and frequent phone conversations, and requires average to above average visual acuity and hearing.
• Most of this job will be performed indoors in a climate-controlled environment.

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

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.

Limitations and Acknowledgments

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.

The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer that complies with the laws and regulations set forth under EEOC.