Ticket Office Manager

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JOB PURPOSE:

The Ticket Office Manager is responsible for leading the day-to-day operations of the Ticket Office across K-Wings, Wings Event Center, and Ice Events, while supporting the Ticketing and Guest Experience Manager in shaping the future of ticketing operations and guest services.

This role directly supervises Ticket Office and ticket-taking staff, ensuring operational excellence, financial accuracy, and a high standard of guest service. The Ticket Office Manager plays a critical role in addressing current workload demands by providing leadership coverage across events, stabilizing staffing structures, and improving retention through consistent training and support.

Reporting to the Ticketing and Guest Experience Manager, the Ticket Office Manager will help define how ticketing functions across multiple venues and entry points. As the organization transitions into the new Kalamazoo Event Center, this position will be instrumental in developing and implementing ticketing systems, staffing models, and service strategies.

WHAT YOU'LL BE DOING:

Leadership & Operational Oversight

• Manage daily Ticket Office operations across all venues and events
• Serve as the primary on-site leader for ticketing operations
• Provide consistent management coverage across a high-volume schedule
• Partner with the Ticketing & Guest Experience Manager on departmental strategy and execution
• Build a strong, service-focused team culture

Staffing, Training & Team Development

• Lead hiring, onboarding, and retention strategies
• Develop and manage staff schedules
• Oversee training programs and materials
• Conduct performance evaluations and provide coaching
• Maintain strong communication and staff engagement

Event & Ticketing Operations

• Oversee execution of ticketing operations for events of varying scale
• Build and manage events within Etix (or similar ticketing system)
• Ensure accuracy in pricing, inventory, and reporting
• Troubleshoot ticketing issues before and during events
• Manage some events independently and support larger events

Ticket-Taking & Guest Entry Operations

• Assist with ticket-taking teams and entry operations for WEC and KEC
• Assist in developing procedures for ticket scanning and gate management
• Coordinate with Guest Services and Ushers
• Support enhanced guest experience initiatives at entry points

Financial Management & Reporting

• Oversee daily reporting, reconciliation, and deposits
• Ensure proper cash handling and financial accuracy
• Assist with event settlements

Customer Service & Guest Experience

• Serve as primary contact for ticketing inquiries
• Resolve escalated service issues
• Support a proactive, guest-focused service model

Policies, Procedures & Continuous Improvement

• Develop and maintain SOPs
• Update manuals and documentation
• Identify and implement process improvements

New Facility Planning & Implementation

• Assist the Ticketing & Guest Experience Manager in planning for the new event center
• Help design workflows, staffing models, and guest entry processes
• Support transition and operational readiness
• Assist in implementing new systems and technologies

WHAT YOU NEED FOR THIS POSITION:

• Proven management or supervisory experience in ticketing or box office operations
• Experience with ticketing systems such as Etix, Ticketmaster, or similar
• Strong customer service and problem-solving skills
• Experience leading staff, scheduling, and training
• High attention to detail and organizational ability
• Strong communication and interpersonal skills
• Ability to contribute to operational planning and growth
• Bachelor's Degree in Business, Sports Administration, or related field preferred

PHYSICAL & SCHEDULING REQUIREMENTS:

• Ability to work nights, weekends, and holidays
• Ability to stand for extended periods (10+ hours)
• Ability to lift up to 40 pounds
• Ability to bend, stoop, and perform repetitive tasks