Ticket Office Manager

Job Title: Ticket Office Manager

Department: Ticket Office/Marketing

Reports To: Assistant Director of Marketing and Sales

FLSA Status: Exempt, Full-time

Pay Tier: 4

Compensation: $48,000-$50,000, depending on experience. Competitive benefits package including health insurance, dental insurance, voluntary supplemental benefits, 401(k), vacation, sick time, personal time, and paid holidays

Posted: July 6, 2026

Desired Start Date: ASAP

About the Hiring Process: Application will be open until position is filled. Priority consideration for applications turned in by August 1, 2026

Interview Process Includes: Application submission review, phone screen (only if qualified after application review), hiring manager interview, panel interview and reference checks (approximately a 4-6 week process)

Summary:

As a member of the Ticket Office within the Marketing Department, this role ensures an exceptional, welcoming, and inclusive experience for patrons. Key areas of responsibility include ticket office operations, staff management, customer relationship management system administration, and group sale coordination.

Essential Duties and Responsibilities include, but are not limited to, the following:

Patron Service and Experience:

• Ensuring that patrons and community members have an exceptional, welcoming, and inclusive experience when attending or interacting with Trinity Rep
• Managing and ensuring the staffing, training, overall smooth operation, and high customer service level of the Ticket Office staff and Receptionist for: In-bound and out-bound subscription and ticket sales and service, in-bound and out-bound group and school sales and service and general informational calls
• Resolving customer service issues or complaints

Ticketing and Sales Management:

• Assist in managing the subscription renewal process including preparing data for renewal invoices, processing and fulfilling subscription renewals, and the distribution of subscription packets
• Assist in maintaining and updating written policies and procedures for box office operation
• Oversee group sales and student matinee sales to reach target revenue goals by developing prospect lists, outreach and follow-up, ticket processing and fulfillment, reporting, and invoice generation
• Manage inventory (releasing any holds as needed, opening or closing seats based on sight lines, releasing any ticket orders on reservation as needed)
• Contributing ideas relating to increased efficiency of ticket office operations
• Participating in determining new or revised policies and procedures as necessary and long-term goals for ticket office functions
• Managing ticket office expenses, including supply ordering, ensuring appropriate staffing levels

Phone system management:

Update phone automated messages pre and post season, during weather closures, and for holidays.

Reporting and Financial Management:

• Update reports and dashboards for PD and MFA performances
• Process payments for PD and Group sale orders
• Design, run, and distribute regular daily and weekly Brown/Trinity MFA sales reports based on the needs of the staff
• Aid in weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation
• Aid with ticket order research when needed by the Finance and Administration department
• Assist with ticket office budget re:projections

Patron Database Management:

• Serve as a certified admin of the Customer Relationship Management software and provide interdepartmental support as necessary
• Build PD, MFA, and Special Events, pricing levels, and group discounts
• Ensure weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation

Management and Administration:

• Advancing, supporting, and promoting organizational inclusion, diversity, equity, access, and anti-racism goals in staffing, policies, procedures, and practices
• Participate in activities with other Trinity Rep departments as needed

Supervisory Responsibilities:

• Supervise, manage, and lead ticket office staff with one full-time direct report (Ticket Office Supervisor), supported by additional part-time ticket office staff
• Carry out supervisory responsibilities in accordance with organizational policies and applicable laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; employee performance appraisal, management, and development; addressing and resolving problems