Box Office Manager

Greater Austin Performing Arts Center, Inc. DBA Long Center • Austin, TX

22h • Onsite

About The Position

The Box Office Manager is responsible for overseeing the daily operations of the ticketing department and ensuring a seamless, customer‑focused experience for all patrons. This role supervises, trains, and schedules box office staff, maintains department morale, and upholds organizational policies across all ticketing activities. The manager handles patron inquiries and concerns, processes ticket sales and financial transactions, and ensures accurate reporting and reconciliation.
Working closely with internal teams and external clients/promoters, the Box Office Manager ensures accuracy of event builds, pricing updates & ticketing configurations and manages comp tickets & event holds. They also lead day‑of‑show box office operations, resolving seating or ticketing issues and serving as a primary point of contact for clients. Strong customer service, supervisory experience, and excellent communication and problem‑solving skills are essential for success in this role. Occasional evenings, weekends, and holidays may be required.

Requirements

• 3-5 years of customer service and supervisory experience required, preferably in a box office.
• Strong customer service experience and conflict resolution skills.
• Well-developed communication, organizational, analytical, interpersonal, and problem-solving skills with the ability to make decisions on the fly in a fast-paced environment.
• Cash handling experience and understanding of PCI compliance requirements.
• Associate's degree or some college preferred.

Nice To Haves

• Experience using Tessitura is a plus!

Responsibilities

• Oversee overall day to day operations of ticketing department.
• Manage, hire, train, and schedule box office representatives, including approving timecards
• Actively participate in providing assistance to patrons online, by phone, and in-person
• Field patron questions, complaints, comments, and feedback.
• Ensure the Ticketing department delivers exceptional customer service to all guests and works proactively to resolve any issues that arise
• Process payments, exchanges, and refunds for tickets and merchandise in compliance with Long Center policies
• Communicate and enforce box office policy to staff, patrons and clients/promoters.
• Create a positive & collaborative working environment and maintain staff morale
• Ability to multi-task and handle multiple projects at a time in a fast paced, dynamic environment
• Maintains required daily reconciliation reports and other Box Office reporting as needed.
• Assists the Box Office Coordinator in the creation of events, promo codes, pricing rules, price changes, and discounts in the Tessitura Ticketing System as required, and reviews work prior to going live.
• Manage comp tickets and holds for all ticketed events and coordinates usage with appropriate departments and clients.
• Act as the primary point of contact for rental clients after performance build is approved and event is announced.
• Manage day of show box office support and preparation for venue, client/promoter, and patrons with night of show settlement and reporting as required.
• Handle day of show seating issues in coordination with patrons, clients/promoters, and guest services staff.
• Become an expert on the details of upcoming shows, programs, and events occurring at the Long Center and through our ticketing partners.
• Answer questions concerning pricing, schedules, seating, policies, and provide detailed information concerning ticketed events.
• Keep informed of ticketing trends, best practices, and ADA compliance
• Other duties as assigned.

Benefits

• 9 paid company holidays + 2 floating holidays.
• 4 weeks of accrued PTO annually, increasing to 5 weeks after 4 years of service.
• Options for medical, dental, vision, disability, and critical illness coverage.
• Roth and Traditional 401k with employer match after 6 full months of service.
• Access to world class arts & entertainment, free parking, and the best view in town!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree