Box Office Manager

Flynn Center for the Performing Arts•Burlington, VT

86d•Onsite

About The Position

The Box Office Manager plays a key role in shaping how our community experiences the Flynn. This position leads all ticketing operations while fostering a welcoming, inclusive, and service-oriented environment for patrons and staff alike. Balancing strategic thinking with day-to-day operations, the Box Office Manager oversees ticketing setup, financial reporting, and data integrity. This role requires the ability to think strategically while leading and managing Box Office staff through clear communication, effective leadership, and a shared commitment to exceptional service. The Box Office Manager also supports and develops a team dedicated to making the arts accessible, engaging, and memorable for all.

Requirements

Proficiency with Microsoft Office.
Experience with Tessitura or similar CRM systems strongly preferred.
Strong interpersonal and communication skills, with a genuine commitment to customer service and community engagement.
Ability to establish priorities, work independently, and proceed with objectives without supervision.
Flexibility to work a variable schedule, including evenings and weekends.
Strong problem-solving skills and the ability to remain calm and effective in a fast-paced environment.
High level of discretion and professionalism when handling confidential information.
Experience in customer service, hospitality, or a related field.
Experience managing and reconciling financial transactions.

Nice To Haves

Experience with Tessitura or similar CRM systems

Responsibilities

Lead with a strong commitment to hospitality, ensuring the Box Office reflects the Flynn’s values of inclusion, creativity, and community connection.
Model a positive, engaging, and respectful communication style with patrons and staff.
Administer Tessitura ticketing.
Work closely with Programming and Rentals to build events in Tessitura, including pricing, packages, and discounts as requested.
Partner with the Education Department to support Student Matinee.
Exercise sound judgment and communicate proactively with CEIO, CGIO, the Director of Marketing & Sales, and Rentals Manager on emerging needs or challenges.
Work a flexible schedule, including evenings and weekends. Balance administrative tasks with the need to be present during critical public services hours, e.g. popular member on sales, sold out community shows, etc.
Lead all aspects of ticketing operations including subscription, single ticket and group sales, complimentary tickets, gift certificates, etc.
Ensure timely, thoughtful, and solution-oriented responses to patron inquiries and issues.
Gather feedback about challenges and solutions in customer service.
Maintain ticketing concierge service for J. Flynn members.
Select, train, and support Box Office Agents and supervisors on appropriate procedures, software, credit card processing, handling difficult situations with customers, etc.
Create and manage staff schedules that align with operational needs and public service hours.
Reconcile daily sales and collaborate with Finance to ensure accuracy and accountability across all transactions. Provide reporting and audits as needed for internal teams and external partners.
Stay informed of and share current sales, promotions, and policies regarding payment and exchanges.
Collaborate with Front of House team to deliver a cohesive, welcoming, and high-quality experience for every guest.
Ensure adherence to the Collective Bargaining Agreement (CBA) and contribute perspective as needed during negotiations.