Box Office Manager

Mall of America•East Rutherford, NJ

About The Position

The Performing Arts Center at American Dream is a premier 3,000‑seat venue designed to host a dynamic range of live entertainment, from concerts and theatrical performances to comedy, cultural programming, and special events. Purposefully built to deliver an intimate yet high‑energy guest experience, the venue blends modern design with flexible staging and seating configurations to accommodate diverse productions and audiences. As a cornerstone of American Dream’s entertainment offerings, the Performing Arts Center brings world‑class talent and unforgettable experiences to the region, serving as a vibrant destination for artists, fans, and community partners alike. Key Objective(s): We’re hiring a Box Office Manager for a brand-new 3,000-capacity performing arts center at American Dream. This is a hands-on leadership role for a ticketing professional who knows how to build smooth patron experiences, manage day-to-day box office operations, and keep everything running accurately behind the scenes.

Requirements

3+ years of box office, ticketing, or venue operations experience.
Strong Ticketmaster proficiency.
Experience supervising staff in a live entertainment, theater, or performing arts setting.
Excellent communication, organization, and problem-solving skills.
Comfort working evenings, weekends, and holidays in an event-driven environment.
Strong attention to detail and a customer-first mindset.

Nice To Haves

Experience launching a new venue or building box office procedures from the ground up.
Familiarity with performing arts center operations and accessible ticketing practices.
Experience working with promoters, agents, and touring productions.

Responsibilities

Oversee all box office, ticketing, and front-facing sales operations for concerts and live events, ensuring accuracy, efficiency, and compliance with company policies.
Build, maintain, audit, and troubleshoot events in Ticketmaster, including pricing structures, presales, onsales, promotions, and event updates.
Manage all ticket inventory functions including holds, comps, VIP allocations, exchanges, refunds, chargebacks, and patron issue resolution.
Supervise, train, coach, and schedule box office staff, ensuring appropriate coverage for onsales, event days, and peak sales periods.
Develop and enforce box office procedures, customer service standards, and best practices to ensure a consistent and positive guest experience.
Partner cross‑functionally with programming, marketing, finance, operations, and front‑of‑house teams to support event strategy, promotions, and operational readiness.
Serve as the primary box office liaison with artists, promoters, agents, and Ticketmaster representatives.
Oversee cash handling, credit card processing, settlement procedures, reconciliations, and nightly financial reporting with a high level of accuracy and accountability.
Prepare and distribute ticket sales reports, forecasts, and post‑event recaps to internal stakeholders and external partners as needed.
Manage night‑of‑show box office operations, including staff oversight, guest issue escalation, will‑call execution, and coordination with venue operations and security.
Ensure compliance with ticketing laws, accessibility requirements, privacy standards, and internal controls.
Monitor ticket sales trends and identify opportunities to improve efficiency, revenue optimization, and customer satisfaction.
Handle escalated guest concerns with professionalism, discretion, and a solution‑oriented approach.
Maintain a strong on‑site presence during events to ensure smooth execution and exceptional service delivery.