Manager, Box Office

The Smith Center•Las Vegas, NV

8h•Onsite

About The Position

The Manager, Box Office reports to the Director, Ticketing Operations, and is responsible for the execution of on-site ticketing operations, including advance order fulfillment and performance-day activity. This role oversees comp and special ticketing coordination, seat pass distribution, and real-time patron issue resolution, ensuring a high standard of service delivery. Serving as the primary ticketing lead during performances, this position works closely with Ticketing Services, Event Creation, Guest Experience, Artist Services, and resident companies to ensure seamless coordination, accurate execution, and a consistent patron experience. This is a hands-on, event-driven role requiring strong real-time decision-making, sound judgment, and the ability to effectively guide dynamic operations while maintaining clear, consistent communication with ticketing leadership and cross-functional teams.

Requirements

Bachelor’s degree, or equivalent combination of education and relevant, progressive experience.
3–5+ years of experience in box office, ticketing operations, or a similar ticketing environment within performing arts, entertainment, or live events.
Experience working in a fast-paced, live event or performance-based environment.
Experience leading or directing staff in a live event or customer-facing environment, including at least 1-2 years of supervisory responsibility or team leadership.
Experience working with ticketing or CRM systems; familiarity with Tessitura or similar platforms preferred.
Experience handling financial transactions and reconciliation processes in a high-volume environment.
Excellent verbal and written communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
Highly organized and superior attention to detail while coordinating and performing multiple tasks in a fast-paced environment.
Ability to establish priorities, work independently, and proceed with objectives with minimal supervision.
Ability to work effectively under pressure and meet deadlines.
Ability to deal with a range of styles and behaviors in a tactful, positive, and professional manner.
Working knowledge of ticketing operations, basic financial reconciliation, and the ability to exercise sound business judgment.
Strong analytical skills with the ability to interpret data and generate actionable insights.
Excellent critical reasoning and decision-making skills.
Ability to think proactively and identify solutions to maximize department effectiveness.
This position requires the ability to work varied shifts and extended hours, including evenings, weekends, and holidays, to meet operational needs.
Must be legally authorized to work in the United States.
Proficient in Microsoft Office Suite, including Outlook, Word, and Excel, with experience using spreadsheets, tracking tools, and reporting.
Proficiency in ticketing and CRM systems; experience with Tessitura or similar platforms preferred, including order management, seat inventory, and patron account navigation.
Ability to quickly learn and adapt to new systems and technology platforms.

Nice To Haves

Desire to work as a team player and assist when and where needed.
Strong interpersonal and relationship-building skills, with the ability to work effectively with individuals across varying roles, styles, and backgrounds.
Demonstrates a high level of professionalism, reliability, and accountability in all aspects of work.
Maintains a professional presence and demeanor, representing The Smith Center in a positive manner.
Strong team-oriented mindset, with a willingness to support team members and operational needs as required.
Demonstrates initiative, adaptability, and a willingness to take on new challenges in a dynamic environment.
Desire and ability to accept all levels of challenges.

Responsibilities

Manage ticket order fulfillment in advance of performances, ensuring accuracy and timely processing.
Coordinate comp ticketing, special requests, and partner orders.
Lead box office operations during performances, including seat pass distribution and window activity.
Serve as the primary point of contact for box office operations during performances.
Resolve seating issues and patron concerns in real time, including relocations and accessibility needs.
Serve as the primary escalation point for ticket scanning and access control issues reported by Guest Experience, troubleshooting common issues using established procedures and escalating as needed.
Support inventory adjustments, including holds and releases, as directed.
Address operational issues impacting live activity and escalate appropriately, as needed.
Participate in order review processes to identify potential resellers or high-risk purchasing activity.
Document and communicate trends or concerns to ticketing leadership, including recommendations to strengthen reseller mitigation efforts.
Make timely, informed decisions in a fast-paced, live event environment.
Apply established policies and procedures consistently.
Communicate exceptions, issues, and key decisions to ticketing leadership.
Provide consistent post-performance summaries of operational activity.
Maintain clear and effective communication across internal teams.
Lead supervisors and representatives during performances and high-volume periods.
Provide coaching and support to ensure consistent service delivery.
Conduct and facilitate training for box office staff, including onboarding, systems training, and operational procedures.
Contribute to the ongoing refinement of training materials and approaches based on operational experience and staff performance.
Reinforce training, procedures, and service standards.
Ensure a professional, guest-ready environment, including adherence to dress code expectations.
Support the ongoing development of supervisors to effectively manage box office operations during events.
Coordinate with Artist Services, production teams, and resident companies on ticketing needs.
Prepare box office statements for Broadway engagements.
Generate and distribute event sales reports, including sales summaries, drop counts, and comp lists, as requested for settlement and reporting purposes.
Perform daily financial processes, including batch closing, posting, and reconciliation.
Ensure accurate processing and recording of transactions, including ticket revenue and applicable donations.
Collaborate with Ticketing Services on staffing needs for performances.
Support the Director, Ticketing Operations with additional projects, initiatives, and operational needs as assigned.
Maintain a flexible schedule aligned with event activity, including evenings, weekends, and holidays as required to meet operational needs.
Perform other duties as assigned within the scope of the position.

Benefits

Creative and collaborative work culture
Competitive compensation
Comprehensive health, dental, and vision insurance plans
Employee Assistance Program- including counseling, wellness programs, and financial support services.
Flexible Spending Account (FSA) & Health Savings Account (HSA) options to help you save on eligible medical expenses with pre-tax dollars.
Generous Paid Time Off Plan
Paid Holidays and Personal Holiday Time
401(k) retirement savings plan eligibility on your start date with employer match
Employer-paid disability insurance coverage
Supplemental benefits are offered, such as accident, critical illness, hospital indemnity coverage, pet insurance, and employee-only discounts.
Safe and paid parking on-site
Training and career growth opportunities
Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.
Discounts on Starbucks products and merchandise