Ticket Operations & Patron Services Manager

Berklee College of Music•Boston, MA

11d•$50,000 - $66,000•Hybrid

About The Position

Berklee is looking for a vibrant, student-centered Ticket Operations & Patron Services Manager to support a thriving ecosystem of live performances across iconic venues, including the Red Room at Cafe 939, David Friend Recital Hall, Berklee Performance Center, and Boston Conservatory Theater. Aligned with Berklee’s mission to educate, train, and develop students to sustain music and performing arts careers, this role is deeply mission-driven. It blends operational oversight with a strong commitment to creative innovation, equity, and exceptional service. At Berklee, employees enjoy an inclusive, collaborative culture, a sustainable work-life balance through comprehensive benefits designed to support total well-being.

Requirements

Bachelor’s degree (or equivalent experience) plus 3+ years of relevant industry experience.
Demonstrated people management abilities, strong supervisory skills, and direct experience with ticketing software (Etix preferred) and venue operations.
Working knowledge of ADA regulations and adaptive technologies.
Detail-oriented self-starter with exceptional conflict-resolution skills, a calm demeanor under pressure, and a collaborative spirit.
Willingness to complete on-the-job training in CPR/First Aid, Crowd Management, and Active Shooter procedures.
Ability to work a hybrid schedule including frequent nights, weekends, and event-based coverage.

Nice To Haves

Etix ticketing software preferred

Responsibilities

Deliver and model proactive, empathetic guest relations.
Oversee accessibility requests, ADA compliance, assistive listening devices, and personalized accommodations.
Interview, hire, train, schedule, and inspire a team of up to 15 student Box Office Clerks.
Assist with daily box office sales, ticket inventory management, policy enforcement, and software administration (Etix) for on-sales, presales, dynamic pricing, and VIP packages.
Serve as Manager on Duty for live performances, overseeing guest entry, resolving customer inquiries, ensuring venue safety, and managing emergency protocols.
Execute night-of settlements via Etix and Workday, conduct monthly reconciliations, process internal purchases, and maintain accurate records for accounting and forecasting.
Partner with Marketing, Institutional Advancement, the Office of the President, and external promoters to ensure seamless event execution and clear patron communications.