Manager, Ticket Operations

The Manager of Ticket Operations leads all box office functions for the Robsham Theater Arts Center (RTAC), overseeing ticketing services for events at the Robsham Theater Main Stage, Bonn Studio Theater, 300 Hammond Pond Parkway, and other campus and off-campus venues. This position manages approximately 50,000 annual ticket sales, generating $750,000 in revenue while ensuring a seamless patron experience across in-person, online, and mobile platforms. The Manager supervises 10-15 undergraduate staff, maintains ticketing systems, and collaborates with academic departments, administrative offices, and student organizations to implement effective ticketing solutions. The role also supports front-of-house operations, marketing initiatives, and signature divisional events, contributing to a vibrant arts and student life environment.

Key Responsibilities:

Ticketing Operations & Sales: Manage daily box office operations, including window, phone, and online/mobile sales.
Build ticketed events with organizers, maintain ticketing systems, track revenue, and ensure PCI-compliant financial transactions. This role does not oversee athletic ticketing.
Staff Supervision & Customer Service: Recruit, hire, train, schedule, and supervise undergraduate student staff. Provide leadership, coaching, and conflict resolution to ensure excellent customer service.
Technology & Systems Management: Maintain ticketing software, computers, credit card and Eagle Card readers, and printers. Ensure data integrity, troubleshoot technical issues, and manage the ticketing website and mobile interfaces.
Event & Administrative Support: Support front-of-house operations for events, including orientation, Weeks of Welcome, and summer programs. Assist with divisional and departmental signature events and administrative functions. 
Assessment & Reporting: Contribute to program assessment, analyze ticketing data, and provide post-event reporting to campus partners.
Each staff member in the Division of Student Affairs is expected to support division and university-wide initiatives, staff events, and serve on committees as needed.

Full-Time Equivalent Hiring Range: $65,550 to $81,950; salary commensurate with relevant experience.

Requirements

Bachelor’s degree or equivalent experience preferred.
3–5 years of experience in a computerized box office system (VBO Tickets preferred).
Previous box office experience and experience with PeopleSoft and Transact payment gateway preferred.
Demonstrated excellence in customer service, problem-solving, and interpersonal communication.
Ability to work independently, manage multiple priorities, and adapt to evolving technology.
Experience working effectively with diverse populations and fostering inclusive environments.
Fluency in Microsoft Office and Google Suite products.
Demonstration of the ability to learn new technical systems and develop new technical skills, as the software/hardware and online technology are ever evolving.
Attention to detail and ability to thrive in a high-activity environment.