Manager, Theatre Box Office

at University of Delaware in Newark, Delaware, United States

Job Description

Manager, Theatre Box Office

Apply now ( Job no: 497041

Work type: Staff

Location: Newark

Categories: Administrative Support, Full Time

Pay Grade:28E

Context of the Job:

Under the general direction of Theatre’s Manager of Public Relations, the Manager, Theatre Box Office is charged with creating and maintaining an exceptional front line experience for on and off campus arts patrons, donors, VIPs, and students purchasing tickets for performances by the Resident Ensemble Players, the School of Music, and the Master Players Concert Series. The Manager, Theatre Box Office is responsible for programing and monitoring the ProVenue Ticketing system (ticketing, website and mobile applications) and maintaining the box office phone system. Primarily responsible for ticket sales for the Resident Ensemble Players/ Department of Theatre, the position also contracts and administers ticket sales for events and performances by the University of Delaware’s School of Music and by the Master Players Concert Series. The Ticketing Services Manager is responsible for the daily reconciliation of ticket sales, audit trails, and financial and technological compliance with University policies and procedures. The Manager, Theatre Box Office also serves the Group Sales Manager for the Resident Ensemble Players by generating and fostering relationships with new and current groups, leading to ticket sales opportunities.

Major Responsibilities:

+ Programs and monitors the computerized ticketing system for the box office in the Roselle Center for the Arts, serving the Department of Theatres Resident Ensemble Players, the School of Music, and the Master Players Concert Series.

+ Creates, maintains, modifies, and manages all performance venues, price structures, performance dates/times, patron biographical and ticketing history information, sales reporting and auditing for both subscription and single tickets.

+ Reviews ticketing contracts, makes pricing recommendations, recommends appropriate venues for performances.

+ Recruits, hires, trains, and supervises ticketing services staff, ensuring that all staff is fully trained in handling customer issues and explaining policy regarding ticket sales.

+ Provides excellent customer service skills, responds promptly to customer inquiries and requests, and trains all box office personnel in customer service standards.

+ Develops and maintains documentation and training material on Ticketing Services policies and procedures. Provides rapid response for critical issues.

+ Works with key clients to set up events, maintain seating manifests, maintain financial records, and manage the preparation, presentation, and settlement of all event box office statements.

+ Advises and assists with the implementation, reporting, and generating of event reports using the ProVenue ticketing system.

+ Reconciles any accounting issues including shortages or overages in cash drawers.

+ Works closely with the Department of Theatre’s financial liaison on executing proper cash handling and cash control procedures.

+ Reviews and maintains the call center phone tree system, on hold content and system efficiency.

+ Manages event and venue builds in the ProVenue ticketing system including all web content and mobile applications.

+ Oversees the daily, weekly, monthly and yearly sales of tickets and entering and submitting data as required in order to identify sales trends and opportunities for revenue growth.

+ Advises on pricing strategy and implementation as requested.

+ Generates and fosters relationships with new and current groups, such as schools, businesses, campus groups leading to ticket sales opportunities, sets group ticket rates and ensures that at the time of booking that an adequate block of seats can be provided.


+ Bachelors degree with three years related experience or equivalent combination of education and/or experience.

+ Knowledge of the ProVenue Ticketing system.

+ Proficiency with Microsoft Office including Word, Excel, Outlook, PowerPoint and other Windows applications.

+ Position requires the ability to accommodate a flexible schedule, including evenings, weekends, and holidays, as well as being able to perform in a fast-paced, dynamic work environment. Ability to work well independently and to manage, train, and motivate others.

+ Experience with cash handling.

+ Experience in scheduling staff members.

+ Excellent verbal and written communication and documentation skills.

+ Ability to successfully handle multiple priorities in sometimes high stress situations.

+ Ability to work with the public and possess conflict resolution skills.

+ Ability to work with multiple organizations and vendors proactively and professionally.

+ Possess good problem solving and strategic thinking skills.

+ Ability to prioritize, identify critical issues and work towards results.

+ Committed to fostering a workplace culture of belonging, where diversity is celebrated and equity is a core value.

Notice of Non-Discrimination, Equal Opportunity and Affirmative Action

The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

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Job Posting: JC195462026

Posted On: Oct 21, 2021

Updated On: Dec 01, 2021