Assistant Manager, Event Management and Ticketing

Assistant Manager, Event Management and Ticketing

Be You. At Duke, we celebrate individuality and the unique perspectives that each member of our community brings. As the Assistant Manager, Event Management and Ticketing, you will play a critical role in creating exceptional experiences for students, faculty, staff, patrons, and community members attending performances, cultural events, and special programs across campus. You will join a collaborative team dedicated to delivering outstanding customer service, supporting vibrant arts and cultural programming, and ensuring seamless ticketing and event operations.

Your expertise in event management, technology, customer engagement, and team leadership will help connect people to meaningful experiences that enrich the Duke community.

Be Bold. The Assistant Manager, Event Management and Ticketing serves as a key operational leader for the Duke University Box Office. This role combines ticketing system administration, event setup and management, customer service excellence, student employee supervision, training development, and operational process improvement to support a wide variety of performances and events across campus.

What You'll Do

Lead Box Office Operations and Customer Experience (25%)

As an operational leader, you will manage and support daily Box Office activities to ensure efficient, accurate, and customer-focused service delivery. You will:

• Oversee ticket sales operations including in-person, telephone, mail, and online transactions.
• Manage customer service interactions and resolve ticketing and event-related inquiries.
• Collaborate with event staff and campus partners to coordinate ticketing logistics and front-of-house readiness.
• Monitor payment handling procedures and daily operational workflows.
• Support staffing needs and operational coverage during business hours and events.
• Serve as a resource for patrons by providing accurate information and assisting with ticket purchases and resolving ticket-related issues.

Manage Ticketing Systems and Event Configuration (25%)

As a ticketing operations specialist, you will build, maintain, and optimize event configurations and ticketing technology platforms. You will:

• Configure and maintain ticketed events, including reserved seating and general admission events and manage system user permissions and security settings.
• Design and implement ticketing setups, promotions, pricing structures, and access configurations while maintaining ticketing websites and event pages using established branding and operational standards.
• Create, review, and proof ticket designs and event information.
• Generate and support ticket sales reports, attendance tracking, audits, and revenue reconciliation activities.
• Assist with system enhancements and operational improvements that support efficiency and user experience.

Supervise and Develop Student Employees (20%)

As a people leader, you will recruit, train, schedule, and mentor student employees who support Box Office operations. You will:

• Lead student employee hiring, onboarding, scheduling, and performance support.
• Ensure compliance with PCI-DSS credit card security requirements and ADA accessibility standards by maintaining student training records and documentation.
• Communicate operational updates, policy changes, and event-specific requirements to student staff.
• Develop Training Resources and Client Support Programs (15%)
• As a trainer and resource partner, you will support campus clients and stakeholders utilizing Box Office services. You will:
• Create and maintain training materials, guides, and documentation.
• Train departmental stakeholders on ticketing software, web-based tools, and operational processes.
• Consult with constituent organizations regarding ticketing setup, event management, and website maintenance.
• Ensure training resources remain accurate, accessible, and aligned with operational best practices.
• Drive Operational Excellence and Compliance (10%)
• As a process improvement partner, you will help maintain effective, compliant, and efficient business operations. You will:
• Implement and support process improvements that enhance operational efficiency and service quality.
• Maintain accurate operational records, manuals, procedures, and documentation.
• Interpret and apply institutional policies, directives, and regulatory requirements.
• Communicate operational changes and procedural updates to appropriate stakeholders.
• Support compliance with university financial controls and data security standards.
• Support…