Box Office Lead

Reports To: Tessitura Manager / Director of Ticketing Operations

FLSA Status: Non-Exempt

Employment Status: Full-Time

At Forest Theater
, we’re not simply restoring a historic landmark. We’re helping shape the future of South Dallas. As a key initiative of Forest Forward
, the reimagined Forest Theater will serve as a hub for arts, education, culture, and economic opportunity. Every role on our team contributes to a larger mission: creating pathways for individuals, families, and communities to thrive.

As the Box Office Lead
, you will help create exceptional guest experiences while supporting a venue that celebrates culture, creativity, and community connection. This position plays an important role in ensuring that every ticket purchase, guest interaction, and event experience reflects Forest Theater’s commitment to hospitality, accessibility, and service excellence.

The Box Office Lead supports the day-to-day operations of the ticketing department and helps ensure a seamless, customer-centered experience for guests, community members, partners, and patrons. This role provides leadership and guidance to box office team members during daily operations and event activity while helping maintain accurate, efficient, and accessible ticketing services.

Working closely with the Tessitura Manager, Guest Services team, event staff, and external partners, the Box Office Lead supports ticketing operations, ADA accommodations, event setup and maintenance, patron communications, fraud prevention efforts, and day-of-show support. The Box Office Lead also serves as Manager on Duty when assigned and helps address ticketing, seating, and guest concerns with professionalism and care.

This role is ideal for a service-oriented leader who is passionate about creating welcoming experiences and supporting Forest Theater’s mission of preserving culture, expanding opportunity, and strengthening community.

Deliver Exceptional Guest Experiences

• Provide outstanding customer service to guests, community members, artists, clients, and stakeholders.
• Process ticket sales, exchanges, refunds, and payments in accordance with Forest Theater policies and procedures.
• Respond to patron inquiries regarding events, seating, ticketing policies, pricing, accessibility services, and venue information.
• Proactively resolve guest concerns while maintaining a positive and welcoming environment.
• Serve as a knowledgeable resource regarding upcoming performances, community programs, and special events.

Support Ticketing Operations

• Assist with event setup, maintenance, and troubleshooting within the Tessitura ticketing platform.
• Coordinate and fulfill ticket requests for staff, clients, partners, artists, and other authorized stakeholders.
• Ensure accurate transaction processing, reporting, and recordkeeping.
• Support ADA accommodation requests and ensure accessibility needs are addressed in a timely and respectful manner.
• Monitor ticketing activity and assist with fraud prevention, chargeback documentation, and reseller investigations.

Provide Team Leadership and Operational Support

• Assist with training, onboarding, coaching, and mentoring Box Office staff.
• Serve as Manager on Duty (MOD) during assigned shifts and in the absence of Box Office leadership.
• Help ensure compliance with operational procedures, ticketing standards, financial controls, and customer service expectations.
• Foster a collaborative, inclusive, and solutions-oriented work environment.
• Partner with Guest Services, Production, Programming, and Event Operations teams to ensure successful event execution.

Contribute to Our Mission and Culture

• Serve as an ambassador for Forest Theater and Forest Forward…