Manager, Box Office & Sales

Job Summary/Purpose

Reporting directly to the Senior Manager, Patron Services, the Manager, Box Office and Sales serves as the day-to-day operational lead for ticketing and sales at The Sharon and The Sig Pro Studio. This role is responsible for building and maintaining public events in the ticketing system, coordinating box office operations, and supporting the successful execution of performances and events. The position provides leadership, training, and direction to box office staff while ensuring efficient, welcoming, and consistent experience for patrons, artists, donors, and community partners.

Duties and responsibilities for this position include the following;
While this is intended to be an accurate reflection of the current job, Management reserves the right to revise the job or to require that other or different functions to be performed when circumstances change or exigencies require (this includes but is not limited to emergencies, changes in personnel, workload, rush jobs or technology developments)

• Assist the Sr. Manager of Patron Services in building and maintaining events, seat maps, promo codes, discounts, patron groups, and the like for sale to the public.
• Provide excellent service and observe live and/or playback recorded calls and window interactions had by other agents. Coach opportunities for development integration, hospitality/service, and cross- and upselling patrons on other experiences they may enjoy.
• Reinforce and coach agents in Sig Pro’s development strategy and integrate prompts to become a donor into all sales interactions, supporting a seamless end-to-end buyer to donor experience.
• Become and remain generally knowledgeable about Sig Pro’s venues, seating layouts and options, mission and values, donor and business partner perks, and programming offerings, and provide pre-sales support for patrons seeking to purchase tickets.
• Open and close the box office daily, including checking for and completing/assigning patron follow-ups from voicemails, emails, and helpdesk tickets received. Manage shift workflows and determine the needed number of available agents per channel, responding to changes in demand per channel throughout the day.
• Interpret and apply Sig Pro’s terms of sale, including analyzing and authorizing or rejecting patron requests for out-of-policy returns, exchanges, credits, and refunds.
• Provide general information and create/qualify/resolve helpdesk tickets and/or sales leads for patrons and customers interested in VIP experiences, sponsor ships and advertising, becoming donors or volunteers, renting our venues, employment, and the like.
• Perform, model, and coach agents to Sig Pro’s cash handling and other financial stewardship standards, processes, and procedures as trained and required. Maintain accurate documentation and logs as trained and required.
• Coach and lead Box Office teams with a collaborative, development-focused approach that centers artists’ and staff well being, fosters creativity and community, models integrity and accountability, and cultivates compassionate customer service and continuous improvement.
• Perform other duties as assigned in support of the organization’s mission.

• (4) Box Office & Sales Agent (part-time)

• 2+ years experience in box office/ticketing operations, including event setup, pricing, discounts, presales, and seating maps.
• Experience supervising, leading, training, or coaching staff in a customer-facing environment.
• Experience with ticketing platforms, CRM/patron database management, and seat‑map tools; strong comfort with export/imports and data hygiene.
• Solid reporting and analytics skills (Excel/Sheets, basic SQL or BI tool…