Sales Office Supervisor

Position Overview

The Sales Office Supervisor plays a critical operational and supervisory role within Arena Stage's Sales Office, supporting daily sales operations, patron services, and revenue accountability. This position serves as a key bridge between frontline Sales Associates and Sales Management, ensuring accuracy, responsiveness, and consistency across ticketing, reporting, and patron communication.

With a strong focus on systems management, reporting, inbox oversight, and will‑call operations, the Sales Office Supervisor helps maintain smooth day‑to‑day workflows while contributing to larger sales goals and patron experience initiatives. This role requires exceptional attention to detail, strong communication skills, and the ability to manage multiple priorities in a fast‑paced, live‑performance environment.

These functions are owned and executed by the Sales Office Supervisor, who is accountable for accuracy, timeliness, and follow‑through.

• Provide direct oversight of the Sales Office and Sales Associates to ensure consistent coverage, professionalism, and adherence to procedures.
• Monitor phone queues and patron response times to address service gaps in real time.

to Sales Associates, track progress, and ensure timely follow‑up to support revenue goals.

• Maintain and manage the Comp Tracker, ensuring all comps are accurately recorded and reconciled.
• Produce and distribute Show Reports, including performance details required for will‑call operations.
• Manage ticket auction requests, including fulfillment tracking and internal coordination.
• Oversee gift certificate creation and distribution (as finalized), ensuring proper documentation and delivery.
• Develop, maintain, and update email and outbound calling scripts/templates to support sales initiatives and patron communications.

• Serve as the primary lead for will‑call assistance, resolving patron issues, and ensuring smooth performance operations.
• Print and prepare will‑call and straggler lists for performances.
• Support building will‑call materials as needed.

• Maintain and respond to the Sales Manager's inbox, prioritizing and resolving time‑sensitive requests.
• Serve as a point of response for Info@ and Arenatix inboxes when assigned primary coverage.

• Lead payment collection and tracking for Community Engagement programs, including:
  • Camps
  • DC Theatre Program (DCTP)
  • Camp Fair and related initiatives

These functions are performed in support of the Sales Manager, Sr. Sales Operations Specialist, or Director of Sales, stepping in as needed to ensure continuity and coverage.

• Assist with batch reporting and nightly sales reporting.
• Support promo code creation and maintenance.
• Assist with Vet Tix bookings.
• Support in‑house seat and contractual hold releases as directed.

• Provide oversight support for the Sales Office and Sales Associates, including escalation support during high‑volume periods.
• Assist with inbound and outbound calls, particularly during campaigns, on‑sale periods, or coverage gaps.
• Support outbound calling lists and reporting as assigned.

• Assist with cash handling procedures in accordance with established controls.
• Support building will‑call operations during peak performance periods.

• 2–4 years of experience in ticketing, sales operations, box office, or customer service in a live events or arts organization preferred.
• Strong familiarity with CRM or ticketing systems (Tessitura experience strongly preferred).
• Demonstrated experience with reporting, reconciliation, and operational tracking.
• Excellent written and verbal communication skills, with a professional and patron‑centered approach.
• Highly organized with strong attention to detail and the ability to manage competing priorities.
• Available to work evenings, weekends, holidays, and a rotating schedule tied to performance calendars.

The Washington Drama Society, Inc., Arena Stage does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.

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