The Box Office Manager oversees both long-term and day-to-day operations of the Box Office, and ensures a hospitable, smooth, and efficient operation. A crucial leader for Michigan Opera Theatre, the Box Office Manager is responsible for programming and monitoring all events in the Tessitura and Ticketmaster ticketing systems, tracking daily sales and deposits, executing and supervising account management and fulfillment, subscription processing and fulfillment, staff management and training, and CPI compliance. This role is highly visible and interacts with sponsors, vendors, clients, and rental clients, including Broadway in Detroit and special event rentals. The Box Office Manager always leads by example and provides the highest level of customer service to all guests, vendors, and clients.
Represent DOH/MOT as a helpful, cheerful, energetic, knowledgeable first point of contact for patrons, donors, board members, and the general public
Oversee the Box Office staff by scheduling FT and PT employees, hiring and training all new Box Office employees and ensuring that all Box Office employees appropriately, accurately and consistently represent DOH/MOT in a professional manner in all communications both internally and externally
Assures training for Box Office team in technology, program offerings, sales strategies and patron retention to support MOT program sales and rental show sales
Manages complimentary ticket requests, coordination with community partners, donor ticket management, group sales, promo code management, and will call
Develops the Box Office into an effective sales and promotion force by working with marketing to implement sales promotions, special season ticket packages, loyalty programs and other initiatives and overseeing promotional inventory management
Recommend policies and procedures to support high levels of customer service, both internally and externally, by overseeing and resolving all ticketing customer services issues, and assisting in the establishment and enforcement of policies regarding ticket sales, exchanges, complimentary tickets, staff tickets, and gift certificates
Oversee daily deposits and maintain strict oversight of cash handling and reporting to the DOH/MOT Finance Department, and reconciles any discrepancies daily
Build, edit, and manage all events in all ticket sales platforms, including alternate revenue sources handled through ticketing platforms
Create and distribute Box Office sales reports
Participate in and manage night-of-show rotation
Works closely with Box Office partners at Broadway in Detroit (BiD) to coordinate ticketing for BiD performances at the Detroit Opera House
Works closely with Opera House event managers and rental clients to coordinate ticketing for rental events at the Detroit Opera House
Produce settlement reports on night-of-show and end-of-run and be available to resolve questions with partners, promoters and rental clients
Maintain high levels of customer service as well as continued maintenance and education on product to help meet budgeted goals
Answer phones and manage the Box Office voicemail system
Occasional telemarketing functions as necessary
Responsible for sales, distribution, seating, and processing of tickets including singles and season subscriptions, flex passes, and memberships
Manage patron complaints and concerns, assuring each patron a timely and thoughtful response. Maintain records of customer service issues and their resolution
Manage all Box Office incoming and outgoing mailings, including tickets and season subscription packets
Minimum of 2 years Box Office management or equivalent experience
Bachelor’s degree or equivalent combination of education and experience
Proven history of high levels of customer service, to both internal and external constituents
Must be able to work in a fast-paced environment providing a positive outlook
Must enjoy working with the public
Strong leadership, organizational, and problem-solving skills
High-level knowledge of Tessitura preferred
Knowledge of Ticketmaster preferred
Proficient in Microsoft Office Suite
Ability to work nights and weekends, congruent with a performing arts center’s performance schedule
Cash-handling experience and abilities; highly accurate cash management skills required
Prior knowledge of Opera not required, but the ability to learn about a season’s productions and sell them to patrons is a must
Note: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.
Position Reports to: Director of Marketing and Communications
Classification status: Full-Time, Exempt
Last updated: 04/27/2021
Compensation is commensurate with the duties and responsibilities of this position.
To apply for this position in confidence, please send resume and cover letter to: email@example.com. Applications may be addressed to Zach Suchanek, H.R. Assistant.
Michigan Opera Theatre is an Equal Opportunity Employer. We value diversity in our workforce.
About Michigan Opera Theatre
Founded in 1971, Michigan Opera Theatre (MOT) is the premier multi-disciplined producer and presenter for opera, musical theatre, and dance in the Great Lakes Region. Based in the city of Detroit, the organization engages artists of national and international stature for stellar main stage and outreach performances, and provides compelling cultural enrichment programs for the diverse audiences and communities that it serves, making it one of Detroit’s pillars of arts and culture. MOT is among a select few opera companies nationwide to own its theatre, the historic 2,700-seat Detroit Opera House, which is located in the heart of downtown Detroit.
MOT garnered great critical and popular acclaim during the pandemic for its socially-distanced, drive-thru production of 'Twilight : Gods,' an adaptation of Wagner’s 'Götterdämmerung.' Brainchild of new Artistic Director Yuval Sharon, 'Twilight : Gods' was performed across multiple levels in MOT’s own parking structure, and provided performance opportunities for local cast and orchestra members, in addition to international opera stars.