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 SigPro 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.
Essential Functions and Responsibilities
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 SigPro'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 SigPro'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 SigPro'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, sponsorships and advertising, becoming donors or volunteers, renting our venues, employment, and the like.
Perform, model, and coach agents to SigPro'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 artist's 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.
Supervisory Responsibilities
(4) Box Office + Sales Agent (part-time)
Minimum Requirements
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 experience preferred) to produce sales, revenue, and trend analyses.
Strong customer service orientation with proven ability to drive upsells/cross-sells and integrate development efforts.
Knowledge of data security, privacy best practices, and ability to handle patron data responsibly.
Excellent written and verbal communication skills; able to coordinate changes with multiple stakeholders.
Flexible availability, including regular evenings, weekends, and ability to work ~1/3 of MOD shifts onsite at The Sharon.
High attention to detail, strong organizational skills, and ability to manage multiple concurrent events.
Demonstrated alignment with Significant Production's mission and values (community, creativity, accountability, integrity, compassion).
Ability to pass background check and legally work in the U.S.
Typical Physical/Mental/Environmental Demands
A broad range of physical movement including prolonged sitting, standing, reaching, twisting and turning, kneeling, bending, squatting, and stooping in the performance of daily activities
Grasping and gripping, repetitive hand movement and typing
Near and far vision in reading, operating equipment, and viewing productions
The need to be able to lift, drag, and and/or push materials weighing up to 25 pounds
While performing the duties of this job, the employee is occasionally exposed to a modest level of noise in the work environment. There are instances when the employee experiences wet or humid conditions, experiences fumes -mist gases and chemical hazards. The employee will be exposed to theatrical haze, fog, and strobe effects.
Benefits Information
Significant Productions offers a comprehensive benefits package which includes:
200 hours of Paid Time Off per calendar year.
10.5 paid holidays per calendar year
New Year's Day
MLK Jr Day
President's Day
Memorial Day
Juneteenth
Independence Day
Labor Day
Election Day (HALF day pay, every year not just every presidential election year)
Thanksgiving
Friday after Thanksgiving
Christmas Day
Remote work options when applicable
Access to employee sponsored health benefits. Vision and dental options included.
