Be part of something extraordinary

Ogunquit Playhouse in Ogunquit, ME seeks a full-time, year-round Ticketing Services Manager.

Ideal Candidate ensures quality and excellence in customer service standards are met and maintained.  They provide a hospitable, smooth and efficient operation, and confirm that appropriate ticket policies are followed. They oversee the day-to-day operations of the Box Office Department by communicating daily sales, scheduling staff, and providing support, feedback, and direction. The Ticketing Services Manager is responsible for ticket account management and fulfillment. They work with Marketing Department to advance and execute innovative sales campaigns to maximize ticket revenue for the organization. This role is highly visible and interacts with patrons, sponsors, vendors, industry leaders and other VIPs.

Primary Duties

• Build and maintain a strong Box Office team
• Oversee the training, development, and performance of each Box Office team member
• Assign Box Office staff schedules and duties
• Schedule Box Office staff to attend each show within the first week of production
• Communicate critical Playhouse information to Box Office team
• Ensure Box Office team follows proper sales procedures, uses common language and marketing messaging for the theatre and for each show
• Manage de-escalation of upset patrons when Box Office associates reach dead-end
• Mediate team issues and patron concerns, bringing in manager and HR as appropriate
• Answer Box Office team questions and concerns as they arise
• Attend weekly staff and team check-in meetings
• Manage Box Office staff payroll budget
• Drive phone and in-person ticket sales and upselling of subscriptions, packages, memberships, promotions, etc.
• Assist with Box Office sales
• Monitor Box Office email, responding to all inquiries quickly and effectively
• Oversee batch printing of daily mail, gift certificates, and Will Call
• Monitor, process, and/or delegate all internal CSIs in a timely and efficient manner
• Oversee all voucher requests and staff/volunteer comp tickets; maintain adherence to the policies and procedures
• Assist Corporate Partnerships Director process lodging partner orders
• Assist Marketing team develop packages and promotions to maximize sales
• Work with Front of House (FOH) staff to resolve patron issues on show days
• Attend to any special needs or ADA seating requests and ensure that FOH is informed
• With IT, monitor life cycle and performance of all Box Office team technology
• Monitor Box Office supplies and reorder as needed
• Light lifting of objects up to 10 lbs.

Education and Experience

• Minimum of Associate’s Degree, Bachelor’s Degree preferred or 5 years experience in Box Office Management in a regional theatre or events venue
• Ticketing Experience and a high level of computer proficiency required
• Must be professional and possess exceptional customer service skills

Tessitura / CRM

• Required to be a Tessitura Power User
• Attend all Power User Group (PUG) meetings
• With Marketing drive and implement annual subscription renewal process
• Create and collaborate with PUGS on all Tessitura best practices as they relate to Box Office policies and procedures
• Work towards completion of items on Master Project Priority List
• Assist in presentations and trainings at All-Team meetings

Compensation: $23 /hour

• Ogunquit Playhouse is an Equal Opportunity Employer and is committed to promoting the growth of a diverse and inclusive workplace. For our full Diversity, Equity, Inclusion, and Accessibility statement, visit ogunquitplayhouse.org/about-us
• Send cover letter and resume to Zia Quint, HR Manager, zquint@ogunquitplayhouse.org