Box Office Manager
Williamstown, MA Audience Engagement
Job Type

POSITION:   Box Office Manager


STATUS:   Exempt

REPORTS TO:   Director of Audience Engagement

SUPERVISES:  Assistant Box Office Manager, Box Office Associates, Audience Engagement 


LOCATION:   On-site in Williamstown, MA

COMPENSATION: $1,200 per week

HIRING TIMELINE: Applications to be accepted until position is filled with a priority application 

deadline of February 16. Application review and interviews to be conducted starting February 20, with an anticipated start date of April 29 and an end date of August 17.

Job Summary

The Box Office Manager serves as one of the most public-facing members of the Williamstown Theatre Festival team and is responsible for all the day-to-day operations of the seasonal Box Office. Reporting to the Director of Audience Engagement, the Box Office Manager serves as the Department Head for the Audience Engagement team and as second in command. Together with the entire Audience Engagement team, they assist in creating a patron-centric welcoming environment at the Festival. 

Primary Responsibilities and Expectations

  • Oversee the seasonal Box Office operations at the Festival:
    • Facilitating ticketing requests—selling and exchanging tickets by phone, email, and in-person and providing patrons with unparalleled customer service
    • Running house, performance, and end of day reports, as well as providing cash/daily receipts reconciliation for the Business Office
    • Processing House Seats, Press, Community, and Company ticket requests, as needed
  • Supervise the Assistant Box Office Manager and Box Office Associates
  • In tandem with House Management, supervise the Audience Engagement Assistants
  • Provide oversight of the House Management team in the absence of the Director of Audience Engagement
  • Accurately collect and process data in the Salesforce CRM (Customer Relationship Management) platform PatronManager, as well as MailChimp and the Google suite
  • Create and send all pre- and post-performance emails to patrons
  • Assist patrons during performances with questions, directions, will call, ticket scanning, and seating, as needed
  • Assist House Management, when needed
  • Load-in and load-out the Box Office and Front of House operations at the beginning and end of the season, and update the Box Office Department manual
  • Support activities and projects of the Marketing & Communication department, as needed
  • Exercise discretion and independent judgment with respect to matters of significance
  • Customarily and regularly directs the work of two or more other employees, and whose suggestions and recommendations as to the advancement, promotion, or any other change of status of other employees are given particular weight.
  • Embrace the Festival’s commitment to EDIA and Anti-Racism by actively participating in and encouraging behaviors among staff members that exemplify respect; interrupting microaggressions and other behaviors that hinder our EDIA and Anti-Racism efforts; engaging in the diversification of the workforce; demonstrating a degree of cultural competency that encourages healthy relationships with all company members
  • Adhere to all Festival safety protocols
  • Must be able to lift at least 25 pounds
  • Must be able to work on feet and stand for long periods of time
  • Other duties as assigned

Preferred Qualifications

  • Previous customer service and management experience
  • Familiarity with a Point of Sale or Customer Relationship Management (CRM) system
  • Proficiency with Microsoft Office and Google Suite
  • Clear communication/interpersonal skills
  • Great problem-solving capability
  • Strong initiative
  • Comfort working in a strong sales environment and handling/counting cash
  • Ability to gracefully balance competing priorities under pressure
  • Keen eye for detail
  • Can-do attitude and sense of humor
  • Passion for the performing arts and the development of its audiences and promotion of its work
Salary Description