Box Office Manager

The Box Office Manager is a key individual contributor of the Production Services team at the Blair School of Music at Vanderbilt University and is responsible for planning, organizing, and running box office operations for the Blair School of Music. Reporting to the Ingram Performing Arts Center Business Manager, the Box Office Manager oversees ticket sales for all Performing Arts Center events - curricular, non-curricular, guest artists, and external and internal rental events - accounting for ticket transactions and ensuring the proper operation of the venue, as well as analyzing and reporting on ticket sales trends. This position is responsible for responding to the audience, answering customer queries online, over the phone, and in person. The position displays a flexible attitude and will undertake varying roles as dictated by performance requirements. The Box Office Manager is expected to perform with a high level of autonomy in a fast-paced environment and requires a demonstrated comfort level working with leading industry professionals.

Situated on Vanderbilt Campus in the heart of Nashville, TN, the Blair School of Music is a vibrant and fast-paced school at Vanderbilt University, focused on the personal and professional education of highly talented young musicians who demonstrate an exceptional capacity and motivation to shape our increasingly diverse and complex global century-through music, with music, and in music. The school has approximately 145 full and part-time faculty members and industry professionals who teach approximately 235 music majors, 650 Blair Academy students (comprised of pre-college and adult students) and 2,000 non-music Vanderbilt majors. https://blair.vanderbilt.edu/.

Vanderbilt is a private research university in Nashville, Tennessee. It offers 70 undergraduate majors and a full range of graduate and professional degrees across 10 schools and colleges, all on a beautiful campus-an accredited arboretum-complete with athletic facilities and state-of-the-art laboratories. Vanderbilt is optimized to inspire and nurture cross-disciplinary research that fosters discoveries that have global impact.

Duties and Responsibilities:

Ticket Sales

• Manages tickets sales daily (both in person and online) to ensure accuracy in transactions so that any issues can be resolved in a timely manner.

• Provides analysis of sales information trends and/or observations to the Senior Director, Business Manager, Director of Marketing & Communications, and Chief Business Officer.

• Administers the AudienceView ticketing system, including but not limited to, selling tickets and report distribution.

• Proactively troubleshoots any technical issues all the while implementing improvements to enhance proficiency.

• Works with external and internal clients to ensure events are programmed correctly so that customers can easily navigate the online purchase flow.

• Oversees the placement and distribution of ticket holds for artists, donors, and house.

• Works closely with Development and Alumni Relations to secure seats for VIPs and donors.

Staff Management/Customer Service:

• Hires, trains, schedules, and supervises student Box Office/Usher staff alongside Front of House Manager.

• Ensures that all staff are fully trained in customer service standards, handling customer issues and explaining policy regarding ticket sales and house etiquette.

• Works with Front of House Manager to establish and review operational policies and procedures for box office/usher staff.

• Anticipates needs and maintains stock of necessary supplies.

• Anticipates equipment replacement needs to ensure optimal Box Office function.

• Educates staff on the importance of delivering quality customer service so that all guest concerns are addressed and resolved in a welcoming manner.

• Oversees box office phone line and email inbox to ensure patron inquiries are answered in a timely manner.

Financial Management/Security Compliance:

• Maintains knowledge of current sales and promotions, policies regarding payment and exchanges, security, and payment card industry practices.

• Maintains an open line of communication with the Senior Director, Business Manager, and Chief Business Officer to ensure accuracy of reconciliation reports.

• Works with Business Manager to develop a detailed budget proposal for the fiscal year.

• Ensures compliance with industry regulations and venue policies related to ticket sales, data protection, and security measures.

Event Coordination:

• Ensures a professional flow of day-to-day operations in the Box Office on event days.

• Consistently communicates with Front of House and Production to ensure smooth show operation.

• Collaborates with event organizers to ensure all ticketing needs are met before, during, and after show start all while demonstrating a flexible and cordial attitude.

• Collaborates with Director of Marketing and Communications to develop and implement strategies to maximize ticket sales including, but not limited to, creating presale offers, bundles, and package offers as deemed necessary.

Specific work hours will be determined on a weekly basis based on needs of the event schedule.

Supervisory Responsibility:

• This position supervises student sales operators, coordinating the schedules of up to 10 students per semester. This position reports administratively and functionally to the Business Manager.

Qualifications

• A high school diploma or GED is necessary.

• A Bachelor's degree from an accredited institution of higher education is preferred. Two years of professional experience in relevant role may be considered equivalent to one year of postsecondary education.

• At least three years of relevant customer service management, box office or other arts organization experience is necessary.

• Five years box office experience is preferred.

• Ability to work nights and weekends is necessary.

• Experience in an academic box office is preferred.

• Experience with AudienceView ticketing software is preferred.

• Excellent customer service experience is necessary.

• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community are necessary.

• Ability to communicate effectively, both orally and in writing is necessary.

• Ability to make administrative/procedural decisions and judgments is necessary.

• Ability to perform complex tasks and to prioritize multiple projects is necessary.

• Excellent ability to organize and coordinate is necessary.

• Ability to provide technical advice and information to staff in area of expertise is necessary.

• Ability to work nights and weekends is necessary.

Commitment to Equity, Diversity, and Inclusion

At Vanderbilt University, we are intentional about and assume accountability for fostering advancement and respect for equity, diversity, and inclusion for all students, faculty, and staff. Our commitment to diversity makes us who we are. We have created a community that celebrates differences and lets individuality thrive. As part of this commitment, we actively value diversity in our workplace and learning environments as we seek to take advantage of the rich backgrounds and abilities of everyone. The diverse voices of Vanderbilt represent an invaluable resource for the University in its efforts to fulfill its mission and strive to be an example of excellence in higher education.

Vanderbilt University is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran, or any other characteristic protected by law.

Please note, all candidates selected for an offer of employment are subject to pre-employment background checks, which may include but are not limited to, based on the role for which they have been selected: criminal history, education verification, social media review, motor vehicle records, credit history, and professional license verification.