Ticket Operations Coordinator

TITLE: Ticket Operations Coordinator

LOCATION: Becket, MA, Remote to Start

COMPENSATION: $800-$900/weekly, less applicable tax withholdings

STATUS: Full-Time, Seasonal (approx. April 20 through September 04, 2026)

REPORTS TO: Director of Patron Services

DEPARTMENT: Patron Services

SUPERVISES: Festival Interns

SUMMER BENEFITS : Three meals a day, free access to classes, performances, talks, studio usage, complimentary housing, if necessary.

We are seeking a seasonal Ticket Operations Coordinator to support the Box Office Manager in the efficient operation of the festival's ticketing, group sales, and administrative processes. This role is a crucial member of the Jacob's Pillow team, responsible for ensuring a superior experience for our patrons. The position focuses on all aspects of front-line patron interaction, ticket sales, inquiries, group sales practices, and attention to detail to ensure a smooth and enjoyable experience for our patrons.

KEY RESPONSIBILITIES

Ticket Sales and Customer Service:

• Assist in ticket sales, including handling in-person, phone, and online reservations.

• Provide excellent customer service, answer patrons' questions, and assist with ticketing inquiries.

• Resolve customer issues and concerns in a professional and timely manner.

Administrative Support:

• Assist in the preparation and maintenance of ticketing records and reports.

• Maintain accurate customer databases and patron information.

• Support the Box Office Manager in financial reconciliation and accounting tasks.

Box Office Operations:

• Assist in the management of box office operations during events, ensuring smooth and efficient entry for patrons.

• Oversee will-call and ticket pickup procedures, including staffing will-call as needed.

• Help ensure ticketing software and hardware are functioning properly.

• Cover operations of the box office and will call on performance days.

Group Sales Management:

• Oversee and implement group sales strategies to drive ticket revenue.

• Collaborate with the marketing team to promote group ticketing options and outreach efforts.

• Track group sales performance and maintain accurate records of transactions.

• Provide excellent customer service to group leaders, ensuring a seamless booking process and a positive experience.

Communication:

• Collaborate with marketing and communications teams to provide information on ticket sales, availability, and promotions.

• Communicate with patrons regarding event details, changes, and special instructions.

• Monitor and track patron communications from the box office email and ensure responses within 24 hours.

• Manage the remote call center in all functionality.

Teamwork:

• Work closely with the Box Office Manager and other festival staff to ensure the overall success of the festival.

• Assist in training and supervising seasonal box office staff.

REQUIRED QUALIFICATIONS

• Previous experience in box office management, group sales, or a related field is a plus.

• Strong customer service and interpersonal skills.

• Proficiency in using ticketing software and computer applications.

• Excellent organizational and multitasking abilities.

• Attention to detail and strong numerical skills.

• Ability to work in a fast-paced and high-pressure environment.

• Availability to work evenings, weekends, and holidays during the festival season.

PREFERRED QUALIFICATION

• Tessitura ticketing experience is desirable

• A valid driver’s license preferred

• Previous CPR/First Aid certifications are a plus; Jacob’s Pillow will provide additional certification training.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Office setting: Remaining in a stationary position for extended periods, moving within the office space as necessary. Shared working space with others in close proximity.

• Working regularly in wooded areas with exposure to native wildlife including, but not limited to, rodents, ticks, and mosquitos.

• Working regularly outdoors in all weather conditions including inclement weather.

• Working a 6-day work week including early mornings, late evenings, and weekends.

• Moving equipment up to 50 lbs alone or with assistance.

• Moving through and between multiple locations throughout the entire campus including over uneven terrain.

• Not sure you meet 100% of the qualifications? Research shows that men apply for jobs when they fulfill an average of 60% of the criteria, but women tend to apply only if they meet 100% of them. Yet, people who are systematically marginalized tend only to apply if they meet every requirement. We encourage you to apply if you believe you could excel in this role. Please use your cover letter to tell us about what you hope to bring to this role. We are dedicated to considering a broad array of candidates, including those with diverse workplace experiences and backgrounds. So, whether you're returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar.

APPLICATION PROCESS

Video and/or audio applications are welcome (though not required), in addition to written expressions of interest.

Interview Stages : Pre-Screen Zoom, Hiring Manager Zoom, In-Person Site Visit, Panel Interview with Key stakeholders.

Additional Documents : We may ask for a writing sample or a sample spreadsheet to better understand your expertise and fit for the role.

Accessibility Accommodations : Should you require any accommodations to facilitate your application, please don’t hesitate to reach out to us at [email protected]. We are committed to providing support throughout the application journey, whether that’s through email, a phone conversation, or a video call.