Box Office Manager

FLYNN CENTER FOR THE PERFORMING ARTS, LTD.

Job Description Revised: 2026

The Flynn is committed to creating an inclusive workplace that promotes and values diversity. We strive to be diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective. Our goal is to build and maintain an organization where everyone can do their best work. We believe that people of color, people from working class backgrounds, women, and LGBTQ people must be centered in the work we do; we strongly encourage applications from people with these identities or who are members of other marginalized communities.

ABOUT THE FLYNN

The Flynn is Vermont’s leading performing arts organization and a statewide platform for creativity, connection, and civic engagement. Through performances, festivals, education programs, and public-space initiatives, the Flynn serves more than 165,000 people annually and plays a central role in Vermont’s creative ecosystem. The organization is guided by a bold 2025–2030 Strategic Plan focused on access, innovation, partnership, and national visibility.

JOB TITLE JOB CLASSIFICATION

Box Office Manager Full-time, Exempt, Benefits Eligible

Nights/Weekends as needed

On-site

BASIC FUNCTION

The Box Office Manager plays a key role in shaping how our community experiences the Flynn. This position leads all ticketing operations while fostering a welcoming, inclusive, and service-oriented environment for patrons and staff alike.

Balancing strategic thinking with day-to-day operations, the Box Office Manager oversees ticketing setup, financial reporting, and . This role requires the ability to think strategically while leading and managing Box Office staff through clear communication, effective leadership, and a shared commitment to exceptional service. The Box Office Manager also supports and develops a team dedicated to making the arts accessible, engaging, and memorable for all.

CHARACTERISTIC DUTIES & RESPONSIBILITIES

• Lead all aspects of ticketing operations including subscription, single ticket and group sales, complimentary tickets, gift certificates, etc.


• Partner with the Education Department to support Student Matinee ticketing, helping connect young audiences to the arts.


• Collaborate with Front of House team to deliver a cohesive, welcoming, and high-quality experience for every guest.


• Administer Tessitura ticketing dashboard.


• Ensure timely, thoughtful, and solution-oriented responses to patron inquiries and concerns.


• Serve as primary ticketing concierge for J.J. Flynn Members and Flynn Board members.


• Work closely with Programming and Rentals to build events in Tessitura, including pricing, packages, and discounts as requested.


• Select, train, and support Box Office Agents and supervisors on appropriate procedures, software, credit card processing, handling difficult situations with customers, etc.

• Create and manage staff schedules that align with operational needs and public service hours.

• Observe box office transactions and interactions live, via web, and via phone and seek to improve speed and ease of process and customer service.


• Reconcile daily sales and collaborate with Finance to ensure accuracy and accountability across all transactions. Provide reporting and audits as needed for internal teams and external partners.


• Develop and maintain ticketing and event control procedures to minimize risk to the organization.


• Lead with a strong commitment to hospitality, ensuring the Box Office reflects the Flynn’s values of inclusion, creativity, and community connection.


• Exercise sound judgment and communicate proactively with CEIO, CGIO, the Director of Marketing & Sales, and Rentals Manager on emerging needs or challenges when appropriate.


• Model a positive, engaging, and respectful communication style with patrons and colleagues.


• Ensure adherence to the Collective Bargaining Agreement (CBA) and contribute perspective as needed during negotiations.


• Maintain a professional presence that reflects the Flynn’s role as a vibrant cultural hub.


• Work a flexible schedule, including evenings and weekends. Plan personal work schedule around the busiest and most critical times for public service, balancing this with other administrative tasks.

SUPERVISION EXERCISED

Direct supervision of Assistant Box Office Manager, Box Office Supervisors, and all Box Office Agents 

SUPERVISION RECEIVED

Reports to the Chief Experience and Infrastructure Officer

QUALIFICATIONS

• Proficiency with Microsoft Office; experience with Tessitura or similar CRM systems strongly preferred. Strong interpersonal and communication skills, with a genuine commitment to customer service and community engagement. Ability to establish priorities, work independently, and proceed with objectives without supervision.


• Flexibility to work a variable schedule, including evenings and weekends. Strong problem-solving skills and the ability to remain calm and effective in a fast-paced environment. High level of discretion and professionalism when handling confidential information.


• Experience in customer service, hospitality, or a related field.


• Experience managing and reconciling financial transactions.

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This outline illustrates the type of work that characterizes the Job Classification. It is not an all-encompassing statement of the specific duties and responsibilities of, and qualifications for, the individual positions assigned to the Classification.