JOB PURPOSE: The Ticket Office Manager is responsible for leading the day-to-day operations of the Ticket Office across K-Wings, Wings Event Center, and Ice Events, while supporting the Ticketing and Guest Experience Manager in shaping the future of ticketing operations and guest services. This role directly supervises Ticket Office and ticket-taking staff, ensuring operational excellence, financial accuracy, and a high standard of guest service. The Ticket Office Manager plays a critical role…
in addressing current workload demands by providing leadership coverage across events, stabilizing staffing structures, and improving retention through consistent training and support. Reporting to the Ticketing and Guest Experience Manager, the Ticket Office Manager will help define how ticketing functions across multiple venues and entry points. As the organization transitions into the new Kalamazoo Event Center, this position will be instrumental in developing and implementing ticketing systems, staffing models, and service strategies.
WHAT YOU’LL BE DOING:
Leadership & Operational Oversight
Manage daily Ticket Office operations across all venues and events
Serve as the primary on-site leader for ticketing operations
Provide consistent management coverage across a high-volume schedule
Partner with the Ticketing & Guest Experience Manager on departmental strategy and execution
Build a strong, service-focused team culture
Staffing, Training & Team Development
Lead hiring, onboarding, and retention strategies
Develop and manage staff schedules
Oversee training programs and materials
Conduct performance evaluations and provide coaching
Maintain strong communication and staff engagement
Event & Ticketing Operations
Oversee execution of ticketing operations for events of varying scale
Build and manage events within Etix (or similar ticketing system)
Ensure accuracy in pricing, inventory, and reporting
Troubleshoot ticketing issues before and during events
Manage some events independently and support larger events
Ticket-Taking & Guest Entry Operations
Assist with ticket-taking teams and entry operations for WEC and KEC
Assist in developing procedures for ticket scanning and gate management
Coordinate with Guest Services and Ushers
Support enhanced guest experience initiatives at entry points
Financial Management & Reporting
Oversee daily reporting, reconciliation, and deposits
Ensure proper cash handling and financial accuracy
Assist with event settlements
Customer Service & Guest Experience
Serve as primary contact for ticketing inquiries
Resolve escalated service issues
Support a proactive, guest-focused service model
Policies, Procedures & Continuous Improvement
Develop and maintain SOPs
Update manuals and documentation
Identify and implement process improvements
New Facility Planning & Implementation
Assist the Ticketing & Guest Experience Manager in planning for the new event center
Help design workflows, staffing models, and guest entry processes
Support transition and operational readiness
Assist in implementing new systems and technologies
WHAT YOU NEED FOR THIS POSITION:
Proven management or supervisory experience in ticketing or box office operations
Experience with ticketing systems such as Etix, Ticketmaster, or similar
Strong customer service and problem-solving skills
Experience leading staff, scheduling, and training
High attention to detail and organizational ability
Strong communication and interpersonal skills
Ability to contribute to operational planning and growth
Bachelor’s Degree in Business, Sports Administration, or related field preferred
PHYSICAL & SCHEDULING REQUIREMENTS:
Ability to work nights, weekends, and holidays
Ability to stand for extended periods (10+ hours)
Ability to lift up to 40 pounds
Ability to bend, stoop, and perform repetitive tasks
Advantages include:
Medical, Dental and Vision Plans
Paid Time Off (PTO)
PTO Enhancement Pay
Paid Holidays
Parental Leave Program
Wellness Program and Reimbursement
401(k) Plan
Flexible Spending Plan
Short-term Disability
Long-term Disability
Basic Life and AD&D