Box Office Manager

Company Overview

The Denver Center for the Performing Arts (DCPA) is one of the largest non-profit theatre organizations in the nation, presenting Broadway tours and producing theatre, cabaret, musicals, and innovative, immersive experiences. Through these experiences and alongside our robust Education program, we engage hundreds of thousands of visitors each year.

The DCPA’s workforce includes more than 300 employed team members in non-union and union positions (in partnership with seven unions). In addition, we employ hundreds of artists and contractors annually. We have a strong volunteer program which includes more than 300 volunteers.

Our Mission: “We engage and inspire through the transformative power of live theatre.”

Culture Statement

For more than 40 years, creativity and community have been the foundation of the Denver Center for the Performing Arts’ success. As a leading cultural organization in the Rocky Mountain West, we are actively participating in a cultural evolution of belonging and anti-racism. Our commitment to reflect the diversity and priorities of our community — in our workplace, audience and programming — has never been more present.

We believe that the theater can transform us — and be transformed by us. We invite you to be part of our Team.

Job Purpose

The primary duty of the Box Office Manager is the management and supervision of CBU staff and daily operation of the Ticketing Services department. Duties are shared among a total of six Box Office managers. Responsible for accurate daily sales and cash balancing, preparation and submission of payroll for CBU Box Office staff, involved in the hiring, training and coaching, discipline and termination when necessary of CBU staff. Fulfilment of all event reconciliations on a nightly, monthly and fiscal year basis. Required demonstrable experience of customer service skills with expectations of resolving customer service matters as they arise. Represent Ticketing Services in various internal and external meetings. Must be available to work weekdays, evenings, weekends and holidays. This position reports to the Associate Director of Ticketing Services - Operations.

Duties and Responsibilities

• Provide support and management to a team of 25 box office union staff
• Responsible for day-to-day work assignments and ensuring accurate fulfilment.
• Communication of information regarding ticketing, sales goals, pricing and discounts to staff.
• Responsible for communication and adherence of Box Office and DCPA policies within the department.
• Assure sales and services are compliant with ADA law.
• Responsible for creating and sustaining a culture that affirms equity, diversity and inclusion within the department, our patrons and constituents
• Provide content and regular updates for internal box office intranet.
• General troubleshooting and communication with IT department as needed.
• Responsible for accurate subscription packages and show build checks.
• Create and report on Sales Staff Incentives
• Responsible for Office supplies, uniforms, and paper goods inventory management.
• Broker account monitoring and management. Including distribution/ record keeping of Broker Show Report activity
• Document incident reports, communicate with box office union representatives and administer disciplinary actions of employees when necessary.
• Manage Broadway night-of-show windows, communicate with venue house staff, address/resolve immediate ticketing problems and concerns and sign-off on event statement.
• Responsible for event statements, event reconciliations and month end reporting for all DCPA and Client productions.
• Responsible for onboarding and new Box Office agent training.
• Ability to respond quickly, positively, professionally and confidently within a very busy and high paced environment.

Qualifications

• Associates degree preferred.
• Two years of previous box office or call center experience preferred.
• Previous management/leadership experience of similar size and scope to the DCPA Box Office staff preferred.
• Strong customer service and sales background required.
• Proficiency with Microsoft Office including teleconferencing software, Word, Excel, Outlook, Power point and other Windows applications required.
• Experience with cash handling, basic accounting knowledge, experience with scheduling and payroll preferred.
• Must have the ability and desire to work with people and the public and possess conflict resolution skills.
• Must have the availability to work week days, evenings, weekends and holidays.

Supervisor Responsibilities

As a team, the entire Box Office Management team is responsible for the management and supervision of all union & probationary employees. This includes creating & collaborating on employee disciplinary and annual review documents.

Physical Requirements

• Ability to remain in a seated stationary position approximately 80% of scheduled shift
• Ability to move between various on- and off-campus venues
• Ability to lift approximately 25lbs
• Consistently operate a computer and other office equipment throughout scheduled shift
• Consistently communicate over the phone, email and in person throughout scheduled shift

Working Conditions

This position operates in a professional office environment as well as working off-site events. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, teleconferencing software and fax machines.

Compensation

$27.50 hourly

The DCPA does not require applicants to disclose age, date of birth or dates of attendance and/or graduation from an educational institution in their application for employment. Applicants may redact these and other applicable dates from their resume, transcript, and any other material that they submit as part of their application for employment.

In order to provide high quality, culturally competent care to our patrons, students, guests and team members, it is of highest importance that our hiring practices reflect our values by offering an environment that celebrates diversity and embraces inclusion. All of our team members – regardless of race, ethnicity, sexual orientation, gender identity, age, language, abilities/disabilities, socioeconomic status, geographic region, or other defining characteristics – should feel welcome and valued.