What are the responsibilities and job description for the Ticketing Manager position at Stern Grove Festival Association?

IMPORTANT - If interested in the role, please be sure to apply at the full application link below.

The Ticket Manager is primarily responsible for :

Managing the Festival’s ticketing and access program
Responsible for Emergency Egress procedures
Ensuring we remain staffed and on budget

Organizational Profile

Founded in 1938, Stern Grove Festival is an admission-free summer performing arts festival in San Francisco. Now entering its 88th season, the Festival draws over 100,000 people during its ten-week series of world class performances in the outdoor setting of Sigmund Stern Grove. Past seasons have included performing artists from around the world, including The Flaming Lips, Bob Moses, Chaka Khan, San Francisco Symphony, Kool & the Gang, Los Lobos, Smokey Robinson, Ziggy Marley, Carlos Santana, Allen Stone, and Janelle Monae.

As a cultural cornerstone of the Bay Area, Stern Grove Festival remains committed to making music accessible to all while celebrating artistic excellence and community connection. We strongly encourage applications from individuals of all backgrounds, identities, and experiences.

Leadership Standards

The festival strives to be a world-class leadership organization, and we ask all team members to uphold and grow in our core values : Integrity, Expertise, Experience, Growth Mindset, and Composure. Together, we create a culture of excellence where everyone can thrive and lead with purpose.

Reporting Relationships

The Ticket Manager reports directly to the Director of Operations. The Assistant Ticket Manager and Ticket Leaders report to this position. The Ticket Manager works closely with the Director of Marketing and with the Perimeter, Safety, and House Managers. In addition, the Ticket Manager works with the Dispatch and Security teams, and Operations Staff designated to the Safety and Perimeter Teams.

Position Description

The Stern Grove Festival Ticket Manager will be responsible for development, implementation, and management of the Festival’s ticketing, access and credential system.

In preparation for the concerts the Ticket Manager will build all events in the ticketing platform by inputting accurate concert information, artist images, allotments for each subset of Tickets (General Admission, Guests, and VIP Donors), setting the correct concert dates / times and publishing dates / times. The Ticket Manager will work closely with the Development Department to ensure Donor arrival is smooth and with the Director of Marketing to provide links to each concert for use on our website and other collateral.

Weekly; The Ticket Manager will be responsible for monitoring the Ticket system, responding to inquiries via platform and phone, preparing reports of attendees for each show, and other duties pertaining to ticket management in preparation for each concert.

On Concert Sundays; the Ticket Manager will work closely with the Perimeter and Safety and Managers to ensure smooth patron processing at the Entrances. The Ticket Manager will be responsible for the orientation, training, and management of Operations Staff assigned to the Ticket Team conducting Ticket check-in’s. This includes communicating with the Director of Operations and House Manager to provide updates on patron arrival and attendance rates as well as trouble-shooting and making high-level decisions to anticipate and counter any issues with the check-in process.

General Duties

Manage all aspects of our Ticket system; create, build, and set publish dates for each concert

Coordinate with the Director of Marketing to ensure accuracy of all info connected to each concert

Manage each release of Tickets and respond and resolve patron questions to ensure a smooth pre-show process

Monitor activity to keep staff informed of events that are nearing capacity or are sold out before and during the show.

Attend weekly staff meetings to disseminate information to relevant staff and make final preparations for each concert

On concert mornings, boot-up and run systems test on Ipads and Scanners to confirm platform is working and the devices are ready for deployment at Entrances

Deliver Ticket updates during Festival briefing and through-out the day

Manage daily setup and strike of scan stations using electric carts and other equipment.

Orient, train, and support Operations Staff who are conducting Ticket check-ins. This includes traveling to each entrance to ensure all staff and equipment are ready to process patrons.

Respond with a quick-ness to issues that arise during the Ticket processing and create solutions that maintain control of the process and ensure smooth patron arrival.

Understand when to go to your supervisor for help and be ready to communicate that need if necessary.

Create a report on each concert with all Ticket metrics to further refine system

Adhere to SGFA approved policies, protocols, and procedures to ensure high standards are upheld in regards to staff professionalism and performance including the core standards

Empower staff to articulate and embody the Festival’s mission and be ambassadors to the public

Experience and Skills Required

3-5 years box office / ticketing experience

Thorough knowledge of ticketing systems

Working knowledge of box office best practices

Excellent communication skills and collaborative work ethic

Experience providing exemplary customer service and ability to handle stressful situations with diplomacy and tact

Ability to judge rapidly changing conditions and make quick decisions while adhering to SGFA guidelines

Ability to maintain self-assurance and level-headedness at all times and know when to turn to a supervisor if you cannot perform the job duties

Have a great sense of humor and maintain dedication to SGFA mission

Physical Requirements

Able to lift / carry 50lbs

Able to experience periods of extended standing, employees must be able to remain on their feet in a stationary position.

Able to walk and climb considerable distances including on the hillside during the course of a work day.

Grasp, lift, carry, push and pull heavy objects such as barricades, fencing, and carts.

Stooping, crouching and kneeling is needed to place signage throughout the grove

Listening and speaking ability is required. In a typical work day the employee will be interacting with large groups of people and they must have the ability to hear and clearly express their ideas with spoken words.

If you meet some of the qualifications but not all, we encourage you to apply. We believe diverse experiences and perspectives strengthen our organization.

Work Environment / Physical Demands

The work environment characteristics and physical demands described here are representative of those an employee encounters while successfully performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee must regularly lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate. Occasionally sound levels may exceed 100 db. All efforts will be made to protect employee’s hearing.

The above statements are intended to describe the general nature and level of work performed by the incumbent in this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills.

Locations

SGFA Office

Sigmund Stern Grove, 19th Avenue and Sloat Boulevard, San Francisco

Work from Home : Video conferences as needed

Availability and Commitment :

It is expected that this opportunity will be mutually beneficial to both parties and that the employees availability and commitment to work is upheld. Stern Grove Festival attempts to accurately estimate the amount of time required to perform these job duties and expects the employee to uphold their commitment to the working arrangement.

Working Arrangement and Hours

Must be available every Sunday : May 18, 2025 - August 17, 2025

except Memorial Day Weekend

Must be available Saturdays in June August 16th

Up to 16 hours per week in March

Up to 24 hours weekly advance and onsite venue work from April - August

Hybrid working style with 50% in office collaboration as mutually agreed upon. Working arrangement, hours per week, and compensation to be finalized in offer letter.

Compensation

Starting at $35 and commensurate with experience

How to apply

Please fill out an application here -

If you have any questions, please email jobs@sterngrove.org

EEO Statement

SGFA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SGFA complies with applicable state and local laws governing non-discrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation and training. SGFA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Salary : $35

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