Overview

The Director of Ticketing is a highly organized and detail-oriented professional who oversees the planning and execution of all ticketing operations. The Director of Ticketing will create ticketing builds for events, process orders, maintain inventory, and provide all financial reporting. Skills include leadership and participation in the development and administration of an annual budget; direct the forecast of additional funds needed for staffing, equipment, materials, and supplies; as well as direct and monitor expenditures. The Director of Ticketing is responsible for the selection, training, motivation, and evaluation of all Box Office personnel, and the management of all aspects of customer service-related tasks involving internal and external customers.

This role will pay a salary of $75,000 - $95,000 and is bonus eligible.

Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays).

This position will remain open until December 11, 2026.

Responsibilities

• Oversee and direct the box office at Enmarket Arena and Johnny Mercer Theatre.
• Oversee and direct the box office at Enmarket Arena, Johnny Mercer Theatre, and Vystar Pavilion. 
• Work with key clients to set up events, maintain seating manifests, maintain financial records, and manage the preparation, presentation, and settlement of all event box office statements.
• Advise and assist with the implementation, reporting, and generating of event reports.
• Oversee the daily, weekly, monthly, and yearly sales of tickets and entering and submitting data as required.
• Implement cash handling procedures for cash transactions.
• Develop and maintain documentation and training material on box office policies and procedures.
• Hire, train, schedule, and supervise ticket office staff, ensuring that all staff are fully trained in handling customer issues and explaining policy regarding ticket sales.
• Demonstrate excellent customer service skills and respond promptly to customer inquiries and requests.
• Train all box office personnel in customer service standards.
• Assist and greet groups or tours as they plan a trip to the Enmarket Arena for an event or building tour.

Qualifications

• Bachelor’s degree in business administration or a related field is preferable.
• 5-7 years of box office/ticketing-related experience, including selection and supervision of staff.
• Knowledge of Ticketmaster Products Suite, including Host, TM1, Entry, and Archtics.
• Ability to provide direction and engage in positive interactions with staff and guests, prioritize, organize, motivate staff, problem-solve, delegate, and follow up.
• Working knowledge of computerized ticketing operations and software (Ticketmaster Products Suite, Microsoft Word, Excel, and Outlook).
• Strong communications skills, both verbal and written, with the ability to handle guest relations issues professionally & proper phone etiquette.
• Able to make effective immediate and long-term decisions that have lasting impact.
• Previous experience with accounting/cash management procedures is highly desired.
• Ability to multitask daily, be organized, be detail-oriented, be self-driven, forecast issues, and handle last-minute projects to meet deadlines.
• Ability to work flexible and extended hours, including nights, weekends, and holidays, in addition to normal business hours.

Core Competencies 

• Proactive leader with the ability to anticipate challenges, identify opportunities, and take initiative to drive ticketing objectives.
• Strategic thinker with the ability to develop and execute long-term ticketing strategies aligned with organizational and revenue goals.
• Highly adaptable and flexible, with the ability to effectively respond to changing business needs, event demands, and industry trends.
• Strong organizational and time-management skills, with the ability to manage multiple priorities, deadlines, and projects simultaneously.
• Exceptional attention to detail and accuracy, particularly when managing ticketing operations, pricing, inventory, reporting, and financial information.
• Ability to remain calm and make sound decisions in a fast-paced, high-pressure event environment.