An exterior view of historic Ford’s Theatre, a three-story brick building with five arched windows on the second and third floor. The bottom floor is white and has five arched entryways.
Photo © Maxwell MacKenzie.

Assistant Ticket Services Manager

The Assistant Ticket Services Manager works as part of the Ticket Services team at Ford’s Theatre to provide a high level of customer service to all audiences and staff related to ticketing for visitation, programs and productions. The Assistant Ticket Services Manager works directly with the public, patrons and ticket services associates, particularly during productions,and helps ensure all ticketing staff adhere to procedures and policies. The Assistant Ticket Services Manager is in charge when the Manager is not present and supports the Ticket Services Manager in functions such as scheduling, hiring and evaluating associates, database work, handling escalated customer service requests and maintaining an optimal workflow in the box office.

The work schedule for this position is Tuesday – Saturday and requires evening availability.

Ford’s is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, national origin, sex, gender identity or expression, family status, sexual orientation, disability, age, neurodiversity, veteran status or any other characteristic protected by law.

PRINCIPAL RESPONSIBILITIES:

  • Spends time working directly with guests, such as performing ticket transactions, answering questions, problem-solving and distributing audio devices
  • Supports the Ticket Services Manager in the hiring and training of Ticket Services Associates
  • Supervises Ticket Services Associates to ensure customer service policies are followed and ensures the working environment is safe and secure for patrons and staff. Manages the Ticket Services staff schedule and ensures all shifts have adequate coverage for business needs
  • Fulfills internal department ticketing requests, such as helping arrange comps or discounted tickets for VIP patrons, press, company and staff comps/discounts, and third-party vendor promotions when needed
  • Resolves customer service issues promptly, empathetically and professionally
  • Manages ticket pick-up before performance start times
  • Works with and responds quickly and efficiently to House Management and Visitor Services teams to assist with patron interactions, last-minute ticketing requests and troubleshooting
  • Maintains open communications with Group Sales to ensure high levels of service to visiting groups
  • Compiles a daily report for all box office management regarding new and outstanding issues that include but are not limited to staffing, office supplies/hardware and to-do items
  • Contributes to and maintains a department environment that supports an enthusiastic front-line team and a good working rapport with organizational management and other departments
  • Assists and serves as a backup to the Manager in providing Tessitura reports to other departments
  • Supports the Ticket Services Manager with event builds in Tessitura which could include proofing for accuracy
  • Stays up to date and keeps associates informed on all relevant events, schedules, historic site activities and visitation projects
  • Maintains secure digital and physical environments for financial transactions and patron information sharing
  • Securely prepares cash donations and cash from transactions for bank deposit.
  • Assists with organizational mail/package reception and notifications
  • With Ticket Services Associates, upsells, distributes and receives audioguide devices during daytime visitation
  • Maintains audioguide devices and racks, and reports inventory damages or discrepancies to Manager
  • Attends and participates in regular Marketing & Communications Team meetings and other departmental or all-staff meetings as required
  • Participates in conferences and career development events as a representative of Ford’s Theatre as needed
  • Must see at least one performance or final dress rehearsal of each production as early in the run as possible (excludes repeat productions, such as One Destiny, A Christmas Carol)
  • Follows safety and security protocols
  • Other duties as assigned

QUALIFICATIONS:

  • Minimum of one year of box office or similar reservation management experience
  • Supervisory experience in an arts, culture, or retail setting preferred
  • Basic Microsoft Office skills
  • Experience or strong familiarity with ticketing or similar inventory management or CRM software; Tessitura preferred
  • Must be cheerful, team-spirited, detail-oriented, efficient and adaptable to changing situations
  • Strong organizational and communication skills
  • Ability to listen, empathize and problem-solve
  • Experience in offering customer service by phone, email and in-person, and be capable of maintaining a congenial rapport with patrons
  • Ability to make well-reasoned decisions, independently when necessary
  • Demonstrated leadership skills
  • Ability to work in a busy shared office environment
  • Must be able to work a flexible schedule that could include covering shifts for staff call-offs or no-shows

SALARY:

Approximately $44,000 – $45,000 per year

Ford’s offers a dynamic working environment steeped in culture and history along with a robust benefits package including highly subsidized health insurance, 401(k) contributions and generous paid leave policies.

TO APPLY:

Send resumes and cover letters to [email protected]

Materials will be accepted through Friday, February 6, 2026