Customer Experience Manager (Box Office & Call Centre)

TORONTO INTERNATIONAL FILM FESTIVAL; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

The Toronto International Film Festival (TIFF) is seeking an Assistant Manager, Customer Relations to lead a part-time team across TIFF’s Box Office and Call Centre. You will manage daily operations, deliver exceptional service, and oversee training and staff development.

Shifts are mainly afternoons and evenings to align with screenings and client events. The on-site role emphasizes PCI compliance, accurate reporting, and end-to-end ticketing support for 3rd-party clients.

Qualifications

• Experience in a supervisory or management customer service role.
• 2+ years in a computerized Box Office or ticketing environment; Archtics and Ticketmaster preferred.
• Strong knowledge of accessibility standards (AODA) and inclusive service.
• Excellent written and verbal English communication.

Responsibilities

• Lead and train part-time Customer Relations Supervisors and Agents.
• Oversee box office and client ticketing operations for 3rd-party events.
• Maintain SOPs, onboarding guides, and training materials.
• Ensure PCI compliance and manage cash handling, reconciliations, and reports.
• Coordinate on-site execution of client ticketing during events.

Skills

Staff management

Customer service

Training development

Communication

Leadership

Problem solving

Tools

Archtics

Ticketmaster

ODCC

Google Workspace

Microsoft Excel

Job description

The Toronto International Film Festival (TIFF) is seeking an Assistant Manager, Customer Relations to lead a part-time team across TIFF’s Box Office and Call Centre. You will manage daily operations, deliver exceptional service, and oversee training and staff development.

Shifts are mainly afternoons and evenings to align with screenings and client events. The on-site role emphasizes PCI compliance, accurate reporting, and end-to-end ticketing support for 3rd-party clients.