Ticket Operations & Patron Services Manager

Berklee College of Music; Boston (MA); Hybrid; USD 50,000 - 66,000; Full time

Benefits offered by this job

Health insurance

Job summary

Berklee College of Music invites applications for a vibrant Ticket Operations & Patron Services Manager to support live performances across iconic venues in Boston. The role blends hospitality with operational oversight, ensuring seamless guest entry, accessibility, and safe event execution.

You will lead up to 15 student Box Office Clerks, manage Etix on-sales and on-site settlements, and collaborate with Marketing and Advancement to deliver memorable experiences while upholding Berklee's

Qualifications

• Bachelor’s degree (or equivalent experience) plus 3+ years in live events or ticketing.
• Experience leading student staff and managing ticketing software (Etix).
• Knowledge of ADA accessibility and safety procedures.

Responsibilities

• Oversee patron experience and accessibility requests.
• Interview, hire, train, and supervise up to 15 student box office staff.
• Administer Etix for on-sales, presales, pricing, and VIP packages.
• Serve as Manager on Duty for events, ensuring entry flow and safety.
• Complete nightly settlements and monthly reconciliations.

Skills

Patron experience

Team leadership

Ticketing software

ADA compliance

Education

Bachelor's degree

Tools

Etix

Job description

Berklee is looking for a vibrant, student-centered Ticket Operations & Patron Services Manager to support a thriving ecosystem of live performances across iconic venues, including the Red Room at Cafe 939, David Friend Recital Hall, Berklee Performance Center, and Boston Conservatory Theater. Aligned with Berklee’s mission to educate, train, and develop students to sustain music and performing arts careers, this role is deeply mission-driven. It blends operational oversight with a strong commitment to creative innovation, equity, and exceptional service. At Berklee, employees enjoy an inclusive, collaborative culture, a sustainable work-life balance through comprehensive benefits designed to support total well-being.

Key Responsibilities Patron Experience & Accessibility: Deliver and model proactive, empathetic guest relations. Oversee accessibility requests, ADA compliance, assistive listening devices, and personalized accommodations. Team Leadership: Interview, hire, train, schedule, and inspire a team of up to 15 student Box Office Clerks. Ticketing Operations & Software: Assist with daily box office sales, ticket inventory management, policy enforcement, and software administration (Etix) for on-sales, presales, dynamic pricing, and VIP packages. Event & Venue Management: Serve as Manager on Duty for live performances, overseeing guest entry, resolving customer inquiries, ensuring venue safety, and managing emergency protocols. Banking & Financials: Execute night-of settlements via Etix and Workday, conduct monthly reconciliations, process internal purchases, and maintain accurate records for accounting and forecasting. Cross-Departmental Collaboration: Partner with Marketing, Institutional Advancement, the Office of the President, and external promoters to ensure seamless event execution and clear patron communications.

Key Qualifications Education & Experience: Bachelor’s degree (or equivalent experience) plus 3+ years of relevant industry experience. Leadership & Operations: Demonstrated people management abilities, strong supervisory skills, and direct experience with ticketing software (Etix preferred) and venue operations. Accessibility Knowledge: Working knowledge of ADA regulations and adaptive technologies. Mindset & Communication: Detail-oriented self-starter with exceptional conflict-resolution skills, a calm demeanor under pressure, and a collaborative spirit. Certifications: Willingness to complete on-the-job training in CPR/First Aid, Crowd Management, and Active Shooter procedures. Schedule Flexibility: Ability to work a hybrid schedule including frequent nights, weekends, and event-based coverage. Hiring Range: $50,000 to $66,000; salary dependent on relevant experience and education. Please visit the Total Rewards page to learn more about the benefits of working at Berklee. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee: We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance. Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law. As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at [e-mail] or call 617-747-2375. *Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.* Employee Type: Staff As the premier destination for the study of contemporary music and the performing arts, Berklee stands as the culmination of two pioneering institutions—Boston Conservatory and Berklee College of Music—each recognized for its global reach and cultural impact. Berklee is a place where artists come together to innovate, and where artistic and cultural diversity is embraced and celebrated. We strive to reflect these values in our inclusive hiring practices, creating a welcoming and equitable process that embraces diverse perspectives and fosters equity and opportunity for all. Guided by our fundamental values, our unified mission and vision define Berklee’s core purpose and help us envision the positive influence we can have on each other, our students, our communities, and the broader world. Berklee is proud to offer a comprehensive benefits program to help our employees achieve their personal, professional, and financial goals. Learn more.