Audience Services Manager (Box Office)

Maine State Music Theatre | Brunswick, ME, United States

Posted Date 3/26/2024


The Audience Services Manager works in consultation with the Managing Director, Artistic Director, Development Director, and Director of Marketing and Communications to maintain and grow the theatre’s subscriber base and single ticket buyers.

During the performance summer season, they perform a variety of tasks from selling tickets, to ensuring the smooth, safe and efficient operation of the theatre by overseeing the flow of patrons from arrival, ticket check-in, concession, seating, circulation at intermission, and departure, as well as emergency management during performances.


To enrich lives through musical theatre

Responsibilities for this position include, but are not limited to the following:

  • Build each season shows, concerts and TYA productions
  • Sell year-round season subscriptions and renewals of existing subscriptions
  • Sell gift certificates Sell individual tickets for all shows; Assist all patrons a with ticket exchanges & seating issues
  • Cultivate high-quality customer service in contact with artists, audiences, and staff; employ techniques to effectively serve MSMT’s diverse constituency; anticipate and resolve key event-related issues such as crowd management, ticketing problems, and late seating; and oversee responses to audience and patron inquiries
  • Operate and maintain the ticketing and patron management database; pull targeted lists for marketing and fundraising initiatives; ensure compliance with MSMT’s policies for credit card handling; work with the software vendor to resolve problems
  • Work to increase support for and awareness of MSMT and its programming in conjunction with the marketing and development team
  • Maintain sales and attendance records, develop, and prepare reports to aid in budgeting, tracking, and projections, including point-in-time and year-over-year analysis
  • Provide accurate and timely audience communications, including with ticket buyers regarding order status/fulfillment, subscription renewals, and general inquiries; ensure accuracy in promotional messaging
  • Run all shows during the season as Manager on Duty
  • Hire and supervise and train a Box Office Staff of 10 during the season, train volunteers ushers
  • Oversee MSMT’s Box Office and Front of House operations and ticketing services; recruit and lead a team of summer box office and front-of-house staff
  • Supervise House Manager and Patron Transportation
  • Reconcile cash, credit card, sales, and audit reports on a daily basis; manage ticket revenue deposits. Deposit all Box Office cash/check transitions
  • Communicate all box office transaction to the finance department daily, monthly, and yearly
  • Liaison between the patrons and the annual staff

Preferred candidates will have:

  • Bachelor’s degree in arts administration, non-profit management, related field, or Experience
  • Three years or more of Box Office or Customer Service experience in a management role preferred
  • Superior written and verbal communication skills are required, as is the ability to interact with a highly diverse group of constituents, utilizing savvy, tact, and discretion
  • Exceptional planning, organizational, and team-building skills
  • Strong interpersonal skills and ability to work under pressure
  • Excellent communication and customer service skills, attention to detail and accuracy, and the ability to multitask
  • Excellent computer/technology skills, especially in Microsoft Word and Excel. Knowledge of Patron Manager, CRM, or other ticketing software a plus (but canm be trained)
  • Ability to manage a budget
  • Experience training and supervising employees and volunteers is strongly desired
  • Must be available to work nights and weekends, especially during the summer season. Some events could be off-site, an up-to-date driver’s license and clean driving record is required
  • Finally, the ideal candidate will demonstrate a strong passion for MSMT’s dedication to the company’s principles of diversity, equity, and inclusion and non-harassment policies


  • Health Insurance
  • Life Insurance
  • Vision Insurance
  • Dental
  • 401K- 4% match
  • Vacation Time
  • Paid Time Off


  • Prolonged periods of sitting, standing, bending, kneeling, and climbing
  • Ability to regularly move and lift 30-50 lbs. All positions involve lifting and moving cumbersome boxes, packages, equipment, etc.


  • MSMT’s work week during post/pre-season is Mon-Friday 9am – 5pm. Weekends off unless there’s a special event
  • MSMT’s work week during the summer season is Monday through Sunday. Schedule/hours vary based on its creation by the Audience Services Manager.  All guaranteed 1 day
  • The work week will be approx. between 40-60 hours during the summer season
  • All positions will work weekends, holidays, and evenings as required per department during the summer season and occasionally during post/pre-season


This management position is Exempt and will not receive overtime 


Diversity and inclusion are core values at MSMT.  We are passionate about building and sustaining an inclusive and equitable working environment for all employees.  We believe every member of our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design, and deliver solutions. 

MSMT is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.  MSMT is committed to the principle of equal employment opportunities for all employees and to provide employees with a work environment free of discrimination and harassment.  All employment decisions at MSMT are based on business needs, job requirements, and individual qualifications without regard to race and color; religion or belief;  national, social or ethnic origin; age; disability; sex, gender/gender identity, transgender status; marital, civil union, or domestic partnership status; past or present military service; family or parental status; pregnancy; family medical history or genetic information; political persuasion and/or belief; or status as a whistleblower in accordance with applicable Federal, State, and local laws.  MSMT will not tolerate discrimination or harassment based on any of these characteristics.

All persons are encouraged to apply.

MSMT is Proud to be an Equal Opportunity Employer


Please submit to Stephanie Dupal, Managing Director, at  or, your cover letter, employment resume, 3 contact references which should include the person’s Name, position, company they work for, phone and email address.  Post LAST NAME and JOB POSITION in the subject line please.





Salary45,000.00 - 48,000.00 Annual
Job Type
Admin - Clerical | Arts, Entertainment and Recreation | Customer Service | Management
Town (optional)

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