Ticketing Supervisor

Ticketing Supervisor

Now celebrating its 50th Anniversary Season, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the world. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, playwrights and stage managers. Steppenwolf’s artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate, together, our complex world.

Steppenwolf Theatre Company is seeking candidates for the Audience Services Ticketing Supervisor position. The Audience Services Ticketing Supervisor is an experienced box office professional who oversees the day-to-day operations of Steppenwolf’s box office. This role manages and trains 6–10 Audience Services Associates (part-time and full-time) and ensures a smooth, efficient ticketing experience for patrons using Tessitura CRM. During live performances, the primary focus is managing will-call shifts and providing consistent, excellent customer service. This position requires regular evening and weekend availability and reports to the Associate Director of Audience Services.

Key Responsibilities

Staff Supervision

• Hire, train, and evaluate 6-10 Ticketing Associates, covered under the IATSE 750 Collective Bargaining Agreement (CBA).
• Interpret and implement CBA policies.
• Balance and assign Ticketing Associate responsibilities.
• Represent Steppenwolf in all interactions with unionized staff.
• Maintain detailed performance documentation and manage disciplinary conversations in collaboration with the Associate Director.
• Communicate and implement current and revised staffing policies.
• Provide regular updates and departmental communications to staff.
• Collect availability and create monthly schedules for all programming and special events.
• Partner with the Associate Director to forecast staffing needs, contribute to budget planning, and support hiring strategies.

Box Office Management

• Maintain documentation of box office policies and procedures.
• Serve as the on-site floor manager, answering staff questions and handling escalated patron interactions.
• Oversee will-call shifts for live performances, frequently working evenings and weekends. Responsibilities include:
• Handling cash/checks and reconciling daily income.
• Seating, printing, and processing third-party tickets.
• Releasing unused holds and allocations.
• Operating a will-call station or circulating between box offices as needed.
• Writing and distributing post-show box office reports.
• Lead ticketing staff meetings and facilitate ongoing training with Audience Services team members.
• Serve as Tessitura technical support in collaboration with the Audience Services team.
• Assist with building, testing, and troubleshooting offers, pricing rules, memberships, and promotional codes.
• Support event builds, back-end setup strategies, and other Tessitura-related projects as needed.
• Collaborate with the Front of House Supervisor to ensure consistent customer service across teams FOH and Ticketing teams
• Communicate key marketing messages, campaign updates, and departmental information to the Associates.
• Manage charity voucher donations: track requests, create/issue vouchers, and maintain accurate records.
• Work with Ticketing Associates to process group sales (10+).
• Fill in for Associates when needed (calls, emails, comp requests, etc.)

Third-Party Ticket Sales

• Manage relationships with vendors (Goldstar, Hottix, TodayTix) for Main Series and Steppenwolf for Young Adults productions.
• Strategize ticket allocations and price points for each vendor.
• Add/release vendor holds in Tessitura.
• Reconcile income and maintain accurate sales/revenue data.

Office & Equipment Management

• Maintain office supplies and marketing materials in the box office.
• Reconcile cash and checks; deposit funds as required.
• Troubleshoot Boca ticket printers.
• Partner with IT to manage box office phone systems (hours, greetings, etc.)

Qualifications

• 2+ years of customer service experience, preferably in a live performance box office.
• 2+ years working with ticketing software (Tessitura preferred).
• Demonstrated commitment to creating a safe and accessible environment for staff and patrons.
• Strong written and verbal communication skills, with emphasis on phone service.
• Excellent organizational skills and attention to detail.
• Flexible availability (daytime, evening, and weekend hours vary by performance schedule).
• Proficiency with Microsoft Office and Google Suite.

Compensation:

Salary range: $41,155 – $44,749 with excellent benefit package for full time employees, including medical, dental, vision insurance, short-term and long-term disability insurance, life insurance, vacation pay, paid sick time, personal days, Ventra transit benefit program, employee assistance program and 401(k) matching retirement program.

How to apply:

Interested candidates should submit a cover letter and professional resume through the link provided.
NO PHONE CALLS OR EMAILS PLEASE

About Steppenwolf:

Steppenwolf Theatre Company is the nation’s premier Ensemble Theater with 49 members who are among the top actors, playwrights and directors in the field. Thrilling, powerful, groundbreaking productions — from Balm in Gilead and Grapes of Wrath to August: Osage County, Downstate and The Brother/Sister Plays — have made this theatre legendary. Founded in 1976, Steppenwolf started as a group of teens performing in the basement of a church. Today, the company’s artistic force remains rooted in the original vision of its founders: an artist-driven theatre, whose vitality is defined by its appetite for bold and innovative work. Every aspect of Steppenwolf is rooted in its Ensemble ethos, from the intergenerational artistic programming to the multi-genre performance series LookOut, to the nationally recognized work of Steppenwolf Education and Engagement which serves nearly 15,000 teens annually. While grounded in the Chicago community, more than 40 original Steppenwolf productions have enjoyed success nationally and internationally, including Broadway, Off-Broadway, London, Sydney, Galway and Dublin. Steppenwolf also holds accolades that include the National Medal of Arts, 12 Tony Awards, two Pulitzer Prize-winning commissions and more. Led by Artistic Directors Glenn Davis and Audrey Francis, Executive Director Brooke Flanagan and Board of Trustees Chair, Keating Crown — Steppenwolf continually redefines the landscape of acting and performance.

For additional information, visit steppenwolf.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr.

Steppenwolf Mission:

Steppenwolf strives to create thrilling, courageous and provocative art in a thoughtful and inclusive environment. We succeed when we disrupt your routine with experiences that spark curiosity, empathy and joy. We invite you to join our ensemble as we navigate, together, our complex world.

Steppenwolf Core Values:

Equity + Inclusion
Integrity + Curiosity
Courage + Collaboration
Accountability + Leadership

Steppenwolf Theatre Company is an equal opportunity and affirmative action employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Steppenwolf complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.