The Associate Director, Box Office and Audience Experience is responsible for the overall direction and success of the SLSO’s ticketing operations. Reporting to the Director of Marketing, this individual plays a crucial role in the Marketing department’s pricing strategies and patron purchasing experience, and serves as a resource for Tessitura, the SLSO’s ticketing and CRM software. This individual needs to become well-versed in all SLSO programs and events to offer excellent customer service and creative problem-solving that aligns with the SLSO’s goals, values, and brand identity.

In addition to ensuring that daily Box Office operations and customer service standards are continually upheld and improved, the Associate Director is instrumental in guiding future planning for the organization by staying up to date on new technologies and industry trends, attending conferences and continued learning courses, and collaborating with colleagues across the organization. The Associate Director finds new and innovative ways to improve ticketing and the audience experience at large.

The successful candidate is a team leader with a strategic approach to customer service challenges, rooted in strong experience with people and software. This position requires flexible day, evening, and weekend hours.

RESPONSIBILITIES:

• Directly supervise the Manager, Box Office and Audience Experience and Box Office Supervisor, in addition to guiding the staffing and onboarding strategies of the team of Box Office Sales Associates
• Foster continually high standards of customer service throughout the scope of the patron experience, from point-of-purchase to attendance, identifying opportunities to increase return visits for first time visitors and creatively promote the SLSO’s subscription model
• Facilitate coordination between the Box Office and Front of House teams to set and implement the audience experience expectations for the organization
• Project manager for Tessitura season set-up, maintenance, and subscription renewal process. Oversee new seating map builds, ensuring accuracy of inventory, availability, and hold management
• Provide guidance on pricing strategy, fees, and subscriber benefit alignment
• Serve as the primary contact for the SLSO’s external ticketing partners, maintaining a high level of communication while diligently managing our shared inventory
• Lead the Box Office team’s VIP Services as a point person for high level donors, media, community partners, and institutional sponsors. Work as part of the Box Office team, processing orders and supervising concert shifts
• Evaluate departmental policies and make suggestions as necessary regarding policy and procedure adjustments, software update needs/training, and patron protocols
• Collaborate with Manager, Box Office and Audience Experience to implement staff appreciation programs, incentive programming and tracking of engagement
• Analyze effectiveness of promotions and provide recommendations for new approaches
• Proofread printed materials for accuracy, as necessary, with special attention to correct dates, pricing, and event breakdown according to series

REQUIREMENTS:

• 3-5 years+ of box office and ticketing experience with significant supervisory experience.
• Strong knowledge and experience with customer relationship management (CRM) and ticketing software. Experience with Tessitura is highly preferred.
• Strong independent judgement and problem-solving skills; able to negotiate diverse personalities and build effective teams.
• Exceptional attention to detail and ability to work in a fast-paced, high-demand team environment.
• Thorough knowledge of successful customer service techniques and the value of quality customer service. Excellent verbal communication in person and on the telephone.
• Proficient use of Microsoft Office Suite. Ability to summarize data and information for high-level reporting.
• Ability to maintain composure and diffuse difficult situations with external and internal contacts.
• Ability to keep data confidential.
• Commitment to the St. Louis Symphony Orchestra’s mission and programming. Knowledge of or background in orchestral music is preferred.

About the St. Louis Symphony Orchestra

Celebrated as one of today’s most exciting and enduring orchestras, the St. Louis Symphony Orchestra is the second-oldest orchestra in the country, marking its 144th year with the 2023/2024 season and its fifth with Stéphane Denève, The Joseph and Emily Rauh Pulitzer Music Director. Widely considered one of the leading American orchestras, the Grammy® Award-winning SLSO maintains its commitment to artistic excellence, educational impact, and community collaborations—all in service to its mission of enriching lives through the power of music. 

The core of the SLSO’s artistic foundation is its dynamic partnership with Denève, whose energetic musicianship, visionary storytelling, and collaborative spirit have created stronger connections with local and visiting artists, as well as advanced the SLSO’s role as a leader in music education. The SLSO musical family also includes two resident choruses: the St. Louis Symphony Chorus, founded in 1976, performs choral-orchestral music from the Baroque era to today; and the St. Louis Symphony IN UNISON Chorus, founded in 1994, focuses on the performance and preservation of music from the African diaspora. The St. Louis Symphony Youth Orchestra, founded by Conductor Laureate Leonard Slatkin in 1970, is the region’s premiere training orchestra for high school and college students.

In March 2023, the SLSO broke ground on a 65,000-square foot expansion and renovation of the orchestra’s home, Powell Hall—the first major renovation project at the historic Grand Center building since it became the SLSO's permanent home in 1968. Led by the internationally acclaimed architecture firm Snøhetta, the project will transform the audience and artistic experience while protecting Powell Hall's historic character and celebrated acoustics, creating a state-of-the art center for community, innovation, and powerful music experiences. While construction is underway, the SLSO will perform throughout the community. The revitalized Powell Hall will open in 2025 to coincide with the building's centennial.

An integral part of the vibrant St. Louis community, the SLSO enjoys a long history of robust and enduring artistic collaborations with individuals and organizations locally and around the world. Orchestra musicians share dozens of education and community performances throughout the region each year at medical facilities, places of worship, community centers, and schools. For 20 years, the St. Louis Symphony Orchestra: Live at the Pulitzerseries has highlighted today’s leading musical voices through innovative performances in collaboration with, and reaction to the exhibitions at, the Pulitzer Arts Foundation. The SLSO has served as the resident orchestra for Opera Theatre of Saint Louis for more than 45 years. The orchestra also continues to foster new artistic collaborations, including a chamber music collaboration with The Sheldon in 2023/2024, as well as regular partnerships with The Muny, The Big Muddy Dance Company, the Saint Louis Art Museum, and others. Beyond the St. Louis region, the SLSO's impact is realized through Saturday night concert broadcasts on St. Louis Public Radio and Classic 107.3, acclaimed recordings, regular touring activity, and a digital portfolio that includes a robust online education platform with curriculum materials, interactive programs, activities, and learning opportunities for all ages.

Since the arrival of Marie-Hélène Bernard as President and CEO in 2015, the SLSO has aligned its mission to make music more accessible, while fostering a culture welcoming to all. Building on its momentum, the SLSO serves as a convener of individuals, creators, and ideas, and is committed to building community through compelling and inclusive musical experiences. As it continues its longstanding focus on equity, diversity, inclusion, and access, the SLSO embraces its strengths as a responsive, nimble organization, while investing in partnerships locally and elevating its presence globally. For more information, visit slso.org.