Summary: The Patron Service Manager ensures an exceptional patron experience for the Gambrell Center for the Arts by anticipating patron needs, exceeding expectations, and creating a “wow” factor for guests. This position reports to the Executive Director of the Gambrell Center and manages a comprehensive set of responsibilities (marketing, ticket office, volunteers, and donor relations) to ensure the comfort and safety of guests.

The Patron Services Manager is responsible for establishing and implementing financial and operational procedures necessary to manage annual ticket sales, event volunteers, and walk-in inquiries. This role requires a dependable, self-motivated, conscientious individual capable of organizing a professional box office that delivers a high level of personalized customer service in a high-traffic not-for-profit environment. The work is detail-oriented and varies greatly from day to day, given the ongoing organizational transition to a fully staffed, operating facility.

This full-time position is exempt from provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay or compensatory time off for additional hours worked.

Essential Duties and Responsibilities
Box Office & Member Management

• Oversee all Box Office operations – processing single, season, and group ticket orders in a timely and accurate manner.
• Establish procedures and policies that ensure excellent service to patrons, subscribers, donors, volunteers, and patrons with special needs.
• Manage Box Office computerized ticketing system, set up events, reports, and maintain accurate patron and donor records.
• Maintain membership database, send out renewals, and prepare monthly membership reports .
• Work with the Executive Director to develop and implement marketing strategies that generate ticket sales, ad sales, and media trades that meet budgeted income goals. Cultivate new audiences through target marketing initiatives. Promote facility use.
• Work with Marketing on mailing lists, customer service, and special sales programs.
• Work with facility renters to set up effective box office services.
• Research artists, art forms, and industry and community trends, and educate staff.
• Assist with implementing corporate and media sponsorships. • Create and manage an engaging social media presence on all platforms and protect the organizational brand. Ensure the theatre and events are accurately represented in the Media.
• Greet and direct walk-in traffic. Coordinate with the Executive Director for consistent window and phone coverage during business hours.

Event Staff Supervision

• Enforce theatre policies and procedures and implement safety/emergency procedures.
• Schedule, train, and supervise seasonal box office clerk(s) to ensure competency in all computer, financial, and customer service operations.
• Recruit, train, and schedule volunteer ushers, ticket takers, and bag checkers. Supervise and manage the Volunteer program.
• Schedule, train, and supervise part-time staff and house managers.
• House management and event coordination duties as needed.

Financial Reporting

• Establish and enforce box office procedures that ensure financial accountability for all staff.
• Work closely with the campus finance office to ensure all required fiscal requirements are met for tax, auditing, patron, and internal reporting and control.
• Create weekly, show, and annual reports for settlement, fiscal control, and general box office reporting.

Non-Essential Duties

Other duties may be assigned as needed to achieve the Gambrell Center and university goals.

Experience, Knowledge, and Skills

• Two years of management, customer service, and staff supervision experience, Box Office experience preferred.
• Two years of computer experience – Access, Word, and Excel skills a plus.
• Proven skills in recruiting, selecting, and developing a cohesive, high-performing team.
• Effective skills in budgeting, planning, and scheduling.
• Demonstrated an organized and unflappable approach to work.
• Creative problem solver able to work effectively and efficiently with minimal supervision.
• Strong team player and positive can-do approach to work and challenges.
• Proven experience fostering a professional work environment that encourages teamwork and promotes diversity and inclusivity.
• Excellent verbal, written, interpersonal, and customer service skills and experience interacting with multiple and diverse constituencies (patrons, vendors, faculty, staff, community partners).
• Demonstrated organization and follow-up/follow-through skills to ensure objectives are met within established timeframes.
• Well-developed attention to detail, accuracy, and timeliness to effectively prioritize assignments and competing demands to meet given deadlines and objectives.
• Possess high levels of professional acumen, judgment, and leadership to serve in a variety of capacities, as needed, in the absence of the Executive Director.
• Proven ability to work effectively independently and as a member of a team.
• Bachelor’s degree or equivalent combination of experience and education.
• Must be willing and able to work a flexible schedule to meet the requirements of the position, including early mornings, nights, weekends, and holidays.

Additional Information

Physical Requirements (with or without reasonable accommodation) require the ability to:

• Remain in a stationary position for extended periods (5+ hours) of time.
• Move about inside the workspace and performance spaces to access resources and office equipment, and attend meetings across campus regularly.
• Exchange accurate information with co-workers and clients frequently.
• Read reports, create presentations, use a computer system, most of the time.
• Communicate with patrons, co‐workers, clients, and vendors most of the time.
• Write, type, and use the computer, telephone, copier, and other office equipment systems, most of the time.
• Exert moderate force to move objects, occasionally. Must be able to stand, walk, stoop, kneel, or crouch. Must regularly lift and/or move up to 1 pound, and occasionally lift and/or move up to 50 pounds.
• Think critically, concentrate on the task at hand, and respond quickly to changes in conditions, most of the time.

Work Conditions

• Must be willing and able to work a flexible schedule to meet the requirements of the position, including early mornings, nights, weekends, and holidays.
• Work in office and performance environments and outdoors, involving contact with patrons, students, faculty, staff, visitors, parents, service providers, and vendors.
• Work has deadlines, multiple interruptions, high volume, and may be stressful at times.
• The noise level in the work environment is usually moderate. Temperatures can vary from location to location, with some events being held outside.

This description is not intended to be an all-inclusive list of duties and responsibilities of this position, nor is it intended to be an exhaustive list of skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position.

Application Process

Does this sound like a good fit? Submit the following:

1. A cover letter addressing the position qualifications and experience.

2. Current résumé

3. Three professional references

Applications received by November 7, 2025, will receive first consideration. Queens will continue to accept applications until the position is filled.

Click HERE to apply, and to read the full position description.

About the Gambrell Center 

On the oak-lined corner of Selwyn and Wellesley in the heart of Charlotte’s Myers Park neighborhood, Queens University has provided a home for fine arts programs since 1966.  In 2020, this artistic home was transformed into the Sarah Belk Gambrell Center for the Arts and Civic Engagement, expanding to 63,000 SF to include even more of the campus’s creative programs.  This vibrant cultural center now boasts acoustically stunning theatres and light-filled galleries as well as 3 floors of state-of-the-art learning spaces for academic arts programs.  Annually hosting over 500 events and 60,000 visitors, the Gambrell Center is the creative heartbeat of the campus featuring world-class touring artists and campus cultural programs that comprise the Arts at Queens. Gambrell also hosts community events and serves as convenor for a wide array of campus/community collaborative endeavors.  

About Queens University of Charlotte

Located in the heart of the nation’s second fastest growing metropolitan area, Queens University of Charlotte leverages the city’s diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors.