Title:  Assistant Manager, Box Office

JOB SUMMARY

The Assistant Box Office Manager supports department leadership and oversees day-to-day box office operations on live racing, simulcast, and dark event days. The position supervises and schedules seasonal part-time staff, supports ticket and product fulfillment, manages cash inventory and operational supplies, and helps maintain ticketing, scanning, and point-of-sale systems to provide efficient operations and customer service.

This role provides hands-on operational leadership across ticket windows, gate entry, program sales and distribution, fulfillment, staffing, financial reconciliation, system troubleshooting, and event-day customer resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Box Office Operations & Administration

• Support day-to-day box office operations across live racing, simulcast, and dark event days, ensuring facility, operational, security, and customer issues are addressed promptly.
• Maintain box office and program management responsibilities, including monitoring the online ticket customer service inbox, as requested and during management absences.
• Support seasonal setup, teardown, storage, testing, and inventory tracking for Fortress secondary scanning locations, including supplies, power, and data requirements.
• Support credential submissions, fulfillment, and access-control requests through applicable third-party programs.

Ticket Fulfillment & Customer Service

• Support live racing ticket fulfillment, including ticket printing, bundling, inserts, packaging, shipping, customer resolution, eligible shipping payments, employee and department ticket pickup, and day-of-race resolution.
• Provide professional, responsive customer service and maintain open communication with management and staff to resolve customer concerns and service failures.
• Personally staff a box office window, entry gate turnstile, or program booth as needed and serve as a point of contact for internal ticket and program inquiries.

Staffing, Training & Team Support

• Schedule seasonal staff to provide adequate gate coverage and customer service support while meeting departmental labor budget expectations.
• Conduct ongoing interviews to support staffing needs for race seasons, simulcast operations, and special events.
• Complete new-hire and seasonal re-hire paperwork, submit required documentation to Human Resources, and coordinate user creation in applicable ticketing systems.
• Hold pre-shift race meetings to communicate daily offerings, available selling areas, special events and offers, and will-call information.

Race Day & Simulcast Operations

• Oversee ticket selling, gate entry, and program staff on live race and simulcast days to ensure appropriate coverage, deployment, breaks, operational support, and customer service.
• During simulcast management days, oversee staffing, program sales and distribution, ticket sales windows, gate-entry scanning, attendance reporting, and financial balancing.
• Serve as the first line of operational support for box office, program, gate-entry procedures, mailings, and customer service on live race and simulcast dates.
• Prepare cash banks and daily deposits and coordinate checkout of banks and gate-staff essentials, including keys, scanners, and passes.
• Generate live racing and simulcast reports and conduct financial and ticket audits and reconciliations for ticket, gate, and program sellers.
• Coordinate with the Program Manager and department to maintain appropriate program and supply levels and populate program allocation data for programs, racing forms, and tip sheets.

Ticketing Systems & Technical Support

• Support rollout, training, technical implementation, and ongoing operation of ticketing-related products, including parking scanners and program point-of-sale units.
• Confirm and troubleshoot scanners, turnstiles, secondary scanning locations, Ticketmaster, and Fortress systems before gates open, ensuring equipment is online and staff can access required selling systems.
• Serve as a resource for daily ticketing system operations and assist staff with software, hardware, and customer issues.
• Perform other duties as assigned.

REGULATORY

Ability to obtain and maintain a Kentucky racing license and successfully complete all applicable background check requirements.

EDUCATION AND EXPERIENCE

• Bachelor's degree from a four-year college or an equivalent combination of education and experience preferred.
• Box office or ticket operations experience preferred

REQUIRED SKILLS AND ABILITIES

• Excellent interpersonal, written, and verbal communication skills, including the ability to communicate effectively under pressure and deadlines.
• Strong customer service orientation with the ability to resolve ticketing and event-related issues using sound judgment and discretion.
• Ability to define problems, collect information, establish facts, draw valid conclusions, and interpret directions and technical diagrams.
• Strong organization, attention to detail, time management, and ability to manage multiple priorities simultaneously.
• Ability to work effectively in a team environment and communicate professionally with colleagues, clients, and the general public.
• Proficiency with Microsoft Office and related software, with the ability and willingness to learn new ticketing and operational technologies.
• Ability to use standard office equipment, including computers, printers, calculators, copiers, scanners, and telephones.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

PHYSICAL DEMANDS/ WORKING CONDITIONS:

• Regularly required to stand, walk, use hands to handle or feel, reach with hands and arms, and talk or hear.
• Frequently required to sit, climb or balance, and stoop, kneel, crouch, or crawl.
• Regularly required to lift and/or move up to 10 pounds, frequently up to 25 pounds, and occasionally up to 50 pounds.
• Requires close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.
• Work is performed both indoors and outdoors within a sports and entertainment facility and may include exposure to varying noise levels and changing weather conditions.
• Must be willing and able to work a flexible, non-traditional schedule, including nights, weekends, and holidays.
• Must be available to work all premium live racing and simulcast days, including Derby Week, Kentucky Oaks, and Kentucky Derby dates.
• Role is onsite as required to support box office, live racing, simulcast, and tickett operations at Churchill Downs Racetrack.
• Ability to stand and walk for extended periods throughout the workday and to bend and stretch as required by ticket operations.

This work is performed primarily in a business office setting within a sports and entertainment facility. Events often take place outside of traditional business hours, on weekends, and on holidays. Some areas of the facility may be noisy and subject to changing weather conditions. Churchill Downs Racetrack spans 175 acres and more than 1.5 million square feet under roof with additional entertainment facilities not protected from weather conditions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position. As the nature of business demands change so, too, may the essential functions of this position.