BOX OFFICE SENIOR COORDINATOR, SALES & SERVICES
About the role
Introducing the National Arts Centre
The National Arts Centre (NAC) is Canada's bilingual, multi-disciplinary home for the performing arts. The NAC presents, creates, produces, and co-produces performing arts programming in various streams-the NAC Orchestra, Dance, English Theatre, French Theatre, Indigenous Theatre, and Popular Music and Variety-and nurtures the next generation of audiences and artists from across Canada. The NAC is located on the traditional, unceded, unsurrendered territory of the Anishinabe Algonquin Nation.
At the National Arts Centre, we believe the performing arts are vital to the human experience. A house of dreams for the Canadian performing arts, we work with artists and arts organizations from across this land to revitalize our sector.
Curious to learn more? Read our 2023-2026 Strategic Plan, The Journey Ahead.
Equity, Diversity, Inclusion, Anti-Racism and Accessibility
We are on a journey, committed to ensuring that equity, diversity, inclusion, accessibility, anti-racism and reconciliation with Indigenous peoples will guide our actions.
The NAC welcomes applications from candidates who can help us meet our vision, and contribute to the diversity of lived experiences, perspectives, and approaches. When you join the NAC, you will be part of an inclusive community working hard to dismantle barriers to employees' well-being, access, potential, and success. The NAC actively seeks candidates who identify as women, Indigenous, Black, Persons of Colour (IBPoC), members of 2SLGBTQIA+ communities, and people with disabilities. We encourage you to self-identify in the recruitment process.
Job Number: J0725-0394
Job Title: BOX OFFICE SENIOR COORDINATOR, SALES & SERVICES
Employment Type: Full-Time, Term
Job Category: Visitor Experience
Open Positions: 1
Posting Date: July 14, 2025
Closing Date: July 24, 2025
Salary: $73,900.00 - $92,300.00/Year
Language Requirement: Bilingual
Working Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. (35 hours per week) (congé de maternité, contrat de 17 mois)
Job Reports To: Associate Director, Visitor Experience
Key Activities
Reporting to the Associate Director of Visitor Experience, the Box Office Senior Coordinator supports the strategic direction and leads the daily operations of the Box Office Sales and Service Team. As a member of the Box Office Management Team, they ensure the consistent delivery of outstanding visitor experiences across all points of interaction.
The Senior Coordinator contributes to the development and implementation of Box Office initiatives that align with and support the broader goals of programming, audience engagement, development, and visitor experience. This role helps bridge day-to-day operations with long-term planning, keeping service standards and technical processes up to date while encouraging strong communication and teamwork.
Working collaboratively with the Box Office Management Team, the Senior Coordinator oversees scheduling, staffing, and ticketing logistics for the Box Office Sales & Service team, aligning operational support with the specific needs of internal departments (e.g., Programming, Marketing) and external partners (e.g., promoters, vendors) to ensure smooth event execution and optimal customer experience. They help develop and deliver training programs, provide coaching and support to staff, assist with scheduling and the adoption of new technologies, and participate in quality assurance efforts to maintain service excellence.
- Team Leadership & Development: Manages, supports, and mentors the Sales & Service team—including a unionized staff of ~20 teammates—ensuring high performance and consistent service standards;
- Recruitment & Onboarding: Leads hiring, onboarding, and continuous development of the Box Office Sales & Service team;
- Training & Coaching: Develops and evaluates customer service strategies and training materials to promote excellence across the Sales & Service team; Collaborates with internal teams to identify skill gaps and performance needs; Solicits and analyzes feedback from customers and staff to shape coaching, training programs, and visitor experience improvements; Designs and implements targeted development initiatives, providing ongoing coaching and support to ensure consistent, high-quality service;
- CRM & Systems Optimization: Works in partnership with other NAC departments to help implement updates and improvements to CRM ticketing systems, ticketing workflows and related processes; Analyzes customer feedback to inform CRM initiatives and enhance engagement strategies;
- Customer Experience Strategy: Contributes to service excellence initiatives and policies that elevate the visitor experience; Collaborates on service excellence programs and training materials that elevate the customer experience and support organizational goals;
- Communication & Coordination: Resolves escalated operational issues collaboratively, leveraging cross-functional partnerships to implement effective solutions; Edits, revises, and manages customer-facing content across website, email, and subscription campaigns to maintain clarity, tone, and service alignment; Serves as a point of contact between the box office, internal stakeholders, and external partners—aligning logistical needs for new ticketing initiatives and ensuring consistent, timely communication;
- Operational & Cross-Functional Collaboration: Collaborates on cross-functional initiatives, contributing insights that drive operational efficiency, elevate visitor satisfaction, and optimize box office performance;
- Strategic Planning & Performance Management: Partners with Box Office Senior Leadership to define team goals and monitor progress using performance data and key metrics; Contributes to strategic planning by analyzing insights, adjusting approaches, and ensuring alignment with organizational objectives; Conducts formal annual performance review for one direct report, and facilitates informal performance discussions and feedback sessions with the broader Sales & Service team throughout the year;
- Compliance & Standards: Contributes to compliance initiatives by ensuring consistent adherence to cash handling protocols, organizational policies, and data security standards.
Skill Requirements
- Minimum of three (3) years of related work experience;
- Post-secondary studies in communications or a related field (or professional experience in lieu of formal study);
- Demonstrated success in staff development, workflow optimization, and customer experience leadership;
- Proficient in CRM systems, including Tessitura and Archtics, with strengths in data analysis and audience engagement strategies;
- Skilled in problem-solving, critical thinking, and navigating complex operational challenges with professionalism and emotional intelligence;
- Highly organized, detail-oriented, and able to manage multiple priorities efficiently;
- Technically adept with Microsoft Office Suite and collaborative platforms like Microsoft Teams;
- Familiarity with performing arts ticketing models, donor relations, and compliance standards;
- Committed to punctuality, reliability, and maintaining high standards of integrity;
- Ability to communicate effectively in both official languages.
Who Can Apply
Persons residing in Canada and Canadian citizens residing abroad. Preference will be given to Canadian citizens.
As part of NAC's interview process, in-person interviews may be required. Please ensure to have the most up-to-date information on your résumé including your current email address.
While we appreciate all applications, only those selected for an interview will be contacted by us.
Important Notice
The National Arts Centre (NAC) is committed to inclusive employee recruitment and selection. The NAC welcomes and encourages applications from people with disabilities. If you require accommodation during the selection process, please inform us as soon as possible and we will make every effort to fulfill your accommodation request.
The successful candidate will be required to provide the original or a true certified copy of their education credentials as appropriate, along with proof of a valid Criminal Background Check as a condition of employment.
About National Arts Centre
The National Arts Centre collaborates with artists and arts organizations across Canada to help create a national stage for the performing arts, and acts as a catalyst for performance, creation and learning across the country. A home for Canada's most creative artists, the NAC strives to be artistically adventurous in each of its programming streams – the NAC Orchestra, Dance, English and French Theatre, as well as the Scene festivals and NAC Presents, which showcase established and emerging Canadian artists. The organization is at the forefront of youth and educational activities, offering artist training, programs for children and youth, and resources for teachers in communities across Canada. The NAC is also a pioneer in new media, using technology to teach students and young artists around the globe, by creating top-rated podcasts, and providing a wide range of NACO concerts on demand.
Le Centre national des Arts collabore avec des artistes et des organisations artistiques partout au Canada afin de créer une vibrante scène nationale dans le domaine des arts du spectacle, et agit comme catalyseur de la diffusion, de la création et de la transmission des savoirs d'un bout à l'autre du pays. Carrefour des plus grands talents créateurs canadiens, le CNA privilégie les choix audacieux dans chacun de ses volets de programmation : l'Orchestre du CNA, la Danse et le Théâtre français et anglais, sans oublier le festival Scène et CNA Présente, qui mettent en valeur des artistes canadiens, tant émergents qu'établis. Il est aux avant-postes en matière de programmation enfance-jeunesse et d'activités éducatives, procurant de la formation aux artistes et des ressources aux enseignants des quatre coins du pays. Il fait aussi œuvre de pionnier dans l'utilisation des nouveaux médias en offrant du téléenseignement à des élèves et des jeunes artistes du monde entier, en créant des fichiers balados très prisés et en proposant un large éventail de concerts sur demande de l'OCNA.
BOX OFFICE SENIOR COORDINATOR, SALES & SERVICES
About the role
Introducing the National Arts Centre
The National Arts Centre (NAC) is Canada's bilingual, multi-disciplinary home for the performing arts. The NAC presents, creates, produces, and co-produces performing arts programming in various streams-the NAC Orchestra, Dance, English Theatre, French Theatre, Indigenous Theatre, and Popular Music and Variety-and nurtures the next generation of audiences and artists from across Canada. The NAC is located on the traditional, unceded, unsurrendered territory of the Anishinabe Algonquin Nation.
At the National Arts Centre, we believe the performing arts are vital to the human experience. A house of dreams for the Canadian performing arts, we work with artists and arts organizations from across this land to revitalize our sector.
Curious to learn more? Read our 2023-2026 Strategic Plan, The Journey Ahead.
Equity, Diversity, Inclusion, Anti-Racism and Accessibility
We are on a journey, committed to ensuring that equity, diversity, inclusion, accessibility, anti-racism and reconciliation with Indigenous peoples will guide our actions.
The NAC welcomes applications from candidates who can help us meet our vision, and contribute to the diversity of lived experiences, perspectives, and approaches. When you join the NAC, you will be part of an inclusive community working hard to dismantle barriers to employees' well-being, access, potential, and success. The NAC actively seeks candidates who identify as women, Indigenous, Black, Persons of Colour (IBPoC), members of 2SLGBTQIA+ communities, and people with disabilities. We encourage you to self-identify in the recruitment process.
Job Number: J0725-0394
Job Title: BOX OFFICE SENIOR COORDINATOR, SALES & SERVICES
Employment Type: Full-Time, Term
Job Category: Visitor Experience
Open Positions: 1
Posting Date: July 14, 2025
Closing Date: July 24, 2025
Salary: $73,900.00 - $92,300.00/Year
Language Requirement: Bilingual
Working Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. (35 hours per week) (congé de maternité, contrat de 17 mois)
Job Reports To: Associate Director, Visitor Experience
Key Activities
Reporting to the Associate Director of Visitor Experience, the Box Office Senior Coordinator supports the strategic direction and leads the daily operations of the Box Office Sales and Service Team. As a member of the Box Office Management Team, they ensure the consistent delivery of outstanding visitor experiences across all points of interaction.
The Senior Coordinator contributes to the development and implementation of Box Office initiatives that align with and support the broader goals of programming, audience engagement, development, and visitor experience. This role helps bridge day-to-day operations with long-term planning, keeping service standards and technical processes up to date while encouraging strong communication and teamwork.
Working collaboratively with the Box Office Management Team, the Senior Coordinator oversees scheduling, staffing, and ticketing logistics for the Box Office Sales & Service team, aligning operational support with the specific needs of internal departments (e.g., Programming, Marketing) and external partners (e.g., promoters, vendors) to ensure smooth event execution and optimal customer experience. They help develop and deliver training programs, provide coaching and support to staff, assist with scheduling and the adoption of new technologies, and participate in quality assurance efforts to maintain service excellence.
- Team Leadership & Development: Manages, supports, and mentors the Sales & Service team—including a unionized staff of ~20 teammates—ensuring high performance and consistent service standards;
- Recruitment & Onboarding: Leads hiring, onboarding, and continuous development of the Box Office Sales & Service team;
- Training & Coaching: Develops and evaluates customer service strategies and training materials to promote excellence across the Sales & Service team; Collaborates with internal teams to identify skill gaps and performance needs; Solicits and analyzes feedback from customers and staff to shape coaching, training programs, and visitor experience improvements; Designs and implements targeted development initiatives, providing ongoing coaching and support to ensure consistent, high-quality service;
- CRM & Systems Optimization: Works in partnership with other NAC departments to help implement updates and improvements to CRM ticketing systems, ticketing workflows and related processes; Analyzes customer feedback to inform CRM initiatives and enhance engagement strategies;
- Customer Experience Strategy: Contributes to service excellence initiatives and policies that elevate the visitor experience; Collaborates on service excellence programs and training materials that elevate the customer experience and support organizational goals;
- Communication & Coordination: Resolves escalated operational issues collaboratively, leveraging cross-functional partnerships to implement effective solutions; Edits, revises, and manages customer-facing content across website, email, and subscription campaigns to maintain clarity, tone, and service alignment; Serves as a point of contact between the box office, internal stakeholders, and external partners—aligning logistical needs for new ticketing initiatives and ensuring consistent, timely communication;
- Operational & Cross-Functional Collaboration: Collaborates on cross-functional initiatives, contributing insights that drive operational efficiency, elevate visitor satisfaction, and optimize box office performance;
- Strategic Planning & Performance Management: Partners with Box Office Senior Leadership to define team goals and monitor progress using performance data and key metrics; Contributes to strategic planning by analyzing insights, adjusting approaches, and ensuring alignment with organizational objectives; Conducts formal annual performance review for one direct report, and facilitates informal performance discussions and feedback sessions with the broader Sales & Service team throughout the year;
- Compliance & Standards: Contributes to compliance initiatives by ensuring consistent adherence to cash handling protocols, organizational policies, and data security standards.
Skill Requirements
- Minimum of three (3) years of related work experience;
- Post-secondary studies in communications or a related field (or professional experience in lieu of formal study);
- Demonstrated success in staff development, workflow optimization, and customer experience leadership;
- Proficient in CRM systems, including Tessitura and Archtics, with strengths in data analysis and audience engagement strategies;
- Skilled in problem-solving, critical thinking, and navigating complex operational challenges with professionalism and emotional intelligence;
- Highly organized, detail-oriented, and able to manage multiple priorities efficiently;
- Technically adept with Microsoft Office Suite and collaborative platforms like Microsoft Teams;
- Familiarity with performing arts ticketing models, donor relations, and compliance standards;
- Committed to punctuality, reliability, and maintaining high standards of integrity;
- Ability to communicate effectively in both official languages.
Who Can Apply
Persons residing in Canada and Canadian citizens residing abroad. Preference will be given to Canadian citizens.
As part of NAC's interview process, in-person interviews may be required. Please ensure to have the most up-to-date information on your résumé including your current email address.
While we appreciate all applications, only those selected for an interview will be contacted by us.
Important Notice
The National Arts Centre (NAC) is committed to inclusive employee recruitment and selection. The NAC welcomes and encourages applications from people with disabilities. If you require accommodation during the selection process, please inform us as soon as possible and we will make every effort to fulfill your accommodation request.
The successful candidate will be required to provide the original or a true certified copy of their education credentials as appropriate, along with proof of a valid Criminal Background Check as a condition of employment.
About National Arts Centre
The National Arts Centre collaborates with artists and arts organizations across Canada to help create a national stage for the performing arts, and acts as a catalyst for performance, creation and learning across the country. A home for Canada's most creative artists, the NAC strives to be artistically adventurous in each of its programming streams – the NAC Orchestra, Dance, English and French Theatre, as well as the Scene festivals and NAC Presents, which showcase established and emerging Canadian artists. The organization is at the forefront of youth and educational activities, offering artist training, programs for children and youth, and resources for teachers in communities across Canada. The NAC is also a pioneer in new media, using technology to teach students and young artists around the globe, by creating top-rated podcasts, and providing a wide range of NACO concerts on demand.
Le Centre national des Arts collabore avec des artistes et des organisations artistiques partout au Canada afin de créer une vibrante scène nationale dans le domaine des arts du spectacle, et agit comme catalyseur de la diffusion, de la création et de la transmission des savoirs d'un bout à l'autre du pays. Carrefour des plus grands talents créateurs canadiens, le CNA privilégie les choix audacieux dans chacun de ses volets de programmation : l'Orchestre du CNA, la Danse et le Théâtre français et anglais, sans oublier le festival Scène et CNA Présente, qui mettent en valeur des artistes canadiens, tant émergents qu'établis. Il est aux avant-postes en matière de programmation enfance-jeunesse et d'activités éducatives, procurant de la formation aux artistes et des ressources aux enseignants des quatre coins du pays. Il fait aussi œuvre de pionnier dans l'utilisation des nouveaux médias en offrant du téléenseignement à des élèves et des jeunes artistes du monde entier, en créant des fichiers balados très prisés et en proposant un large éventail de concerts sur demande de l'OCNA.