Manager, Ticket Office
This position has been filled - Job#: 453364780
Cleveland Indians
Cleveland, OH
Administration/Management
Posted/Updated: 01/22/18
Cleveland, OH
Administration/Management
Posted/Updated: 01/22/18
Job Summary
| Description | PRIMARY PURPOSE To manage the processing of all financial allocation, deposits, safe auditing and reporting with regard to all game and special event purchases through Tickets.com. Create and enforce all financial controls and standard operating procedures with guidance from the Director of Ticket Services and the Finance Department. Oversee all group ticketing needs through collaboration with Group Sales leaders. Become a managing member of the Ticket Services and assist in the leadership of the team while directly supervising Ticket Services Processor. ROLE AND RESPONSIBILITIES TECHNICAL • Responsible for the creation and implementation of group online ticketing web links through Tickets.com and MLBAM. • Facilitate dynamic pricing in regards to set up and price changes. • Facilitate all Loaded Value events and service charges. • Act as main communication channel for Group Sales Dept. with internal customer service as a priority. • Provide regular reporting and analysis related to job responsibilities and business activities in an effort to constantly improve operational efficiencies. FINANCIAL • Complete all game and extra event Division of Receipts. • Facilitate all postseason refunds and credits. • Manage and coordinate all invoicing for contractual suite purchases. • Communicate with Ticket Sales, Groups and Customer Service to coordinate balance due payments for single game purchases. • Manage and coordinate all group invoicing, payments, and processing. • Uphold all financial controls established by the Ticket Services and Finance Departments SERVICE • Manage and coordinate all group ticket order processing through Tickets.com. • Act as main communication channel with Tickets.com for event name creation, fees, inclusive and exclusive services charges, ticket bundling, etc. while communicating setup information with the Finance Department for approval and accuracy. • Communicate with Group Sales and CPPH inventory availability for single game suite rentals. • Assist in managing, processing, and fulfilling ticket sales department ticketing needs including season ticket orders, group ticket orders, parking & terrace club orders, and other miscellaneous ticket and/or event orders as necessary. • Facilitate all postseason inventory and invoicing for all internal accounts, MLB marketing segments, and other MLB teams. • Facilitate rainout exchanges in regards to online season ticket holder exchanges, suite exchanges and rainout credits. • Assist in managing, processing, and fulfilling box office ticket window sales, service and operational needs for both Game Day and Non-Game Day activity. • Provide daily operational support for all company ticket related needs or other duties as directed by Director of Ticket Services. • Assist in management and development of single game ticket sales plans and promotions for all points of sale including Indians Team Shop, Progressive Field Box Office and Internet with a goal of increasing revenue. SUPERVISOR/LEADERSHIP • Directly supervise ticket window seller staff and vault staff during Game Day activity and manage resolutions and troubleshoot issues under a split schedule with other Ticket Service Department members as outlined and scheduled by Director of Ticket Services. • Assist Director in making critical decisions affecting business operation while keeping fans the focus of those actions. • Through coordination with Director, oversee training and development plans for processor including evaluation and workplans. |
| Requirements | Education & Experience Requirements • Minimum 4-year college degree (or similar work experience) in business with a focus in finance, retailing and/or ticketing preferred. • Minimum 1-2 years ticketing experience in Tickets.com, Ticketmaster or other ticketing systems required. • Experience with Tickets.com products preferred • Must understand the meaning of financial controls and how important they are in developing and upholding ticket processes • At least 4 years of experience in ticket order processing, accounting, public sales, and customer service • Proven history working with cash handling and safe auditing • Computer knowledge including but not limited to Microsoft Word, Excel, and Office. Role Requirements • Detail oriented with strong analytical skills • Positive attitude and strong work ethic a must • High integrity in the area of cash control and accounting • Excellent written and verbal communication skills • Ability to work independently and manage in a fast-paced environment • Ability to work in a team environment and help train and lead coworkers • Possess self-awareness with a commitment to growth and development • Required to become full member of Local 756 of the Treasurers and Ticket Sellers Union (including payment of appropriate dues) per the existing labor agreement with the Cleveland Indians. • Required to work through walk up a minimum of 75% and the entire game a minimum of 50% of all home baseball games based on job responsibilities and workload • Ability to work extended days and hours and be available for all ticket related events including weekends and holidays when necessary. • Required to work 100% of all Progressive Field single ticket on-sale events, promotional ticket events and baseball jewel events (Post Season, All-Star Game, etc.). Standard Requirements • Reads, speaks, comprehends and communicates English effectively in all communications. • Represents the Cleveland Indians in a positive fashion to all business partners and the general public. • Ability to develop and maintain successful working relationship with members of the Front Office. • Ability to act according to the organizational values at all times. • Ability to work with multicultural populations and have a commitment to fairness and equality. • Ability to walk, sit or stand for an entire shift. • Ability to work extended days and hours, including holidays and weekends. |
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