Manager, Ticket Operations

Job Summary

• Oversee local management of ticket sales staff related to ticket operations, including training and monitoring of the ticketing system.


• Assist Regional Director of Ticket Operations in developing policies and executive reporting processes. 


• Manage work through team’s ticketing database, Archtics, and CRM solution, Salesforce, to support necessary ticket sales, service, and operations tasks. 


• Manage the building and maintenance of ticketed events and plans through Archtics. 


• Strategically manage ticket inventory and class assignments to optimize sales and service initiatives. 


• Support ticket sales and service staff in developing and maintaining special ticket offers and programs. 


• Manage annual season ticket holder upgrade program. 


• Research issues/errors concerning printing, game summary, Account Manager, and online purchases. 


• Manage the sorting, auditing, and tracking of printed ticket inventory as needed to complete sales orders.  


• Organize players and staff ticket orders. 


• Coordinate Will Call operation for home games. 


• Provide training and direct supervision over game day staff as needed per market.


• Supervise in-person and telephone customer service on game days; handle on-site ticket related issues:  lost tickets, wheelchair exchanges, seating problems. 

• Bachelor’s Degree from accredited college or university.


• Knowledge and experience with ticketing database, Archtics, and TM Host and TM1 is strongly preferred; 

• Strong math aptitude and ability to attend to detail;


• Demonstrated ability and experience developing and coordinating multi-faceted plans and issues; 


• Ability to work long, flexible hours and needed; 


• Ability to maintain professional behavior and appearance;


• Ability to demonstrate uncompromised judgment and discretion to protect the confidentiality/privacy of others, and company documents and records;


• Strong sense of self-awareness and emotional intelligence, strong interpersonal conflict resolution, and problem-solving skills;


• Outstanding customer service and interpersonal communication skills;


• Consistently good decision-making skills, solid judgment and interpersonal effectiveness;


• Strong teamwork and relationship management skills; works effectively with all personalities to support a strong, unified sales culture;


• Interest and ability in serving others as one of the primary functions of their job;


• Self-directed and able to work independently;


• Flexible & reliable team player, both within own department and within company as a whole;


• Must possess a strong ability to manage one's own time and prioritize tasks when given clearly defined goals and objectives;