Manager, Ticketing Operations

Job Summary

This hands-on role manages the ticketing operations and ticket customer care using the existing platform with a focus on streamlining processes, driving strategy and seeking and ensuring positive customer experience.

Responsibilities:

• Assume topline responsibility for all ticket sales - whether online, onsite or via phone
• Serve as primary point of contact for troubleshooting, coordinating development and optimization
• Oversee WRG ticketing staff, including but not limited to: selection, training, development, coaching and work flow assignments.
• Develop and execute event staffing plan, including allocation of any internal resources and arranging temporary in-market support; train in-market staff to successfully sell and support assigned event(s); ensure accurate cash handling and reconciliation
• Proactively develop and implement solutions to increase revenue, enhance customer satisfaction and eliminate recurring concerns
• Explore new and innovative ways to market, sell and deliver tickets
• Develop and refine ticketing policies and procedures
• Partner with WRG staff to develop and distribute event communication related to pricing, on-sale and renewal information
• Travel to assigned events; partner with WRG staff on issues including but not limited to: credential lists, equipment set-up, logistics, promotional concerns, staffing, facility readiness and other items
• Perform end-of-event/day reconciliations and settlements
• Generate accurate, relevant and timely reporting, including but not limited to: actual vs projected sales; sales performance and trends; attendance tracking; and ticketing tiers
• Develop and deploy new event layouts, seating charts and pricing grids
• Other duties as assigned

Candidate:

• 5+ years of previous hands-on ticketing sales experience; experience with Tickets.com helpful
• Experience with programming ticket sales preferred
• Superior customer service skills
• Able to successfully juggle multiple high-priority projects
• Able to use and perform basic troubleshooting on internet-based software and/or ticketing machines
• Able to maintain calm demeanor in high-pressure situations
• Strong problem solving skills