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Manager, Ticket Operations

3 months ago

Lawrenceville, United States teamworkonline Full time
The Gwinnett Stripers are the Triple-A affiliate of the Atlanta Braves, and are entering their 15th season at Coolray Park in Lawrenceville, GA. The Stripers are a proud member of Diamond Baseball Holdings, which was formed in 2021 to support, promote, and enhance Minor League Baseball through professional management, best practices, innovation, and investment. 

The Stripers are seeking an experienced, creative, analytical, service oriented professional to spearhead our ticket operations team. The Manager, Ticket Operations will manage all aspects of ticket operations, ticket printing, ticket fulfillment, ticket data management, customer service, game day box office operations, event day box office operations, season ticket sales, administrative information systems, and sales reporting. The Manager, Ticket Operations will work closely with the Ticket Sales, Partnerships, and Marketing teams. 

Essential Duties and Responsibilities
  • Lead the creation, development, and maintenance of ticketed events through team’s ticketing system: TicketMaster.
  • Assist with creating, managing, plans, promo codes, and other ticketing system programming needs.
  • Work with TicketMaster to submit qualifiers for pre-sales and promotions, update event information, and troubleshoot pending issues.
  • Manage, maintain, and optimize stadium seating inventory for all ticket types.
  • Coordinate with the Ticket Sales team on venue and seating inventory for games and events.
  • Assess trends within the industry as well as within the local ticket data to optimize ticket revenue and market potential. 
  • Oversee ticketing reports to management, ownership, and accounting.
  • Manage all game/event box-office operations and staff.  
  • Serve as a point of contact for all ticket related questions and box office inquiries.
  • Coordinate with sales department for all ticketing, fulfillment, and service needs of ticket holders.
  • Support Ticket Sales and Corporate Partnerships staff with order processing, payments, and reporting.
  • Staff and support ticket operations and sales for stadium events when necessary. 
  • Fulfill approved ticket donation requests. 
  • Provide ticket sales reports and attendee analytics to management. 
  • Track and follow-up on missed and failed ticket payments, as well as any other ticketing payment discrepancies.
  • Train and incentivize gameday staff to upsell and provide positively amazing service. 
  • Serve as primary contact with TicketMaster and work closely with our representatives to fulfill tasks. 
  • Other duties as assigned.

Qualifications
  • Bachelor's degree from an accredited College or University or equivalent industry experience
  • Minimum 2-3 years of Box Office experience either in a supervisor or lead role.
  • Proficient in Microsoft Office, especially Microsoft Excel. 
  • Experience and working knowledge of ticketing systems and applications, preferably TicketMaster (Archtics, Host, TM1).
  • Must have strong initiative and work ethic and be able to function without supervision.
  • Ability to perform under pressure and in a fast-paced environment. 
  • Capability to manage a high level of detail across multiple projects and to prioritize efficiently.
  • Superb customer service skills and the ability to effectively communicate with guests. 
  • Strong communication and customer service skills.
  • Working knowledge of MS Word, Excel, Power Point, Outlook and other computer skills.
  • Prior experience with a ticketing system (TicketMaster) and a CRM (KORE) preferred.Attention to detail and a commitment to excellence is a must.
  • Ability to work nights, weekends, and holidays as dictated by events.
  • High level of professionalism with a strong work ethic and the ability to work in a team setting.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.