Director Of Ticketing and Systems Optimization

1 month ago

New York, United States teamworkonline Full time

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to many of the worldâs most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

Position Summary:

On Location is seeking an experienced Director of Ticketing and Systems Optimization to oversee the strategic development and execution of initiatives for our newly launched major premium experiences and hospitality program for the FIFA World Cup 26â¢. This role demands a blend of high-level analytical skills, technical expertise, client relations, and operational excellence. The ideal candidate should have extensive experience in ticket operations, ticketing system management, data analysis, customer service, and hospitality program management, with a strong focus on ensuring the system operates at scale without major friction.

Major Responsibilities:

1) Strategic Leadership:

  • Provide strategic direction and leadership to optimize the performance and efficiency of the ticketing system.

  • Develop and implement comprehensive strategies that ensure the ticketing system supports the overall goals of the hospitality program.

  • Collaborate with senior management to align ticketing strategies with organizational objectives.

2) Ticketing System Performance:

  • Ensure the ticketing system operates at scale, handling high volumes of transactions seamlessly and efficiently.

  • Monitor and analyze ticketing system performance metrics to identify areas for improvement and implement proactive solutions.

  • Coordinate with ticketing providers to implement system enhancements and resolve issues promptly.

  • Ensure the ticketing systemâs reliability, scalability, and security throughout the event to prevent any major friction.

  • Work with systems provider and event organizer to develop and implement contingency plans to address potential system failures or disruptions.

3) Ticket Operations:

  • Manage the end-to-end creation, allocation, sale, and distribution of hospitality tickets across multiple platforms.

  • Process internal ticket requests and execute sales plans for VIP and hospitality packages.

  • Assist in supervisor operations and personnel assignment on event days to ensure a smooth and efficient experience for hospitality guests.

4) Product Roll-out and Support:

  • Oversee the iterative roll-out of new ticketing platform products and features, ensuring they can be operated at scale without major friction.

  • Become the knowledge expert for the ticketing system, responsible for advanced conï¬gurations and consulting with end users to deï¬ne solutions to complex client needs and issues.

  • Serve as the ï¬rst tier of support to internal end users for product understanding and issue resolution.

5) Data and Analytics (In-alignment with broader Commercial Strategy Division):

  • Implement data collection initiatives to enhance client acquisition and engagement within the hospitality program.

  • Develop and maintain performance dashboards to track real-time ticketing and hospitality metrics.

  • Conduct market research to recommend pricing strategies and package offerings for hospitality tickets.

  • Monitor secondary market activity and identify opportunities for revenue optimization.

6) Client Relations and Customer Service:

  • Develop and maintain relationships with VIPs, corporate clients, and key stakeholders in the hospitality program.

  • Address and manage customer service needs, ensuring high levels of client satisfaction and loyalty.

  • Train internal stakeholders and seasonal staff to deliver exceptional customer service.

7) Operational Excellence:

  • Oversee the operational aspects of the hospitality program, ensuring seamless execution and premium service delivery.

  • Partner with marketing and sales teams to optimize hospitality offerings and maximize revenue.

  • Assist in creating business plans that maximize proï¬tability and operational efficiency.

Required Skills/Knowledge:

  • Proven experience in ticketing system management and performance optimization.

  • Strong analytical skills with a track record of using data to drive decisions and recommendations.

  • Proï¬ciency with project management software and Microsoft Office applications.

  • Exceptional customer service skills and the ability to handle high-proï¬le stakeholders.

  • Creative problem-solving abilities and a talent for designing efficient processes.

  • Strong project and client management skills, capable of juggling multiple projects simultaneously.

  • Willingness to travel extensively, both domestically and internationally.

  • High energy, integrity, and humility.

Experience Needed:

1) Professional Experience:

  • 7+ years in a ticketing operations or system management role, preferably within a sports or entertainment organization.

  • 5+ years managing global event hospitality operations and client relations.

2) Educational Background:

  • Bachelorâs degree required; Masterâs degree preferred.

3) Additional Qualiï¬cations:

  • Experience with international ticketing and hospitality services preferred.

  • Proven ability to manage and lead a team, including part-time staff and interns.

#LI-CA1

Endeavor unites and brings people together in our love of sport, culture, and entertainment. Weâ¯understand this can only be accomplished when we lead with a lens of diversity,â¯equity,â¯andâ¯inclusionâ¯inâ¯everything we do. As a global companyâ¯thatâ¯drivesâ¯culture,â¯weâ¯strive to reflect theâ¯worldâsâ¯diverseâ¯voices.â¯â¯

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

Per local requirements and in the interest of transparency, the range shown below reflects the prevalent current hiring range for this position. Hiring pay rates are based on a number of factors, including location and may vary depending on job-related qualifications, knowledge, skills and experience.  Endeavor strives to provide locally competitive rewards packages, which include base rate along with, as applicable, short- and long-term incentives, growth and developmental opportunities, and robust benefits, such as health care, retirement, vacation and other paid time off, and additional offerings.


Hiring Range Minimum:

$131,250 annually

Hiring Range Maximum:

$175,000 annually

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