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Director of Ticketing Operations
4 months ago
Summary
/ObjectiveThe Director of Ticketing Operations is responsible for providing leadership, strategic direction and management for the ticketing and box office operations. This position will oversee the internal controls of the ticketing systems, box office standard practices, and profitability of the department. The Director of Ticketing is responsible for selecting, motivating, training and leading all ticketing and box office personnel.
The ideal candidate will have significant experience building complex events in ticketing systems (Ticket Master and Archtics), managing ticketing inventory, monitoring and maintaining accurate data. Creating and verifying financial reports, ticketing forecasting initiatives via the ticketing systems platform for external and internal partners. The incumbent will possess exceptional guest services skills with the ability to foster strong working relationships with customers and promoters.
Essential Duties/Responsibilities
Demonstrates understanding and full performance ability in each of the following:
With Director oversight, develop and implement a comprehensive ticket sales program. Research, develop and implement effective process to streamline or improve current ticketing/box office processes. Builds and supervisors event builds in Ticketmaster and/or Archtics system when necessary, including ancillary events such as parking, club and suite events. Research and recommend policies and procedure to ensure the box office team provides consistent responses that align with BJCC mission and values. Develop and direct the premium season and VIP ticketing program and promotions. Work closely with Executive Management as well as the Sales and Marketing department to plan and implement sales strategy and new programs to drive organizational revenue. Responsible for the day-to-day operations of the box office, premium ticketing and ticketing operations. Develop and oversee the overall department goals and strategies in conjunction with Executive Management. Responsible for accurate and timely event builds in the ticketing system (Ticketmaster & Archtics), including, scaling maps, seating manifests, price tables, holds/kills, discounts, presales, and etc. Oversees all financial reconciliation in regard to daily reports, monthly reporting and event settlements. Creates effective sales projection and revenue reports submits reports to applicable department including finance and executive management. Monitor guest experience in an effort to implement strategies and provide engaging training to ensure the ticketing team delivers an exception guest experience. Responsible for the ticketing systems administration and upgrades including communicating between Ticketmaster and internal team members of system changes and event changes. Works closely with internal team members to execute timely and on-sales, special promotions and reports for event settlements. Routinely serves as a liaison between the box office team, ticketing system, promoters, and vendors. Responsible for managing an effective premium, season and VIP ticket program including promotion, renewals, processing and strategies to maximize program effectiveness and revenue. Directs the ticketed events on day of event and monitors event ticket sellers. Serves as the primary contact for the ticketing program. Serves as the point of contact with promoter and Ticketmaster to ensure accuracy of event set-up for ticket sales. Directs the ticket inventory to include approving the of holds, changing ticket types, and other inventory tools as necessary on events. Pulls ticket orders for the promoter and follows instructions for deliver of tickets, to include monitoring payment and account reconciliation. Responsible for ensuring ADA Compliance from ticketing to include being a main contact of ADA customer inquiries and ADA event seating procedures development and regulation. Exercises confidentiality and integrity upon handling personal and financial data for the BJCC and guests. Performs other duties as required.Work Environment
This environment is fast paced and moderately demanding. This position may have a moderate to extensive stress level associated with dealing with crowds of public visitors. Work is typically performed indoors, in a temperature-controlled office setting, although at time work may be performed outdoors exposed to the elements (heat, rain, etc.).
Physical Demands
Duties require extended periods of sitting. Moderate amount of physical effort such as walking, standing, and climbing. Limited amount of bending, stooping, squatting, and kneeling. Ability to lift up to 30lbs with or without assistance, while maintaining good balance. Must be flexible enough to reach above shoulder level and be able to push and pull for brief periods of time. Visual acuity, speech recognition, and speech clarity.
Position Type/Expected Hours of Work
This is a full-time position; hours of work must be flexible and varied to meet the demands of the events of the facility. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed. Some travel is required throughout the United States to make sales calls or attend industry/association meetings. This position may require minimal travel.
Required Education and Experience
Minimum of ten (10) years related experience in events, sporting or entertainment ticketing w/ five (5) years supervising and/or managing a box office operation preferred Must have a minimum of three (3) years’ experience handling large amounts of sales/money and public customer service. Knowledge of convention center venues is strongly preferred. Must possess extensive knowledge of box office operations and Ticketmaster, maps, reclass, accounts, etc. Experience with Archtics Season Ticketing strongly preferred. Bachelor’s degree from an accredited college or university with emphasis in public administration, hospitality, business management, or a related field. Industry certifications strongly preferred. Valid State of Alabama Driver License.Additional Eligibility Qualifications
Capable of working independently without continuous supervision. Position has a wide degree of creativity and latitude is expected with a results-oriented objective. Ability to build effective working relationships, both internally and externally, by representing BJCC in a professional manner in all endeavors. Work effectively under pressure and/or stringent conditions while still producing accurate results. Ability to analyze and extract data from reports related to ticket sales and financial forecasting. Excellent oral communication, written communication, fluency in English, active listening. Position requires the ability to multi-task and coordinate large projects simultaneously. Ability to demonstrate critical thinking, time management, and deductive reasoning skills. Must be extremely organized and detail oriented. Motivates and leads guest experience services for the sales team. Must have no past history that would preclude bonding. Ability to prepare and interpret applicable finance and business reports. Ability to conduct basic mathematical calculations. proficient with calculator, adding machine and mathematical calculations for making correct change and balancing reports. Ability to anticipate problems, identify issues and implement immediate corrective action to solve problems. Proficient in Microsoft Office software and other software.