Senior Manager, Fulfillment

FUNCTION
Oversee the day to day operations, ticket management, and primary point of contact role for the ticket fulfillment team as well as any ticketing integrations at Churchill Downs Racetrack. The Senior Manager will also hire and supervise seasonal, part time, and full time fulfillment staff members to ensure tickets, passes, credentials, and materials are received, printed, and distributed in a consistent, timely, orderly fashion. The Senior Manager will take ownership with various integration items such as IOMedia, Fortress, APP/SDK, among other API integrations.

SPECIFIC DUTIES AND RESPONSIBILITIES
Fulfillment

• Supervise & manage daily fulfillment operations of any tickets, wristbands, passes, cards, and credentials.
• Oversee all aspects of fulfillment with ticket printing (in house and third party vendor), bundling and stuffing of inserts and packaging, shipping, customer resolution, payments qualified for shipping, employee and department ticket pick up, secondary credentials (such as stickers or wristbands) and day of race resolution.
• Manage the Oaks & Derby Fulfillment staff in terms of hiring, payroll, reviews, training, and distribution of assignments.
• Oversee the Ticket Inventory portal and ensure that it accurately reflects inventory that has been printed, packaged, shipped, and/or picked up.
• Identify and create necessary policies & reporting regarding any items that need shipped, distributed, and/or printed.
• Ensure the fulfillment team and any third party vendors are on schedule to meet all printing and shipping deadlines as well as assisting to proof items provided by third party vendors.
• Create, manage, and distribute daily, weekly, and monthly reporting for the Fulfillment team as well as reporting to track fulfillment progress and productivity.

• Verify that the correct inventory holds are in place for items that may or may not be printed physically.

• Work with Ticket Operations team and other departments on the ticket template and print design of any commemorative stock, lanyards, cards, wristbands, RFID items, parking passes.
• Ensure accuracy & timeliness regarding any ‘digital fulfillment’. Specifically, Account Manager/mobile ticket management items (mobile templates, availability times for ticket forwarding, viewing barcodes).

Credentials

• Organize and ensure that necessary credentials for customers and employees are being accounted for.
• Oversee any special employee ticket requests, including any potential printing of said tickets. Ensure that any requests fall within the employee ticket policy and identify/report any areas that may need attention.
• Ensure that any credentials are functional with Fortress scanning devices (hand scanners, turnstiles, parking arms, secondary points of entry).
• For any days that require secondary credentials, assign necessary stickers or wristbands for each applicable space and track usage of used and remaining inventory.
• Complete audits on actual usage on secondary credentials through reporting of secondary point of entry scans.

Fortress

• Manage the Fortress access control system, hardware, software and integration with Ticketmaster and other third party applications.
• Troubleshoot and report on Fortress hardware, software, and integrations
• Operate Fortress software in terms of daily event preparation and closing, custom reporting, gate and secondary assignments.
• Card printing, ordering of card stock, and training of staff to reprint and research RFID card details.
• Inventory, functionality, programming, testing, troubleshooting, deployment, tear down, maintenance, and order Fortress equipment and support computer hardware items for secondary access units; including offseason storage.
• Oversee the Fortress deployment, space construction, set up and tear down timelines
• Create the yearly secondary scanning manifest template for approved tickets to scan at select secondary locations for the various types of live race days.
• Perform other duties as assigned

Ticket Operations

• Resolve customer issues, ensure that legendary customer service is being provided, and look for long-term problem resolutions.
• Maintain a working knowledge of the various printers necessary for fulfillment of tickets and their required settings and how to test/adjust any issues with them.
• Become well versed regarding Account Manager and our mobile SDK app in order to assist customers with any mobile ticket/credential issues.
• Report timely feedback to management regarding service failures and customer concerns.
• Present an enthusiastic, creative, and helpful demeanor to assist with the development, strategic planning, and execution of the various products in the ticketing system.
• Demonstrate flexible and efficient time management with the ability to prioritize workload.

SCHEDULE:

• Must be willing and able to work non-traditional hours in non-traditional settings, including nights, weekends and holidays.
• Must be available to work all premium live racing, simulcast days, Derby Week, Kentucky Oaks, and Kentucky Derby dates.
• There is a varying pre-defined monthly schedule to ensure a Ticket Operations representative is available and on site during the standard work week or on call during events at our sister properties.
• During non-race meets/simulcast, this position’s work schedule may alternate to ensure management coverage from Wednesday to Sunday.

EXPECTATIONS:

• Adhere to CDI/CDRT Policies and Procedures
• Represent Churchill Downs in a professional manner both inside and outside of the organization
• Perform duties as workload necessitates
• Demonstrate flexible and efficient time management and ability to prioritize workload
• Be respectful to colleagues and function in a team environment

QUALIFICATION REQUIREMENTS:
To perform this job successfully, candidate must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The candidate must have a strong work ethic and a burning desire to build a career in professional sports.

• Experience with Fortress preferred
• Experience with Ticketmaster applications highly preferred
• Creative and enthusiastic with excellent interpersonal skills
• Available to work race days and special events
• Possess a willingness to work long hours, evenings, weekends and holidays.

• People oriented, able to multi-task, be organized, motivated and detail focused
• Proficiency in Microsoft Office and other related software and open to learning new technologies

SUPERVISORY RESPONSIBILITIES:
This job oversees one (1) full time Ticket Fulfillment & Credential Manager

EDUCATION AND/OR EXPERIENCE:
Bachelor’s degree (B.A.) from a four-year college, or equivalent combination of education and experience is preferred.

LANGUAGE SKILLS:
Ability to communicate effectively (oral & written) with all types of clients, co-workers, and the general public. Ability to communicate effectively under pressure and when working under a deadline.

MATHEMATICAL SKILLS:
Knowledge to apply mathematical operations to such tasks as analyzing costs, return on investment, and analyzing metrics and statistics in comparison to set goals and performance.

REASONING ABILITY:
Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams.

PROBLEM SOLVING REQUIREMENTS:
When dealing with prospects and clients, employee must show discretion when making recommendations regarding options and event details for a Churchill Downs Racetrack event.

MACHINE, TOOLS, EQUIPMENT:
Computer, printer, calculator, copy and scanning machine, telephone, software packages, etc.

WORKING CONDITIONS:

• Travel Requirements: Does not require travel outside of Louisville
• Physical Demands: This position requires the ability to lift up to 10 pounds.
• Work Environment: The incumbent primarily works in an office environment, however is expected to attend Churchill Downs race days.

This work is performed primarily in a business office setting within a sports and entertainment facility. Events often take place outside of traditional business hours, on weekends, and holidays. Some areas of the facility may be noisy and subject to changing weather conditions. Churchill Downs Racetrack spans 175 acres and more than 1.5 million square feet under roof with additional entertainment facilities not protected from weather conditions.

The ability to move swiftly throughout the facility and stand for long periods of time is necessary. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position. As the nature of business demands change so, too, may the essential functions of this position.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.