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Director, Ticket Operations

2 months ago

St Petersburg, United States Rays Baseball Club LLC Full time

The Director, Ticket Operations will partner with ticketing leadership in the successful planning and execution of ticketing for Tampa Bay Rays home games and non-baseball events. The ideal candidate will have significant experience building complex events in ticketing systems, managing ticket inventory, monitoring and maintaining accurate data, and driving a high-quality customer ticket purchase experience.

Roles and Responsibilities:

  • Responsible for accurate and timely event builds in the ticketing system (Tickets.com ProVenue) including but not limited to the building of all game events, price scaling, pricing, ticket inventory, holds/kills, presales, offers, seating manifests, and collection of ticket revenue.
  • Manage and develop ticket operations personnel and day-to-day operations of the department.
  • Analyze and extract data from reports related to ticket sales and financial forecasting. Provide executive summaries with key takeaways and recommendations.
  • Work with the Rays primary ticketing partner (Tickets.com) to continuously audit and improve the customer experience. Act as a direct liaison with Tickets.com and Major League Baseball.
  • Collaborate with Ticketing & Business Analytics leadership on pricing strategy, with a focus on maximizing revenue for top events.
  • Ensure that ticketing information is kept up to date and that relevant departments are informed of changes that could impact operations.
  • Work with Rays finance on reconciliation of ticket and parking sales and maintenance of auditing procedures. Oversee all financial reconciliation with regard to daily reports, monthly reporting and event settlements.
  • Research and implement best practices in live events, ticket operations, ticket technology, and MLB authorized ticket marketplaces.
  • Assist with product mix optimization, development and execution of ticket promotions, ballpark scaling, and general planning for spring training, regular season, and postseason events.
  • Develop working relationships with the Tickets.com client representatives and various primary and secondary ticketing partners to assist with ticket setup & reporting.
  • Responsible for ticket system administration and upgrades, scheduling these upgrades with Tickets.com, and communicating system changes and new features to internal stakeholders.
  • Other duties as assigned in collaboration with the Ticket Sales & Services department.
The ideal candidate will have the following qualifications:
  • Bachelor's degree from a 4-year college or university preferred.
  • A minimum of 5 years of experience with Tickets.com (preferred) or substantial experience with a comparable ticketing system.
  • Successful track record in ticket operations, with a preference for candidates with experience working for or with a MLB club.
  • Experience with ticket pricing strategy & managing inventory for high volume, high demand events.
  • Proficient with Microsoft Excel (Pivot Tables, VLOOKUP, etc.)
  • Experience leading, training, and developing a team.
  • Ability to work successfully under pressure and/or stringent conditions while producing accurate and on-time results.
  • Possess exceptional guest services skills with the ability to foster strong working relationships with executives, peers, and team members.
  • Detail-oriented, organized, and excellent verbal and written communication skills
  • Ideal candidate should be a fast learner, adapt well to change, and thrive in a dynamic and collaborative work environment.
  • Must be able to work home games and other events including weekends, nights and holidays as needed.