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Premium Ticketing Operations Manager

2 months ago

Denver, Colorado, United States AEG Full time
To be considered for this position, please ensure that you complete the application process on the subsequent screen after clicking "Apply Now" above.

Overview

The Premium Ticketing Operations Manager will oversee ticket management for our exclusive areas. This role will focus on systems such as Archtics, TM1, and Account Management. The manager will collaborate closely with the director of ticketing, the Premium Sales and Service department, and various arena teams. This position is supported by and works in conjunction with the entire ticketing team.

The compensation for this role ranges from $80,000 to $85,000, in addition to performance bonuses.

Benefits for full-time positions include: Health, Dental, and Vision insurance, a 401(k) savings plan with matching contributions, and paid time off (including vacation days, sick leave, and 12 holidays).

Responsibilities

Key responsibilities include:
  • Collaborating with the Director of Ticketing to establish all events within the Archtics database.
  • Working closely with the Premium Sales & Services Team on seasonal renewals and member presales, including setting up Account Manager for premium ticket members.
  • Maintaining knowledge and coordinating enhancements of all third-party integrations impacting the Archtics database, such as IOMedia, 601A, mobile applications, entry systems, and parking solutions.
  • Coordinating with Ticketmaster to ensure all individual event purchaser data is accurately loaded into the Archtics database.
  • Collaborating with ticket operations teams and Ticketmaster for annual database cleanups and upgrades.
  • Managing the process for premium tickets across suites, club seats, and loge boxes.
  • Importing seats and invoicing suite holders, off-manifest inventory, and reserved seat club members.
  • Creating various pricing structures for premium members, including parking, suite rentals, and loge boxes.
  • Performing event day duties, which may include supporting the box office, assisting clients at the suite level, and troubleshooting ticketing issues.
  • Developing processes and tickets for guest passes for suite members.
  • Reporting on individual event revenue for financial reconciliation.
  • In collaboration with the Director of Ticketing, establishing a quality assurance process for all event builds within the Archtics database and Ticketmaster host system.
  • Creating processes for all Right of First Refusal (ROFR) and presale opportunities for approved groups and premium spaces.
  • Educating the ticketing team, partners, and executive staff on the role of Archtics and third-party integrations in meeting ticketing needs.
  • Delivering exceptional customer service through efficient ticketing procedures, prompt communication, and coordination with all departments to resolve guest concerns and seating discrepancies.
  • Building and maintaining strong client relationships while meeting and exceeding service level agreements.
  • Submitting events to Ticketmaster for programming as necessary; managing all inventory requirements, special offers, and programs on behalf of the venue and promoter.
  • Ensuring the venue maximizes its use of Ticketmaster products and services.
  • Utilizing troubleshooting techniques to identify root causes of issues, including researching client complaints regarding service levels.
  • Flexibility to work evenings, weekends, and holidays as required.
  • Physical requirements include frequent bending, lifting 15-20 pounds, sitting, and extensive walking throughout the venue.
  • Performing other duties as assigned by the Head of Ticket Operations.
Qualifications

Required qualifications include:
  • A bachelor's degree in business, Sports Management, Marketing, or a related field is preferred.
  • 3-5 years of experience with Ticketmaster products, including Host, Archtics, TM1, and mobile technology.
  • Experience with Right of First Refusal (ROFR) programs is preferred.
  • Experience managing large-scale events in an arena, stadium, or concert setting is highly desirable.
  • Ability to work independently while also training, managing, and motivating others.
  • Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
  • Ability to accommodate a flexible schedule, including evenings, weekends, and holidays, in a fast-paced environment.
  • Strong public interaction skills and conflict resolution abilities.
  • Ability to work effectively within a team while also being comfortable completing tasks independently.
  • Adaptability and the ability to work under pressure to meet deadlines.
  • Excellent verbal and written communication skills, with a strong ability to present and convey new ideas.
  • Highly organized, detail-oriented, resourceful, and capable of managing multiple projects simultaneously.