Director of Ticketing Operations

2 days ago

Birmingham, Alabama, United States Birmingham-Jefferson Convention Complex Full time
About the Birmingham-Jefferson Convention Complex

The Birmingham-Jefferson Convention Complex (BJCC) is a premier entertainment destination, attracting a diverse range of events across various venues. Located in the heart of Birmingham, Alabama's Uptown Entertainment District, the BJCC campus features Legacy Arena, Protective Stadium, BJCC Concert Hall, and over 220,000 square feet of meeting and exhibition space, as well as City Walk BHAM, a 31-acre public outdoor space with amenities like a dog park, pickleball courts, and a skate park.

Job Summary

The Director of Ticketing is a key leadership position responsible for providing strategic direction and management for the ticketing and box office operations. This role oversees the internal controls of ticketing systems, box office standard practices, and profitability of the department. The ideal candidate will have significant experience building complex events in ticketing systems, managing ticketing inventory, and monitoring accurate data.

Key Responsibilities
  • Develop and implement a comprehensive ticket sales program
  • Research and implement effective processes to streamline or improve current ticketing/box office processes
  • Build and supervise event builds in Ticketmaster and/or Archtics system
  • Research and recommend policies and procedures to ensure 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 and Sales and Marketing department to plan and implement sales strategy and new programs to drive organizational revenue
  • Responsible for day-to-day operations of the box office, premium ticketing, and ticketing operations
  • Develop and oversee overall department goals and strategies in conjunction with Executive Management
  • Responsible for accurate and timely event builds in the ticketing system, including scaling maps, seating manifests, price tables, holds/kills, discounts, presales, and etc.
  • Oversee 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 exceptional guest experience
  • Responsible for 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, including approving holds, changing ticket types, and other inventory tools as necessary on events
  • Pulls ticket orders for the promoter and follows instructions for delivery of tickets, including monitoring payment and account reconciliation
  • Responsible for ensuring ADA Compliance from ticketing, including being a main contact for 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
Requirements
  • Minimum of ten (10) years related experience in events, sporting, or entertainment ticketing with 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
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

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