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Head of Ticketing Operations

2 months ago

Oceanside, California, United States Frontwave Arena Full time

Overview

Frontwave Arena is on the lookout for a Head of Ticketing Operations to manage our 7,500-seat indoor venue dedicated to entertainment and sports. This pivotal role will oversee all aspects of ticketing operations. The ideal candidate will possess exceptional organizational capabilities, engage professionally with management, partners, and clients at all levels, and demonstrate the ability to work efficiently and accurately under pressure while prioritizing tasks effectively.

Work Location & Schedule

Located in Oceanside, California, this is a full-time, salaried position with varying hours based on operational needs, including evening and weekend shifts as required by events.

Compensation

The annual salary for this position ranges from $80,000 to $100,000.

Key Responsibilities

  • Act as the primary contact for ticketing for all events hosted at the venue.
  • Foster strong relationships with promoters, ticketing personnel, guests, and associated partners.
  • Oversee the recruitment, training, scheduling, and daily management of Box Office staff.
  • Ensure compliance with company policies and procedures regarding ticket operations among Box Office personnel.
  • Collaborate with internal teams in programming, marketing, and sales, as well as external clients to address all ticketing requirements promptly.
  • Manage Box Office operations during events, including ticket sales, will call, and ticket scanning.
  • Promote a positive and collaborative work environment while maintaining staff morale.
  • Ensure the Ticketing department provides outstanding customer service and proactively resolves any arising issues.
  • Maintain and manage ticket inventory for events using appropriate ticketing software.
  • Assist in monitoring ticket inventory levels.
  • Work with the EVP of Programming to adjust ticket pricing dynamically to optimize revenue.
  • Collaborate with various departments to create and enhance ancillary products to generate additional revenue.
  • Ensure compliance with ADA ticketing practices.
  • Maintain accurate records and archives of Box Office accounting.
  • Conduct daily reconciliation of Box Office safe, prepare deposits, and generate financial reports.
  • Prepare settlement reports for events on the night of the event.
  • Participate in event settlements and perform other duties as assigned.
  • Monitor ticketing software and hardware, reporting any issues immediately.
  • Stay updated on key ticketing trends in the entertainment industry and embrace new technologies provided by the ticketing company.
  • Attend relevant meetings and conferences as the venue's ticketing representative.
  • Perform any additional duties as directed by leadership.

Reporting Structure

This position reports directly to the Chief Operating Officer (COO).

Qualifications

  • Bachelor's degree from an accredited institution or equivalent work experience.
  • A minimum of 5 years of experience in Box Office management, including supervisory roles.
  • Strong understanding of customer service, computer operations, and cash management procedures.
  • Familiarity with ticketing systems from major platforms (e.g., AXS, Ticketmaster, Paciolian).
  • Proven leadership skills with the ability to engage positively with staff and guests, prioritize tasks, and manage conflicts with tact.
  • Excellent communication skills, both verbal and written.
  • Proficiency in Microsoft Office applications (Outlook, Excel, Word, etc.).
  • Willingness to work evenings and weekends as needed.
  • Detail-oriented with the capacity to perform under pressure and meet tight deadlines.

Ideal Candidate Attributes

  • Passionate and motivated
  • Driven with an entrepreneurial mindset
  • Resourceful and innovative
  • Forward-thinking and curious about the live event industry
  • Committed to continuous improvement

Physical Requirements

  • Ability to sit for extended periods while working on a computer.
  • Capability to lift up to 15 pounds.
  • Strong auditory, visual, and communication skills.
  • Skills in planning, organizing, data interpretation, decision-making, and problem-solving under stress.

Benefits

• Comprehensive medical, dental, and vision benefits

• Paid time off, including holidays and sick leave

• 401(k) retirement plan

Equal Employment Opportunity

Frontwave Arena is an equal opportunity employer, providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.

Hiring Practices

This job description outlines the general nature and level of work performed by employees in this role. It is not intended to be a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. Frontwave Arena's recruitment policies aim to attract the most qualified candidates efficiently.