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Head of Ticketing Operations

2 months ago

Oceanside, California, United States Frontwave Arena Full time

Position Overview

Frontwave Arena is in search of a Director of Ticket Operations to manage our ticketing processes for our 7,500-seat indoor venue dedicated to entertainment and sports. This role is pivotal in overseeing all aspects of ticketing operations, requiring a meticulous approach and exceptional organizational capabilities.

Work Environment

Located in Oceanside, California, this is a full-time, salaried role with varying hours based on the needs of the organization. Evening and weekend shifts will be necessary to accommodate 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 partners.
  • Oversee the recruitment, training, scheduling, and daily management of Box Office staff.
  • Ensure compliance with the organization's ticketing policies and procedures by all Box Office personnel.
  • Collaborate with internal teams and external stakeholders to address ticketing requirements efficiently.
  • Manage Box Office operations during events, including ticket sales and customer service.
  • Promote a positive work environment and maintain high staff morale.
  • Deliver outstanding customer service and proactively resolve any arising issues.
  • Maintain and manage ticket inventory using appropriate software.
  • Assist in monitoring ticket inventory levels.
  • Work with the EVP of Programming to optimize ticket pricing strategies for revenue maximization.
  • Collaborate with various departments to enhance revenue through ancillary products.
  • Ensure compliance with ADA ticketing practices.
  • Maintain accurate financial records and Box Office archives.
  • Conduct daily financial reconciliations and prepare deposits.
  • Prepare settlement reports for events and participate in event settlements as required.
  • Monitor ticketing software and hardware, addressing any issues promptly.
  • Stay informed about ticketing trends and new technologies in the entertainment sector.
  • Represent the venue at relevant meetings and conferences.
  • Perform additional duties as assigned by leadership.

Reporting Structure

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

Qualifications

  • Bachelor's degree or equivalent professional experience.
  • A minimum of 5 years in a Box Office management role, including supervisory experience.
  • Strong understanding of customer service, computer operations, and cash management.
  • Familiarity with major ticketing platforms (e.g., AXS, Ticketmaster, Paciolian).
  • Proven leadership skills with the ability to engage positively with staff and guests.
  • Excellent communication skills, both verbal and written.
  • Proficiency in Microsoft Office Suite (Outlook, Excel, Word).
  • Willingness to work flexible hours, including evenings and weekends.
  • Detail-oriented with the ability to perform under pressure and meet deadlines.

Ideal Candidate Attributes

  • Passionate and motivated
  • Resourceful and innovative
  • Forward-thinking with a commitment to continuous improvement
  • Curious about the live event industry

Physical Requirements

  • Ability to sit for extended periods and work on a computer.
  • Capability to lift up to 15 pounds.
  • Strong auditory and visual skills for effective communication.
  • Skills in planning, organizing, and problem-solving under pressure.

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 committed to providing equal employment opportunities to all qualified individuals without discrimination based on race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, military status, or any other protected classification.

Hiring Practices

This job description is intended to provide a general overview of the role and is not exhaustive of all duties and responsibilities. Frontwave Arena employs various recruitment strategies to attract the most qualified candidates efficiently.