Manager, Ticket Operations

The Ticket Operations Manager role is a crucial position within a dynamic sports or entertainment organization, responsible for overseeing all facets of ticket operations. This position is embedded within an environment that values precision, customer service excellence, and collaborative team integration. The employing organization is likely a professional sports team, concert venue, or event management company that heavily relies on ticket sales and operations as core components of its business model. The company is committed to delivering memorable experiences to attendees, ensuring seamless ticket processes from purchase through to event entry. Working alongside the Ticket Sales, Sponsorship, and Marketing teams, the Ticket Operations Manager acts as a pivotal conduit to ensure that ticketing strategies align with broader business objectives.

The role encompasses a broad scope of responsibilities including the management of ticket printing, ticket fulfillment, customer service functions, game day and event day box office operations, season ticket sales, administrative information systems, and sales reporting. The Ticket Operations Manager leads the creation, development, and maintenance of ticketed events utilizing platforms such as Ticketmaster and Tickets.com. This entails managing promo codes, overseeing pre-sales, submitting qualifiers for promotions, and troubleshooting any potential system issues. Maintaining an accurate stadium seating inventory and close coordination with ticket sales is crucial for effective event and seating management.

Further responsibilities include leading the game day box office operations, serving as the primary point of contact for ticket-related queries, and ensuring premium ticket holders receive exceptional service. Additionally, the manager handles internal requests including ticket reprints, Will-Call services, and supports the Ticket Sales and Corporate Partnerships staff with order processing and payments. On event days, this individual plays an integral role in adequately staffing ticket operations and supporting overall sales efforts. Moreover, the manager fulfills approved ticket donations and provides detailed ticket sales reports and attendee analytics which inform strategic decision-making by management.

The role demands meticulous attention to detail, superior customer service skills, and the ability to thrive in a fast-paced, ever-changing environment. Proficiency with Microsoft Office programs and in-depth knowledge of ticketing systems such as Ticketmaster ProVenue or Archtics is essential. The Ticket Operations Manager must exhibit strong communication and analytical skills alongside the capability to effectively motivate and manage gameday staff and interns. The position requires recruiting, hiring, and training responsibilities for the day-of-event personnel, ensuring staff are incentivized to upsell and deliver outstanding customer experiences.

Employment in this role typically requires a Bachelor’s Degree in Business or Sports Management and a minimum of three years of experience managing a ticket office in a comparable environment. This role offers a fulfilling career path for individuals passionate about sports, live events, and customer engagement, providing opportunities to impact the organization’s success directly through strategic ticketing operations.

When filling this position, the organization emphasizes equal opportunities, valuing diversity and inclusion without discrimination based on race, religion, gender, age, or any other protected class, underscoring their commitment to an equitable workplace environment.