Job Title: Manager, Ticket Operations – War MemorialDepartment: Ticket OperationsReports To: Director, Ticket OperationsFLSA: ExemptEmployment Type: Full-TimeLocation: FTL War MemorialJob Summary:The Manager, Ticket Operations – War Memorial will be a highly organized and detail oriented professional with a passion for improving operational efficiencies and experiences for FTL War Memorial patrons.Primary responsibilities include ensuring daily operations run proficiently through creation and implementation of ticket operations procedures, establishing operations training and development programs, oversight of event builds, inventory management, and event day scanning procedures.The Manager will share responsibility of maintaining strong relationships with patrons, partners, venue staff, and executives in a manner that elevates customer service standards.Essential Duties & Responsibilities:Specific duties include but are not limited to:Support the Director and VP with execution of daily operations and administration of departmentPrimary operations contact for FTL War Memorial; plan, build, and execute all aspects (event build, price codes, offers, scanning, box office setup, etc.)Serve as ticket operations Manager on Duty for majority of eventsCoordinate effective collaboration with designated departments including ticket sales & service, marketing, venue operations, corporate partnerships, business intelligence and strategy & insights regarding the overall coordination and impact of ticket operations.Cultivate alliance with box office staff to uphold high guest service standardPrimary operations contact for event programmer, promoters, and internal VIP requestsManage Part Time Staff and a Full Time CoordinatorPrimary operations resource for sales & service ticket inquiries/issuesManage fulfillment timelines and execution for each eventContinuously identify and suggest processing efficiencies for sales and ticket operationsMaintain and cleanse ticket data within the SeatGeek databaseOversee preparation of daily financial reconciliation reports and chargeback disputesFormulate and complete special projects, reports as assigned by managementManage daily & event day box office operations and staffQualifications:Strong skillset in Excel for reporting-based needs.Ability to prioritize, delegate workload, and solve problems efficiently and quicklyAbility to provide excellent customer service to all internal and external clients by representing the organization and department professionallyAssertive, motivated, self-starter, autonomous, collaborative, curiousStrong attention to detail, excellent interpersonal skills, and effective oral and written communication skills.Ability to work independently and as a part of a high functioning team.A minimum of 2-4 years of related work experiencePrior utilization of SeatGeek ticketing system experience preferredTicketmaster Archtics & HOST ticketing system experience a plusExperience in sports and/or entertainment industryPosition Type/Expected Hours of Work:This is an exempt position. Must be able to work flexible hours, nights, weekends, and holidays as needed.
