Ticket Operations Manager

Department: Ticket Operations

Supervisor: Director, Ticket Operations

Classification: Full-time (Exempt)

Summary/Objective

This position is primarily responsible for assisting in the day-to-day management of all ticketed events at Daikin Park. Additionally, this role will collaborate with Director on staff development, department communication and creation of innovative and efficient operational ideas and processes.

Essential Functions & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Coach and develop Ticket Operations team in day-to-day staff skills, training and best practices.
• Directly manage the Astros Ticketing Part-Time Ticket Support Staff in the day-to-day ticket operations as related to customer service, order fulfilment, and general support
• Perform audit of the ticket sales and services function including but not limited to reviewing pricing and buyer types, preparation of reports to verify ticket sales accuracy, review of system for processing customer payments and monitoring of internal box office procedures.
• Generate and implement ideas on how to utilize the ticketing system more effectively and streamline the processing of payments.
• Manage all ticketing portions of Sponsorship contracts to ensure fulfillment and accurate revenue streams.
• Serve as liaison between the Houston Astros and Tickets.com for individual sales, game nights, special promotions, voucher redemption, coupon codes, etc.
• Direct the process of season ticket invoices, payment plans and ensure that all financial requirements are met.
• Oversee all Community/Foundation related requests for complete accuracy and tracking for internal and MLB use.
• Create all events, packages and buyer types within the ticketing system, maintaining logical schemes for reporting.
• Guides ticket office staff to improve understanding of accounting requirements, maximize revenue generation and improve utilization of ticketing system.
• Collaborate with IT department to implement database initiatives and troubleshoot departmental limitations.
• Other duties as assigned.

Qualifications:

Required

• Bachelor's degree and 3-5+ years of ticket operations and ticket system experience
• High level of demonstrated professionalism and integrity.
• Strong leadership skills with ability to collaborate with key internal/external resources effectively.
• Solutions minded thinker.
• Exceptional attention to detail and strong analytical skills
• Strong interpersonal and customer service skills, team orientation and the ability to communicate effectively at all levels.
• Planning and organization: an ability to plan and manage multiple projects in a fast-paced environment.
• Strong written communication skills
• Basic mathematical skills
• Flexibility to work long hours, evenings, and weekends.

• Operating knowledge and experience with Microsoft Office software such as Word, Excel, PowerPoint, and Outlook

Preferred

• Expert knowledge of Tickets.com ProVenue platform (current ticket provider) or proficient knowledge of comparable ticketing system
• Experience with mobile and digital ticketing platforms and execution

Work Environment

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones and photocopiers.  The noise level is usually moderate but can be loud within the stadium environment.

Physical Demands

This is a primarily sedentary role. The employee is regularly required to see, sit, talk, hear, and use hands and fingers to operate equipment and/or office technology. The employee frequently stands and walks throughout the venue and may occasionally lift and move items weighing up to 25 pounds. 

Position Type and Expected Hours of Work

Ability to work a flexible schedule, including extended hours, evenings, weekends, and holidays.

Travel

Rare travel maybe expected in this role.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

EOE/M/F/Vet/Disability