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Director, Ticketing Operations
Team San Jose
San Jose, CA
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THEATERS - Director, Ticket Operations
(Full-time)
POSITION SUMMARY
Under the direction of the Theater General Manager and Chief Financial Officer, the Director, Ticket Operations will provide overall management of ticketing operations for any and all events taking place at all theater locations and the Convention Center, including box office operations, marketing of events, development, planning and implementation of all ticket sales processes, and supervising Ticketing staff.
POSITION RESPONSIBILITIES
In collaboration with multiple ticketing vendors, configure all event information in the ticketing systems, including seat maps ''manifest'', pricing, ticket types, on sale date/time, and operator codes/permissions. Hold accountability for the entire event build.
Plan, manage, and oversee the preparation, processing and execution of ticket renewals and public on sale.
Manage day-to-day box office operations. Process and fulfill all box office transactions (seat renewals, sales, comps, promotions, change orders, refunds and will call).
Hire, manage and train ticketing department staff.
Ensure secured box office and provide ticketing system training including maintenance of all holds and inventory management control for colleagues across the organization.
Establish Ticketing Department procedures regarding office protocol, reporting, and reconciliation. Create theater specific and industry standard Operating Procedures (SOPs).
Lead patron communications (incoming/outgoing) including customer service and distribution of all box office tickets; marketing and informational materials.
Communicate with promoter, production, and ticketing personnel to ensure an accurate ticket build for all events.
Facilitate the creation of accurate ticketing system reports, e.g. daily sales reports and settlements, and accurate month-end reports for use by management, accounting and ticket vendors.
Manage the ticketing operations budget, departmental expenditures, seat inventory (opens, sold, holds, comps, kills), verification of accurate on-site event seating installation, and ticketing system, and equipment maintenance.
Research and recommend ticketing system vendors to create a selection of preferred ticketing agents for our clients to select from.
Manage patron database; ensure accurate and comprehensive patron records.
Ensure accuracy of event information in all sales and marketing materials including brochures, direct mail, advertising, souvenir programs, Web site and mobile apps.
Liaison with Accounting; keep the Assistant Controller, General Manager, and CFO appraised on ticketing operations.
Complete special projects as directed by management.
REQUIREMENTS
Bachelor's degree preferred in related field.
5-8 years of experience overseeing Ticket Sales/Box Office operations and at least 2 years of supervisory experience.
Comprehensive ticketing and patron service experience in the entertainment/sports industry including departmental and box office management.
Excellent customer service skills
Expertise in electronic ticketing practices and software applications including email, phone, website, mobile device and walk-up sales; mail, will-call, print-at-home and electronic fulfillment; advance seat renewals/upgrades, public on-sale, group sales, ADA sales, promotional sales, and special sales.
Proficiency using office equipment (computers, Microsoft Office, copier/fax/scan, and phone systems).
Strong interpersonal and communication skills
Excellent time-management, goal setting, priority management, critical thinking and decision making.
Attention to detail and mentoring/leadership skills.
Ability to work irregular hours (weekends/evenings).
ABOUT TEAM SAN JOSE
Launched in 2004, Team San Jose is a non-profit management corporation that operates the San Jose Convention Center and cultural venues such as South Hall, Parkside Hall, San Jose Civic, California Theatre, Center for the Performing Arts and Montgomery Theater, and serves as the convention and visitors bureau for San Jose. Team San Jose is a strategic partner supporting the success of local events, and drives travel to our community through sales, marketing and public relations efforts.
Team San Jose ensures the success of meetings and events with its unique collaboration between the local hotels, arts groups, and local labor - all working to effectively manage the quality of the customers' experience from beginning to end. San Jose's model is changing the way our meetings and conventions industry serves customers - putting them first with one team for all their event service's needs - rather than handing them off to multiple organizations after the meeting is booked. Team San Jose's success has supported the local economy by attracting events and visitors which drive spending in local hotels, cultural and convention venues, restaurants and attractions, which in turn helps create jobs. The organization's seamless service has received raves from planners, with 98 percent of our customers returning to San Jose.
For more information about Team San Jose, please visit our website at: www.sanjose.org. Team San Jose is an equal opportunity employer.
Don't worry we have a lot of jobs on the site like this one;
Browse all jobs
Browse the Theater/Live Events Category
Search for Director, Ticketing Operations jobs in San Jose-CA
THEATERS - Director, Ticket Operations
(Full-time)
POSITION SUMMARY
Under the direction of the Theater General Manager and Chief Financial Officer, the Director, Ticket Operations will provide overall management of ticketing operations for any and all events taking place at all theater locations and the Convention Center, including box office operations, marketing of events, development, planning and implementation of all ticket sales processes, and supervising Ticketing staff.
POSITION RESPONSIBILITIES
In collaboration with multiple ticketing vendors, configure all event information in the ticketing systems, including seat maps ''manifest'', pricing, ticket types, on sale date/time, and operator codes/permissions. Hold accountability for the entire event build.
Plan, manage, and oversee the preparation, processing and execution of ticket renewals and public on sale.
Manage day-to-day box office operations. Process and fulfill all box office transactions (seat renewals, sales, comps, promotions, change orders, refunds and will call).
Hire, manage and train ticketing department staff.
Ensure secured box office and provide ticketing system training including maintenance of all holds and inventory management control for colleagues across the organization.
Establish Ticketing Department procedures regarding office protocol, reporting, and reconciliation. Create theater specific and industry standard Operating Procedures (SOPs).
Lead patron communications (incoming/outgoing) including customer service and distribution of all box office tickets; marketing and informational materials.
Communicate with promoter, production, and ticketing personnel to ensure an accurate ticket build for all events.
Facilitate the creation of accurate ticketing system reports, e.g. daily sales reports and settlements, and accurate month-end reports for use by management, accounting and ticket vendors.
Manage the ticketing operations budget, departmental expenditures, seat inventory (opens, sold, holds, comps, kills), verification of accurate on-site event seating installation, and ticketing system, and equipment maintenance.
Research and recommend ticketing system vendors to create a selection of preferred ticketing agents for our clients to select from.
Manage patron database; ensure accurate and comprehensive patron records.
Ensure accuracy of event information in all sales and marketing materials including brochures, direct mail, advertising, souvenir programs, Web site and mobile apps.
Liaison with Accounting; keep the Assistant Controller, General Manager, and CFO appraised on ticketing operations.
Complete special projects as directed by management.
REQUIREMENTS
Bachelor's degree preferred in related field.
5-8 years of experience overseeing Ticket Sales/Box Office operations and at least 2 years of supervisory experience.
Comprehensive ticketing and patron service experience in the entertainment/sports industry including departmental and box office management.
Excellent customer service skills
Expertise in electronic ticketing practices and software applications including email, phone, website, mobile device and walk-up sales; mail, will-call, print-at-home and electronic fulfillment; advance seat renewals/upgrades, public on-sale, group sales, ADA sales, promotional sales, and special sales.
Proficiency using office equipment (computers, Microsoft Office, copier/fax/scan, and phone systems).
Strong interpersonal and communication skills
Excellent time-management, goal setting, priority management, critical thinking and decision making.
Attention to detail and mentoring/leadership skills.
Ability to work irregular hours (weekends/evenings).
ABOUT TEAM SAN JOSE
Launched in 2004, Team San Jose is a non-profit management corporation that operates the San Jose Convention Center and cultural venues such as South Hall, Parkside Hall, San Jose Civic, California Theatre, Center for the Performing Arts and Montgomery Theater, and serves as the convention and visitors bureau for San Jose. Team San Jose is a strategic partner supporting the success of local events, and drives travel to our community through sales, marketing and public relations efforts.
Team San Jose ensures the success of meetings and events with its unique collaboration between the local hotels, arts groups, and local labor - all working to effectively manage the quality of the customers' experience from beginning to end. San Jose's model is changing the way our meetings and conventions industry serves customers - putting them first with one team for all their event service's needs - rather than handing them off to multiple organizations after the meeting is booked. Team San Jose's success has supported the local economy by attracting events and visitors which drive spending in local hotels, cultural and convention venues, restaurants and attractions, which in turn helps create jobs. The organization's seamless service has received raves from planners, with 98 percent of our customers returning to San Jose.
For more information about Team San Jose, please visit our website at: www.sanjose.org. Team San Jose is an equal opportunity employer.
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