Manager, Venue Ticket Operations

This is a Full Time Job

Mgr Venue Ticketing

Location: San Antonio, TX / Exempt

Job Summary

The Manager Venue Ticket Operations is responsible for supporting and managing day-to-day ticketing operations for concerts and live events at Frost Bank Center and, as needed, Freeman Coliseum. This role supports event builds, ticketing setup, promoter requests, inventory management, internal communication, event operational readiness, settlement preparation, and financial reconciliation support. The Manager works closely with department leadership, internal stakeholders, external promoters, and ticketing partners to ensure accurate, efficient, and service-focused execution across all assigned events.

This position helps ensure the accuracy and readiness of ticketing operations throughout the life cycle of each event, from initial setup and on-sale preparation through event day and post-event review. The Manager supports pricing, inventory, holds, offers, ticketing reports, scanner readiness, event-day issue resolution, and settlement-related documentation. This role also contributes to staff development, part-time team oversight, and cross-functional coordination to support a high-performing ticket operations environment.

Supervisory Responsibilities

Directly supervises the Sr. Coordinator, Venue Ticket Operations, and provides ongoing leadership and direction to approximately 50 part-time ticket operations employees. Responsibilities include hiring input, onboarding, training, scheduling, work assignment, coaching, performance feedback, and recommendations regarding corrective action and other employment decisions.

Who You Are:
• Four or more years of progressive experience in ticket operations, box office operations, live event operations, or a related sports and entertainment function.
• Demonstrated experience managing ticketing operations for concerts, sporting events, or large-scale live events within an arena, stadium, theater, or comparable public assembly venue.
• Experience supervising and developing full-time, part-time, or event-based employees, including scheduling, work assignment, training, coaching, and performance feedback.
• Strong working knowledge of Ticketmaster products, including Host, Archtics, TM1 Events, Account Manager, Presence, EMT, or comparable ticketing systems.
• Demonstrated experience building and maintaining ticketed events, including pricing configurations, inventory, holds, offers, on-sale preparation, access controls, and event updates.
• Experience preparing or reviewing ticketing reports, settlement documentation, financial reconciliation, and post-event reporting.
• Strong analytical and problem-solving skills, with the ability to make timely operational decisions and resolve discrepancies in a high-volume environment.
• Proficiency in Microsoft Office Suite, particularly Excel.
• Strong communication and stakeholder-management skills, including experience working with promoters, vendors, department leaders, and operational partners.
• Ability to manage confidential and financially sensitive information with discretion.
• Ability to work nights, weekends, holidays, and extended hours according to event schedules.

What You'll Do:

Duties/Responsibilities (Essential Duties are noted with an (E) at the end of the duty)
• Manage assigned concert and event builds for Frost Bank Center, including ticketing configuration, promoter requirements, inventory controls, internal communication, and ongoing event maintenance. (E)
• Own venue ticketing operations for assigned Freeman Coliseum events, including event setup, on-sale readiness, maintenance, event-day execution, and post-event review. (E)
• Lead, develop, and evaluate the Sr. Coordinator and part-time ticket operations staff, including work planning, training, scheduling, coaching, and performance accountability. (E)
• Manage the execution of approved ticketing configurations, including inventory, holds, offers, pricing, access controls, and event-day ticketing needs, while ensuring alignment with promoter direction and internal procedures. (E)
• Lead ticketing operational readiness, ensuring equipment, scanners, access configurations, staffing plans, and escalation protocols are prepared for each assigned event. (E)
• Review and approve the accuracy of event builds, inventory, ticketing reports, and settlement documentation, resolving discrepancies and supporting financial reconciliation. (E)
• Serve as the primary ticket operations liaison for assigned events, working directly with promoters, ticketing partners, Premium Services, Event Services, Parking, Finance, and other stakeholders. (E)
• Analyze event performance and operational issues, recommend process improvements, and implement approved changes to strengthen accuracy, efficiency, and customer experience. (E)
• Perform additional duties and special projects to support organizational goals.

Job Specific Competencies
• Ticketing Systems & Event Execution

Strong working knowledge of Ticketmaster Host, Archtics, TM1 Events, Account Manager, or similar ticketing platforms. Ability to support accurate event builds, ticketing setup, pricing, inventory, holds, offers, and event updates.
• Operational Readiness & Problem Solving

Ability to support day-to-day venue ticket operations in a fast-paced, high-volume event environment. Skilled in managing multiple priorities, troubleshooting event-day issues, and ensuring ticketing equipment, scanners, and related systems are prepared and operating as intended.
• Communication & Cross-Functional Collaboration

Excellent communication and collaboration skills across departments, leadership levels, external partners, and event stakeholders. Ability to handle sensitive and confidential information professionally while maintaining strong working relationships.
• Technical Proficiency & Attention to Detail

Proficient in Microsoft Office Suite, including Excel, Word, and PowerPoint. Strong attention to detail with the ability to maintain accuracy across ticketing information, reporting, settlement documentation, and post-event review.

Core Competencies

Critical Thinking & Adaptability
• Demonstrates coachability.
• Able to receive & interpret information to come to reasonable conclusions.
• Motivated to try new things and learn new skills.
• Organized with attention to details.
• Able to execute independently and make decisions in a timely manner.
• Can pivot easily based on what the situation requires.

Teamwork & Collaboration
• Team player/good teammate. Actions and contributions...