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Director of Ticketing Operations
Team San Jose
San Jose, CA
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POSITION SUMMARY
The Director of 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. This position reports to the General Manager of Theaters.
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 Chief Accountant, General Manager, and CFO appraised on ticketing operations.
• Additional duties as assigned
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 management level experience supervising others.
• 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).
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 Executive Positions Category
Browse the Sales Category
Browse the Sports Category
Search for Director of Ticketing Operations jobs in San Jose-CA
POSITION SUMMARY
The Director of 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. This position reports to the General Manager of Theaters.
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 Chief Accountant, General Manager, and CFO appraised on ticketing operations.
• Additional duties as assigned
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 management level experience supervising others.
• 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).
Team San Jose is an equal opportunity employer.
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