What are the responsibilities and job description for the Manager, Ticket Operations position at Louisville Bats?
The Louisville Bats are the Class Triple-A baseball team, affiliated with the Cincinnati Reds, which competes in the International League, and are a proud member club of Diamond Baseball Holdings. Diamond Baseball Holdings (DBH) was formed in 2021 to support, promote, and enhance Minor League Baseball through professional management, best practices, innovation and investment.
Position Summary:
As the Manager, Ticket Operations, your main responsibilities will include providing all ticket operations support for any Louisville Bats game or Slugger Field event. This also includes the hiring of all box office staff and overseeing of all scheduling to ensure the set budget is being followed. Reports on game attendance and cash management are also expected. TheManager, Ticket Operations is also expected to be the point of contact with ticket organizations such as Tickets.com, FEVO, and others as needed.
Essential Duties and Responsibilities:
- Lead the creation, development, and maintenance of ticketed events through team’s ticketing system: Tickets.com
- Assist with creating, managing, plans, promo codes, and other ticketing system programming needs.
- Work with Tickets.com to submit qualifiers for pre-sales and promotions, update event information, and troubleshoot pending issues.
- Manage and maintain stadium seating inventory for all ticket types.
- Coordinate with the Ticket Sales team on venue and seating inventory for games and events.
- Manage all game/event day box-office operations and staff.
- Serve as a point of contact for all ticket related questions and box office inquiries.
- Coordinate with sales department for all ticketing, fulfillment and service needs of premium ticket holders.
- Service internal requests such as ticket purchases, ticket reprints, and Will-Call.
- Support Ticket Sales and Corporate Partnerships staff with order processing, payments, and ticket mailing.
- Staff and support ticket operations and sales for stadium events when necessary.
- Fulfill approved ticket donation requests.
- Provide ticket sales reports and attendee analytics to management while directly impacting strategy decisions for the sales department (categories, opportunities for growth, etc.)
- Track and follow-up on missed and failed ticket payments, as well as any other ticketing payment discrepancies.
- Train and incentivize gameday staff to upsell and provide positively amazing service.
- Serve as primary contact with Tickets.com and work closely with our representatives to fulfill tasks.
- Recruit, hire, and train game day staff and interns
Qualifications:
- Bachelor's degree from an accredited College or University or equivalent industry experience
- Minimum 2-3 years of Box Office experience either in a supervisor or lead role.
- Proficient in Microsoft Office, especially Microsoft Excel.
- Experience and working knowledge of ticketing systems and applications, preferably Tickets.com.
- Must have strong initiative and work ethic and be able to function without supervision.
- Ability to perform under pressure and in a fast-paced environment.
- Capability to manage a high level of detail across multiple projects and to prioritize efficiently.
- Superb customer service skills and the ability to effectively communicate with guests.
- Strong communication and customer service skills.
- Working knowledge of MS Word, Excel, Power Point, Outlook and other computer skills.
- Prior experience with a ticketing system (Tickets.com) and a CRM (KORE) preferred.
- Attention to detail and a commitment to excellence is a must.
- Ability to work nights, weekends, and holidays as dictated by events.
- High level of professionalism with a strong work ethic and the ability to work in a team setting.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
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