Ticket Services Manager

Job description

Position Number:S75400-20190729 Title:Ticket Services Manager Department:Athletics Category:Professional/Managerial Job Family:Performing Arts Website:https://lehighsports.com/ Posting Date:08/15/2019 Summary:

The Ticket Services Manager is responsible for the oversight of all event ticket sales. The ideal candidate will design salable seating capacity as well as provide analysis of sales data to assist in maximizing ticket sales. The Ticket Services Manager will supervises part time personnel, develop and administer policies and processes for customer service, ticket sales and the organization of the Ticket Services group.

  1. Supervision
    • Provide leadership, hire, supervise, train, schedule and assign duties to staff members
    • Conduct program reviews and periodic progress assessments; mentor interns and other staff
    • Audit and review sales by staff to ensure accuracy and a high level of customer service; ensure compliance with Ticket Services and Athletics Department policies and procedures
    • Develop policies and processes for ticket sales, customer service, resolving ticket problems and event re-seating issues
    • Ensure all staff are proficient and knowledgeable of event seating
    • Provide backup to the Business Manager on the daily financial process
    • Manage new hire paperwork and background check process for Camp Counselors and Wage Staff
  2. Administration
    • Report on status of Athletics internal and external revenue accounts; responsible for preparation of all financial forms associated with any financial activity within ABS
    • Complete mandatory reports, attend meetings and respond to supervisory requests
    • Point person for collection of data for daily ticket sales reports; print and distribute prepaid ticket orders
    • Participate in the planning, organization, execution and evaluation of ticket services programming
    • Assist the Ticket Services Director to create events on the computerized ticketing system
    • Review and coordinate event data, requirements and restrictions of the computerized ticket system with ticket system personnel
    • Post event information on Daily Digest, www.stablerarena.com calendar and the Lehigh University Events Calendar
    • Initiate designated areas of seating for season ticket, single event tickets, group sales, presale promotions, ticket outlets, promotional and media uses, Artist or rental client holds and other types of holds
    • Monitor ticket sales to ensure seating areas of an event are sold evenly
    • Interpret event production and pricing information from rental clients or Athletics staff to determine sightlines, price scaling and to design salable seating capacity for events
    • Maintain NCAA and League compliance requirements
    • Perform other duties as assigned
  3. Management
    • Contribute to the annual planning of objectives, metrics and methodologies
    • Manage activities including problem identification, problem solving and problem avoidance
    • Engage in daily decision-making about the allocation of time, resources and talents to programming initiatives
    • Responsible for the direction, control and reconciliation of ticket sales for away game tickets at other Universities; submit statement of ticket sales and reconciliation; direct remittance of sales revenue to other Universities
    • Audit and coordinate group sales and other types of discount ticket sales; mine customer lists for ticket upsells
    • Manage JumpForward Player-Guest tickets in accordance with NCAA and Lehigh policies
    • Provides analysis of sales data to assist in marketing and promotion of events to maximize sales
    • Monitor set up of entertainment events in anticipation of obstructed seating areas and sight-line issues and then plans a strategy to re-seat ticket holders to comparable seating or other solution
    • Provide leadership in the daily use of the Paciolan platform; utilize Cheetah Digital through Paciolan to support Sales goals and Ticket Services communication
    • Prepare programs for sale, reconcile program sales and deposit revenue
    • Oversee Camp Registration system; update Lehighsports.com Camp and Clinic websites
  4. Leadership
    • Initiate changes/improvements to enhance efficiency, effectiveness and improvments to current programming and/or staffing expertise
    • Lead and participate in situational decision-making to effectively mitigate issues, handle contingencies and resolve problems
    • Promote and reinforce Departmental policies, mission, vision, values and priorities within and beyond the departmental staff
    • Serve as the point person for researching and implementing new technologies for the ticket services functional unit
    • Research, evaluate and implement new/refined technologies, techniques and procedures to creatively improve execution, quality and/or results of programs/events
  5. Advancement
    • Provide customer service and to customers in person, on the phone and via email
    • Process ticket orders, resolve ticket issues for customers, fulfill complimentary ticket requests for rental clients, student-athletes, recruits and coaches
    • Build and maintain collaborative working relationships with vendors, services providers, clients, event staff and other contacts
    • Pursue professional development opportunities, participate on Departmental, University committees and national organizations
    • Research benchmark comparisons to comparable organizations and implements best practices
  6. Results
    • Achieve the educational, customer service and financial objectives defined by the Athletics Department and the University
    • Contribute substantially to the achievement of departmental objectives for the functional area of Ticket Services programming
    • Encourage personal growth and development of part time staff
    • Promote student athlete and staff recognition
    • Contribute to the visibility and distinctiveness of the University and the Athletics Department via programming achievements
    • Adapt methodologies and protocols to new or changing situations to achieve positive results
    • Direct or participate in the development and implementation of modifications and enhancements to sustain and improve results
  1. Bachelor's Degree in Event Management, Performing Arts or related degree; equivalent combination of education and experience
  2. Three to five years related work experience in a box office setting (Paciolan knowledge preferred)
  3. Experience working athletics events, concerts, exhibitions and family shows
  4. Strong customer service skills
  5. Financial management experience; including reconciling daily sales and cash management
  6. Ability to complete projects on time and on budget, and report on status and progress
  7. Excellent communication and interpersonal skills
  8. Solid writing ability and organizational skills
  9. Solid analytical, decision making and problem solving skills
  10. Supervisory experience preferred
  11. Solid computer skills with experience using word processing and spreadsheet software
  12. Successful completion of standard background checks including but not limited to: social security verification, education verification, county and national criminal background checks, PATCH, FBI fingerprinting, Child Abuse Clearance. Based upon the requirements of the position Lehigh may also request credit history reports, motor vehicle checks and professional license/certification verification
Special Considerations:
  • This position has fiscal or financial responsibilities other than employee expense activity, such as processing or approving transactions; monitoring or preparing budgets; or generating income for University
  • This position works with minors
  • This position works a variable shift; regular weekday office hours, plus nights and weekend to support events
  • Periods of high volume/workload may be required
  • Occasional travel to attend games at other institutions; periodic travel to local vendors or off-campus meetings
FTE:10% Grade and Hiring Minimum:8-40 Salary commensurate with experience and qualifications. Salary adjustments for internal candidates comply with University policy. For more information contact Human Resources. Required Documents Message:Cover Letter, Resume




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Job No:
Posted: 8/16/2019
Application Due: 9/12/2019
Work Type: