Director of Ticketing Operations
Company: Birmingham Jefferson Co
Location: Birmingham
Posted on: January 25, 2023
Job Description:
Summary/Objective The Director of Ticketing is responsible for
providing leadership, strategic direction and management for the
ticketing and box office operations. This position will oversee the
internal controls of the ticketing systems, box office standard
practices, and profitability of the department. The Director of
Ticketing is responsible for selecting, motivating, training and
leading all ticketing and box office personnel. The ideal candidate
will have significant experience building complex events in
ticketing systems (Ticket Master and Archtics), managing ticketing
inventory, monitoring and maintaining accurate data. Creating and
verifying financial reports, ticketing forecasting initiatives via
the ticketing systems platform for external and internal partners.
The incumbent will possess exceptional guest services skills with
the ability to foster strong working relationships with customers
and promoters. Essential Duties/Responsibilities Demonstrates
understanding and full performance ability in each of the
following:
- With Director oversight, develop and implement a comprehensive
ticket sales program.
- Research, develop and implement effective process to streamline
or improve current ticketing/box office processes.
- Builds and supervisors event builds in Ticketmaster and/or
Archtics system when necessary, including ancillary events such as
parking, club and suite events.
- Research and recommend policies and procedure to ensure the box
office team provides consistent responses that align with BJCC
mission and values.
- Develop and direct the premium season and VIP ticketing program
and promotions.
- Work closely with Executive Management as well as the Sales and
Marketing department to plan and implement sales strategy and new
programs to drive organizational revenue.
- Responsible for the day-to-day operations of the box office,
premium ticketing and ticketing operations.
- Develop and oversee the overall department goals and strategies
in conjunction with Executive Management.
- Responsible for accurate and timely event builds in the
ticketing system (Ticketmaster & Archtics), including, scaling
maps, seating manifests, price tables, holds/kills, discounts,
presales, and etc.
- Oversees all financial reconciliation in regard to daily
reports, monthly reporting and event settlements.
- Creates effective sales projection and revenue reports submits
reports to applicable department including finance and executive
management.
- Monitor guest experience in an effort to implement strategies
and provide engaging training to ensure the ticketing team delivers
an exception guest experience.
- Responsible for the ticketing systems administration and
upgrades including communicating between Ticketmaster and internal
team members of system changes and event changes.
- Works closely with internal team members to execute timely and
on-sales, special promotions and reports for event
settlements.
- Routinely serves as a liaison between the box office team,
ticketing system, promoters, and vendors.
- Responsible for managing an effective premium, season and VIP
ticket program including promotion, renewals, processing and
strategies to maximize program effectiveness and revenue.
- Directs the ticketed events on day of event and monitors event
ticket sellers. Serves as the primary contact for the ticketing
program.
- Serves as the point of contact with promoter and Ticketmaster
to ensure accuracy of event set-up for ticket sales.
- Directs the ticket inventory to include approving the of holds,
changing ticket types, and other inventory tools as necessary on
events.
- Pulls ticket orders for the promoter and follows instructions
for deliver of tickets, to include monitoring payment and account
reconciliation.
- Responsible for ensuring ADA Compliance from ticketing to
include being a main contact of ADA customer inquiries and ADA
event seating procedures development and regulation.
- Exercises confidentiality and integrity upon handling personal
and financial data for the BJCC and guests.
- Performs other duties as required. Work EnvironmentThis
environment is fast paced and moderately demanding. This position
may have a moderate to extensive stress level associated with
dealing with crowds of public visitors. Work is typically performed
indoors, in a temperature-controlled office setting, although at
time work may be performed outdoors exposed to the elements (heat,
rain, etc.). Physical DemandsDuties require extended periods of
sitting. Moderate amount of physical effort such as walking,
standing, and climbing. Limited amount of bending, stooping,
squatting, and kneeling. Ability to lift up to 30lbs with or
without assistance, while maintaining good balance. Must be
flexible enough to reach above shoulder level and be able to push
and pull for brief periods of time. Visual acuity, speech
recognition, and speech clarity. Position Type/Expected Hours of
Work This is a full-time position; hours of work must be flexible
and varied to meet the demands of the events of the facility. Must
be able to work extended and/or irregular hours including day,
nights, weekends, and holidays, as needed. Some travel is required
throughout the United States to make sales calls or attend
industry/association meetings. This position may require minimal
travel. Required Education and Experience
- Minimum of ten (10) years related experience in events,
sporting or entertainment ticketing w/ five (5) years supervising
and/or managing a box office operation preferred
- Must have a minimum of three (3) years' experience handling
large amounts of sales/money and public customer service.
- Knowledge of convention center venues is strongly
preferred.
- Must possess extensive knowledge of box office operations and
Ticketmaster, maps, reclass, accounts, etc. Experience with
Archtics Season Ticketing strongly preferred.
- Bachelor's degree from an accredited college or university with
emphasis in public administration, hospitality, business
management, or a related field. Industry certifications strongly
preferred.
- Valid State of Alabama Driver License.Additional Eligibility
Qualifications
- Capable of working independently without continuous
supervision.
- Position has a wide degree of creativity and latitude is
expected with a results-oriented objective.
- Ability to build effective working relationships, both
internally and externally, by representing BJCC in a professional
manner in all endeavors.
- Work effectively under pressure and/or stringent conditions
while still producing accurate results.
- Ability to analyze and extract data from reports related to
ticket sales and financial forecasting.
- Excellent oral communication, written communication, fluency in
English, active listening.
- Position requires the ability to multi-task and coordinate
large projects simultaneously.
- Ability to demonstrate critical thinking, time management, and
deductive reasoning skills.
- Must be extremely organized and detail oriented.
- Motivates and leads guest experience services for the sales
team.
- Must have no past history that would preclude bonding.
- Ability to prepare and interpret applicable finance and
business reports.
- Ability to conduct basic mathematical calculations. proficient
with calculator, adding machine and mathematical calculations for
making correct change and balancing reports.
- Ability to anticipate problems, identify issues and implement
immediate corrective action to solve problems.
- Proficient in Microsoft Office software and other software.
PI202037391
Keywords: Birmingham Jefferson Co, Birmingham , Director of Ticketing Operations, Executive , Birmingham, Alabama
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