Manager, Ticketing Operations
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Job Description
Manager overseeing ticketing operations ensuring seamless customer experiences in professional women's sports leagues. Collaborating with various teams to achieve operational excellence in ticketing.
Responsibilities:
- Lead the creation, management, and quality control of all ticketed events in the ticketing system(s) (single games, season, and special events).
- Collaborate with the group and season ticket sales team, marketing, digital fan engagement and box offices to ensure accurate ticket inventory, pricing, holds, and seating manifests.
- Oversee ticket fulfillment and distribution (mobile tickets, group orders, VIP access).
- Ensure compliance with league policies, venue requirements, and ticketing best practices.
- Serve as the primary point of contact for ticketing-related customer inquiries, escalations, and issue resolution.
- Build and maintain customer service standards, including response times and fan communication.
- Train staff and part-time game day box office personnel on ticketing procedures and fan engagement best practices.
- Develop and maintain detailed reporting dashboards for ticket sales, inventory, and attendance.
- Analyze ticketing data to identify trends, opportunities, and areas for operational improvement.
- Deliver post-event reporting and insights to internal stakeholders and leadership.
- Oversee on-site box office operations, including will call, ticket resolution, and walk-up sales.
- Partner with operations and security staff to ensure smooth ingress and fan flow.
- Troubleshoot ticketing issues in real-time during events.
- Work closely with sales, marketing, finance, and venue partners to align ticketing operations with overall business goals.
- Serve as a subject matter expert on ticketing technology and recommend process improvements.
- Support the Sr. Director of Ticketing with budgeting, vendor management, and strategic initiatives.
Requirements:
- 3-5 years of experience in ticketing operations, with a strong preference for those with prior experience in professional sports
- Expertise with major ticketing platform(s) (e.g., Ticketmaster, Paciolan, Fevo, etc.)
- Experience managing box office operations for multiple teams or events simultaneously
- Strong data analysis and reporting skills (Excel proficiency required)
- Excellent communication, organizational, and problem-solving skill
- Familiarity with CRM systems (Hubspot preferred)
- Passion for women’s sports and growing fan engagement at the grassroots level
- Knowledge of Google Suite products
- Ability to work nights, weekends, and holidays as required by the event schedule
- Willingness to travel up to 20% of the time
Benefits:
- Competitive health, dental, and vision insurance plans
- 401(k) plan with generous company match
- Paid parental leave
- Wellness and Development benefit
- Caregiving benefit
- Unlimited paid time off alongside company holidays
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