Manager of Ticket Operations – St. Louis City SC, US
The Manager, Ticket Operations will oversee all aspects of ticketing operations and inventory management. This position will play a critical role in the development and execution of our ticketing strategy and overall event operations, by acting as a liaison between ticket sales, service, and stadium operations. It is also responsible for delivering the highest level of customer service for all internal and external customers. This includes customer service management of the Box Office on match day.
This position will be responsible for multiple concurrent projects under the supervision of the Director, Ticket Operations & CRM.
ABOUT ST. LOUIS CITY SC:
Major League Soccer’s (MLS) first majority female-owned and female-lead organization has its sights set on launching for the 2023 MLS season. The 100 percent St. Louis based owners are committed to becoming an exceptional club and neighbor and a symbol for the future of our city and region.
St. Louis CITY SC will play in a brand new, state-of-the-art soccer stadium to be built on approximately 30 acres in downtown St. Louis, Missouri. The seating capacity of the open-air stadium will be approximately 22,500. Included with the build of the stadium will be the team Administrative Offices and Training Facility immediately adjacent to the stadium in Downtown West St. Louis.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Oversee the execution and leadership of the team that is responsible for ticket operations, implementation of ticket products and technology, as well as assist with financial reporting.
- Develop operations plan for handling all functions including invoicing of account holders, seat upgrades, allocations, transfers, payment plans, and other ticketing initiatives.
- Serve as a database administrator and manage the stadium and maintenance of ticketed events and plans through SeatGeek.
- Serve as point of contact for scanning operations for SeatGeek and internal STL CITY SC departments.
- Serve as point of contact for all technology and app-related needs, issues, and development.
- Manage SeatGeek user accounts and privileges for both internal employees and other departments.
- Interface with SeatGeek on technology needs, troubleshooting, and event building.
- Assist Director, Ticket Operations & CRM in developing policies and executive reporting processes.
- Strategically manage ticket inventory and class assignments to optimize sales and service initiatives.
- Research issues/errors concerning printing, game summary, Account Manager, mobile app, and online purchases.
- Assist in processing and reconciling financial statements, daily reconciliation of ticket sales, event audits, and working with the league office on match statements and other matters.
- Coordinate and manage box office on event days, including but not limited to:
- Provide training and direct supervision over part-time staff.
- Handle on-site ticket-related issues: lost tickets, wheelchair exchanges, mobile app issues, and seating issues.
- Will call and other customer service-related issues.
- Collaborate with senior leadership to execute and implement the operational components of membership and brand-driven marketing campaigns and support sales, service, and marketing staff in all operational elements for ticket offers, promotions, and programming.
- Other duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITY:
- Must have the ability to maintain professional behavior and appearance.
- Must have the ability to demonstrate uncompromising judgment and discretion to protect the confidentiality/privacy of others, and company documents and records.
- Must have a strong sense of self-awareness and emotional intelligence, strong interpersonal conflict resolution, and problem-solving skills.
- Must have good decision-making skills, solid judgment, and interpersonal effectiveness.
- Must have strong teamwork and relationship management skills and work effectively with all personalities to support a strong, unified culture.
- Must have an interest and ability in serving others as one of the primary functions of their job.
- Must be self-directed and able to work independently and possess a strong ability to manage one’s own time and prioritize tasks.
- Must possess strong communication skills; must be comfortable with engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong, active listening skills.
- Must be able to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption.
- Must have a strong command of reasoned, measured decision-making based upon analyzing the pros and cons of each potential decision to be made.
- Accurate, efficient, and timely execution of tasks and able to be flexible and resourceful in response to changing priorities and needs.
- Able to work long and flexible hours, including holidays, weekends, and all events as needed.
