Overview

The Director of Ticket Operations is a highly organized and detail-oriented professional who oversees the planning and execution of the AHL Coachella Valley Firebirds ticket operations and assists with concert builds as needed, while effectively supporting ticket sales initiatives and optimizing customer experience. This position reports to the VP of Ticketing.

This role pays a yearly salary of $90,000-$100,000 and is bonus eligible.

Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays)

This position will remain open until October 1, 2025.

Responsibilities

Essential Duties & Responsibilities:

• Oversee and manage the ticket build of all Coachella Valley Firebirds games and events, including confirming the manifest, pricing, dynamic pricing, offers, ticket inventory, ticket revenue and reporting, processing, fulfillment of all ticket orders, invoicing, payment plans, and promo codes.
• Support the Vice President of Ticketing and Sr. Manager on concert event builds including scalings, submissions via EMT, working directly with the promoter, inventory and promotional offer maintenance, and settlements as needed.
• In concert with the Finance and Sales departments, assist with all financial reconciliation regarding daily reports, monthly reports, league reporting, and sales trackers utilizing the Ticketmaster platform.
• In concert with Sales & Premium teams, manage the CV Firebirds renewal process including setting timelines, processes forecasting, and renewal pricing proposals.
• Work directly with other departments (sales, marketing, digital) to increase revenue opportunities.
• Oversee the distribution process for all plans including season, half, and flex along with groups and individual tickets.
• Communicate and collaborate with various internal stakeholders (sales, finance, marketing, operations) and external stakeholders (ticket buyers / customers).
• Assist the Sr. Manager of Ticketing on all box office staff needs with a focus on training, growth (career and personal), and customer service.
• Communicate proactively and effectively with senior management and cross-department colleagues.
• Act as primary contact for all stakeholders on all hockey games and any assigned concert events by working event nights.
• Be a resource on all policies and procedures of box office management.
• Other duties as assigned.

Qualifications

Qualifications

• Bachelor’s Degree from an accredited college or university with major coursework in business management, sports management, business administration or another related field
• Minimum of 8 years of increasingly responsible box office/ticketing experience, preferably with a sports facility, convention center, performing arts facility or other multi-purpose public assembly facility
• Direct experience with Ticketmaster ticketing system including Archtics, Host, TM1, and EMT.
• Knowledge of operational characteristics, services and activities of stadium, arena, public assembly facility or convention center sales programs
• Demonstrated proficiency in Microsoft Office applications and word processing, spreadsheets, database, presentation, graphic design, PowerPoint, and Internet software
• Knowledge of federal, state, and local regulations as related to venue operations
• Knowledge of principles of budget preparation and control 
• Communicate clearly and concisely, both orally and in writing
• Work a flexible schedule including early mornings, days, evenings, overnight, weekends, holidays, extended (long) workdays and extended number of days

Working Conditions:

• Minimal Travel (<10% travel): May be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights.
• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required
• Frequent bending, lifting 15-20 pounds, sitting, exposure to multiple external elements, extensive walking through the building