Role Summary
The Manager of Ticket Operations is a full-time exempt role reporting to the Director of Ticket Operations and Revenue Intelligence. This position plays a key part in overseeing the operational management of all ticketing functions, ensuring accuracy, efficiency, and a seamless experience for all internal and external stakeholders. The role requires a proactive problem solver who can manage complex processes, maintain strong system integrity, support sales initiatives, and provide excellent service throughout the entire event cycle—from early-year wrap-up and renewals through game day execution. This role is highly collaborative, working closely with committee members (external stakeholders), accounting, sponsorship, marketing, and third-party vendors such as SeatGeek and Salesforce.
Core Responsibilities:
Ticket Operations & Fulfillment
- Oversee daily ticketing operations including event builds, pricing, inventory management, printing, and distribution.
- Manage internal fulfillment for members, partners, sponsors, teams, vendors, and community programs.
- Ensure accurate manifests, dynamic pricing updates, and system maintenance across SeatGeek and related platforms.
- Support game day operations—box office management, troubleshooting, walk-up sales, reprints, and team support.
Sales Support & Member Services
- Support member renewals, upgrades, presales, and public on-sales across multiple events.
- Maintain strong relationships with Fiesta Legacy Members, Yellow Jackets, committee members, sponsors, and premium clients.
- Assist with sales collateral, communications timelines, and marketing/promotional efforts tied to ticketing.
- Provide lead research and sales support for individual, group, and premium initiatives.
System Management & Reporting
- Maintain SeatGeek, Salesforce, and third-party integrations including user setup, data flow, reconciliation, and reporting.
- Produce inventory summaries, sales reports, accounting imports, audit documentation, and analytics to support strategy and financial accuracy.
- Partner with accounting on settlements, charge-backs, daily/monthly reconciliations, and annual audit prep.
Cross-Functional Collaboration
- Partner with Sponsorship, Marketing, Communications, Community Relations, Events, and Finance to fulfill all ticket-related needs.
- Support OneCause operations for registration, table sales, player lists, guest information, and event-day check-in.
- Coordinate nonprofit ticket programs, silent auction needs, and other community initiatives.
Customer Service & Issue Resolution
- Serve as a primary contact for ticket inquiries, escalations, and troubleshooting across digital and physical ticketing.
- Resolve partner issues, customer disputes, fraud concerns, and account corrections promptly and professionally.
- Provide ongoing support for premium account needs and committee members.
Seasonal & Game Day Execution
- Lead or support box office operations, onsite ticketing logistics, registration processes, and premium seat checks.
- Assist with event execution for Par 3 Challenge, Football Kickoff, and other year-round events.
- Provide support to seasonal staff and internal departments throughout peak periods.
Leadership & Team Support
- Train and support seasonal associates and new system users; participate in seasonal hiring.
- Support Yellow Jacket sales operations including access codes, inventory, reporting, and leadership updates.
- Host periodic sales huddles and help communicate updates, timelines, and best practices.
Other Responsibilities
- Contribute to organizational projects, operational improvements, and cross-department initiatives.
- Represent the Fiesta Sports Foundation professionally and uphold its mission and values.
- Additional roles may be assigned by your manager as the business needs evolve.
Qualifications
- Bachelor’s degree required.
- Minimum 4+ years of ticket operations experience, ideally in collegiate athletics, bowl games, or large-scale sports and entertainment event operations.
- Strong understanding of SeatGeek or similar primary ticketing systems; experience building events, managing manifests, and handling fulfillment.
- Proficiency in CRM systems (Salesforce preferred), reporting tools, and ticketing integrations.
- Excellent communication skills with the ability to interact professionally with fans, partners, staff, and senior leadership.
- Proven ability to manage high-volume processes with speed, accuracy, and attention to detail.
- Ability to work evenings, weekends, and extended hours during peak event periods.
- Strong customer service approach and conflict-resolution skills.
- Highly organized, adaptable, and comfortable working in a fast-paced environment with shifting priorities.
- Creative and resourceful mindset—comfortable proposing improvements, solving problems, and supporting strategic plans.
- Positive, team-oriented attitude with the ability to collaborate across departments and support the organization’s mission.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
