Texas Stars
Senior Director of Ticket Operations
Texas Stars - Manager
Cedar Park · TX
Box Office Management · Ticket Operations · Box Office Database Administration
$70,000 - $85,000 / year
1
6
hours ago
JOB SUMMARY: The Senior Director of Ticket Operations provides leadership and oversight for all ticketing and box office operations for H-E-B Center at Cedar Park and Texas Stars, ensuring accurate event builds, seamless ticket sales execution, and exceptional customer service. The Senior Director is a working director role, requiring active involvement in departmental operations in addition to staff leadership. This role manages workflow collaboratively, assigning and completing work alongside the one full-time direct report to ensure fair workload distribution and timely outcomes.
ESSENTIAL FUNCTIONS:
ESSENTIAL FUNCTIONS:
- Lead box office and ticket operations with a focus on accuracy, efficiency, and customer service.
- Manage and mentor one full-time box office team member.
- Act as in-house expert of Ticketmaster suite of products, including Archtics as superuser, Host, TM1, TM Entry, and mobile technology.
- For events acting as box office lead, issue audits and settlement reports and serve as the primary ticketing liaison between promoter/client/tenant.
- Interpret audits and reports for colleagues and clients.
- Execute prompt and accurate event builds, including seating manifests, price scalings, audits, inventory management, discounts, presales, and dynamic pricing.
- Adapt quicky to last-minute change requests and ticket build adjustments with accuracy and promptness.
- Ensure all ticket and box office operations comply with company policies, event contractual obligations, state/federal laws, and sport tenant league mandates.
- Serve as primary liaison between the company and Ticketmaster.
- Collaborate with Booking and Marketing departments to monitor ticket sales goals as requested.
- Analyze sales trends and reports to identify sales opportunities and operational improvements, sharing insight with leadership.
- Utilize purchase history and ticket redemption history to resolve credit card chargeback inquiries.
- Oversee parking events through third-party systems and provide operational and quality control oversite to the venue’s parking operator.
- Act as the main facilitator for end of event/season reconciliations and daily reporting with the Finance team.
- Collaborate across departments including but not limited to Booking, Marketing, Event Services, Parking Operations, Food & Beverage, and Arena Operations to support event success.
- Cultivate and maintain relationships with promoters, sport tenants, Ticketmaster, and parking operator.
- Support Guest Services team with ticket resolution to ensure a positive guest experience.
- Resolve customer service issues involving guests, promoters, or tenants with professionalism and care.
JOB QUALIFICATIONS:
- Bachelor’s or Associate’s degree preferred.
- 6 to 8 years of progressive experience in ticket operations within arena, stadium, performing arts center, or large public assembly facility where large scale live sport and entertainment events are hosted.
- Demonstrated hands-on experience with Ticketmaster suite of products is required.
- 3 to 5 years of supervisory experience managing a team.
- Working knowledge of venue booking procedures and event life cycles from on sale to settlement.
- Exceptional attention to detail with the ability to ensure accurate event set-ups while maintaining high levels of data accuracy and consistency.
- Demonstrated experience managing ticketing revenue reconciliation, including sales reports, audits, and end of event settlements.
- Familiarity with ADA seating regulations and best practices for special accommodations.
- Proven ability to lead full-time and part-time team members in fast-paced, high-volume environments.
- Ability to manage confidential and sensitive information while maintaining a high level of trust and integrity.
- Professionalism and a proactive, solution-oriented approach to challenges.
- Proficiency in Microsoft Office Suite with strong working knowledge of Excel.
- Must be a driven, self-starter who works well without significant oversight.
- Willing and able to work a non-traditional schedule, including nights, weekends, and holidays.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT:
While performing the duties of this job, the employee is required to stand, walk, sit, use hands and fingers, handle objects and office tools, reach, balance, stoop, kneel, crouch, talk, and hear. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is exposed to an office and/or arena environment, with noise levels usually moderate to loud.
*This job description does not contain a comprehensive listing of activities, duties, or responsibilities. Other tasks and duties may be assigned as needed.
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.
