Senior Director, Ticket Operations - Churchill Downs (Louisville · KY)

Churchill Downs jobs
Sports Jobs in Louisville · KY
Ticket Operations: Ticket Operations
Churchill Downs Racetrack (“CDRT”), the world’s most legendary racetrack, has been the home of The Kentucky Derby, the longest continually held annual sporting event in the United States, since 1875. Located in Louisville, CDRT features a series of themed race days during Derby Week, including the Kentucky Oaks, and conducts Thoroughbred horse racing during three race meets in the Spring, September, and the Fall. CDRT is located on 175 acres and has a one-mile dirt track, a 7/8-mile turf track, a stabling area, and provides seating for approximately 60,000 guests. The saddling paddock and the stable area has barns sufficient to accommodate 1,400 horses and a 114-room dormitory for backstretch personnel. CDRT also has a year-round simulcast wagering facility. 

Churchill Downs also recently announced three major multi-year capital investments to transform key areas at the home of the Kentucky Derby. These projects will ultimately provide new, unique and extraordinary guest experiences in the coming years. Plans include the debut of a new project each year over the next three years, beginning with the Homestretch Club for Kentucky Derby 2022, the Turn 1 Experience for Kentucky Derby 2023, and culminating with a Paddock area redesign for the 150th running of the Kentucky Derby in 2024. 
"These improvements will blend 147 years of tradition with an updated atmosphere that celebrates our storied past and ushers in a spectacular future for Churchill Downs." – Churchill Downs Racetrack President - Mike Anderson
The Senior Director of Ticket Operations is responsible for the oversight of the ticket operations, admissions and program departments. This includes managing key financial reports with respects to ticket sales, developing and maintaining compliance processes and records, controlling ticket inventory, overseeing the access control system on all live event days as well as the ticket offices, and managing a team of seven full time staff. This role will execute and deliver a first-class business plan for all ticket products and will contribute daily to the enhancement of the department, its offerings, processes, and continued innovation. 
  • Develop a ticket operations business plan with the VP of Sales & Strategy
  • Responsible for implementing all related Ticketmaster marketing and sales tools
  • Responsible for reporting accurate sales numbers and revenue to the Finance Department and the VP of Sales & Strategy including providing direct Ticketmaster data to reconcile all financial statements 
  • Oversees ticket inventory including season sales, group sales, promotional packages, and single ticket sales 
  • Maintain master calendar for the departments key dates and deadlines 
  • Supervises the department operations and functions including invoicing of account holders, seat upgrades, allocations, transfers, and payment plans
  • Coordinates with Ticketmaster on the creation of events and events on sale; acts as the liaison with Ticketmaster; responsible for all updates and conversions
  • Responsible for all internal/external ticket requests including the production and distribution of all tickets
  • Utilizes company CRM system to manage key information on customer issues/resolutions 
  • Manages the Fortress access control system, hardware, software and integration with Ticketmaster and other third party applications
  • Provides Ticketmaster training for Ticket Sales, Ticket Operations and any other CDRT/CDI staff 
  • Ensure the box office operations environment is managed with streamlined processes with an emphasis on outstanding customer service while using analytics to show measurable results
  • Responsible for customer service training and ticket office training for ticket office/admissions employees
  • Works in conjunction with Sales, Sponsorship, Operations, Marketing, Community Relations and CDI departments for all internal ticket allotment and allocation for Day at Races 
  • Works with the Marketing and Sales department in the development of promotional campaigns and materials 
  • Address customer issues and ensure effective and long-term problem resolution including providing  timely feedback to the company regarding service failures or customer concerns
  • Perform other duties as assigned
  • Oversee & administer the building of events and other Archtics, Host, and Account Manager needs 
  • Oversee the set up and review the season/daily inventory 
  • Establish the venue manifests for all layouts Manage seasonal resale set up 
  • Manage the relationship with secondary resale marketplace Churchill Downs partners 
  • Churchill Downs’ venue mobile app
  • Manage the ticketing website 
  • Supervise the Iomedia interactive seat map.  
  • Manage the daily access control system and protocols 

 Ticket Operations:
Manage requests for customer and event data reporting  
  • Subject Matter Expert for all Ticket Operations applications 
  • Maintain the relationship between Churchill Downs, Fortress, and the Ticketmaster local and remote support client representatives and IT technicians. 

  • Adhere to CDI/CDRT Policies and Procedures
  • Represent Churchill Downs in a professional manner both inside and outside of the organization
  • Perform duties as workload necessitates
  • Demonstrate flexible and efficient time management and ability to prioritize workload
  • Be respectful to colleagues and function in a team environment
To perform this job successfully, candidate must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The candidate must have a strong work ethic and a burning desire to build a career in professional sports.
  • Proven experience managing both processes and the service performance required of such a position at a sports or entertainment venue, with significant amounts of knowledge pertaining to entertaining, selling and servicing customers is preferred. Specific group or hospitality sales experience is preferred. 
  • Proficient in Ticketmaster Archtics and Host and CRM software (Salesforce preferred) 
  • Creative and enthusiastic with excellent interpersonal skills
  • Available to work race days and special events
  • Possess a willingness to work long hours, evenings, weekends and holidays.
  • People oriented, able to multi-task, be organized, motivated and detail focused
  • Prior interaction with the public and/or working knowledge of the horse racing industry preferred
  • Proficiency in Microsoft Office and other related software and open to learning new technologies
Bachelor’s degree (B.A.) from a four-year college, or equivalent combination of education and experience is preferred with a minimum of 5 years ticketing experience.  
Ability to communicate effectively (oral & written) with all types of clients, co-workers, and the general public.  Ability to communicate effectively under pressure and when working under a deadline.
Knowledge to apply mathematical operations to such tasks as analyzing costs, return on investment, and analyzing metrics and statistics in comparison to set goals and performance. 
Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams.
When dealing with prospects and clients, employee must show discretion when making recommendations regarding options and event details for a Churchill Downs Racetrack event. 
Computer, printer, calculator, copy and scanning machine, telephone, software packages, etc. 
Travel Requirements: Does not require travel outside of Louisville
Physical Demands: This position requires the ability to lift up to 10 pounds.
Work Environment: The incumbent primarily works in an office environment, however is expected to attend Churchill Downs race days. 

This work is performed primarily in a business office setting within a sports and entertainment facility. Events often take place outside of traditional business hours, on weekends, and holidays. Some areas of the facility may be noisy and subject to changing weather conditions. Churchill Downs Racetrack spans 175 acres and more than 1.5 million square feet under roof with additional entertainment facilities not protected from weather conditions.
The ability to move swiftly throughout the facility and stand for long periods of time is necessary. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position.  As the nature of business demands change so, too, may the essential functions of this position.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

Job Questions:

  1. How many years of experience do you have using Archtics?

  2. Do you have experience using Ticketmaster Host? (Yes/No)

  3. Do you have experience using Ticketmaster Fortress? (Yes/No)

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