AC Grand Rapids
Ticket Operations Manager
AC Grand Rapids - Manager
Grand Rapids · MI
Ticket Operations · Box Office Management · Ticket Sales
0
1
day ago
AC Grand Rapids is an MLS NEXT Pro expansion club set to launch in 2027. As a new pillar in the West Michigan sports landscape, the club is committed to building a best-in-class sporting and entertainment organization that reflects the pride, passion, and values of the Grand Rapids community. We are building an innovative and community-driven club that wins on and off the pitch.
Position Summary
The Manager, Ticket Operations will manage all aspects of ticket operations for the club, including ticket fulfillment, customer service, game day box office operations, season ticket administration, ticketing systems, and sales reporting. This role will work closely with the ticket sales, partnerships, marketing, and communications teams to ensure a seamless ticketing experience for every fan and partner, and will play a foundational role in standing up the club’s ticket operations infrastructure.
The Manager, Ticket Operations will manage all aspects of ticket operations for the club, including ticket fulfillment, customer service, game day box office operations, season ticket administration, ticketing systems, and sales reporting. This role will work closely with the ticket sales, partnerships, marketing, and communications teams to ensure a seamless ticketing experience for every fan and partner, and will play a foundational role in standing up the club’s ticket operations infrastructure.
Primary Responsibilities
• Lead the creation, development, and maintenance of ticketed events through the club’s ticketing system.
• Create and manage pricing plans, promo codes, and other ticketing system programming needs.
• Work with the club’s ticketing platform provider to submit qualifiers for pre-sales and promotions, update event information, and troubleshoot pending issues.
• Manage and maintain stadium seating inventory for all ticket types.
• Coordinate with the ticket sales team on venue and seating inventory for games and events.
• Manage all game day and event day box office operations and staff.
• Serve as a primary point of contact for all ticket-related questions and box office inquiries.
• Coordinate with the sales and partnerships departments for all ticketing, fulfillment, and service needs of premium ticket holders.
• Service internal requests such as ticket purchases, ticket reprints, and Will-Call.
• Support the ticket sales and corporate partnerships staff with order processing, payments, and ticket fulfillment.
• Staff and support ticket operations and sales for stadium events when necessary.
• Fulfill approved ticket donation requests in coordination with the community team.
• Provide ticket sales reports and attendee analytics to management, directly impacting strategy decisions for the sales department, including category mix and opportunities for growth.
• Track and follow up on missed or failed ticket payments and any other ticketing payment discrepancies.
• Recruit, hire, train, and incentivize game day staff and interns to provide best-in-class customer service and support upsell opportunities.
• Serve as the primary contact with the club’s ticketing platform representatives to fulfill day-to-day tasks.
• Work in unison with the marketing, partnerships, and communications teams to implement department goals.
• Maintain an up-to-date awareness of MLS, MLS NEXT Pro, and sports trends, statistics, strategies, and activities.
• Assist with the development, coordination, and implementation of game day activities as needed.
• Provide the highest standards of customer service to every fan, client, and potential client.
• Perform other duties as required.
• Lead the creation, development, and maintenance of ticketed events through the club’s ticketing system.
• Create and manage pricing plans, promo codes, and other ticketing system programming needs.
• Work with the club’s ticketing platform provider to submit qualifiers for pre-sales and promotions, update event information, and troubleshoot pending issues.
• Manage and maintain stadium seating inventory for all ticket types.
• Coordinate with the ticket sales team on venue and seating inventory for games and events.
• Manage all game day and event day box office operations and staff.
• Serve as a primary point of contact for all ticket-related questions and box office inquiries.
• Coordinate with the sales and partnerships departments for all ticketing, fulfillment, and service needs of premium ticket holders.
• Service internal requests such as ticket purchases, ticket reprints, and Will-Call.
• Support the ticket sales and corporate partnerships staff with order processing, payments, and ticket fulfillment.
• Staff and support ticket operations and sales for stadium events when necessary.
• Fulfill approved ticket donation requests in coordination with the community team.
• Provide ticket sales reports and attendee analytics to management, directly impacting strategy decisions for the sales department, including category mix and opportunities for growth.
• Track and follow up on missed or failed ticket payments and any other ticketing payment discrepancies.
• Recruit, hire, train, and incentivize game day staff and interns to provide best-in-class customer service and support upsell opportunities.
• Serve as the primary contact with the club’s ticketing platform representatives to fulfill day-to-day tasks.
• Work in unison with the marketing, partnerships, and communications teams to implement department goals.
• Maintain an up-to-date awareness of MLS, MLS NEXT Pro, and sports trends, statistics, strategies, and activities.
• Assist with the development, coordination, and implementation of game day activities as needed.
• Provide the highest standards of customer service to every fan, client, and potential client.
• Perform other duties as required.
Minimum Qualifications
• Bachelor’s degree, with Business or Sports Management preferred.
• At least 3 years of experience managing a ticket office in a related or similar ticketing environment.
• Proficiency with major ticketing platforms (Ticketmaster Archtics/ProVenue, Tickets.com, or comparable), including Access Manager, Account Manager, and related back-of-house tools.
• Must be proficient in MS Word, Excel, PowerPoint, and Outlook.
• Must be willing to work flexible hours, including nights, weekends, holidays, and match days.
• Must be willing to travel when necessary.
• Must pass pre-employment screens.
• Bachelor’s degree, with Business or Sports Management preferred.
• At least 3 years of experience managing a ticket office in a related or similar ticketing environment.
• Proficiency with major ticketing platforms (Ticketmaster Archtics/ProVenue, Tickets.com, or comparable), including Access Manager, Account Manager, and related back-of-house tools.
• Must be proficient in MS Word, Excel, PowerPoint, and Outlook.
• Must be willing to work flexible hours, including nights, weekends, holidays, and match days.
• Must be willing to travel when necessary.
• Must pass pre-employment screens.
Preferred Qualifications
• Prior experience in a professional or collegiate sports ticketing environment.
• Experience playing or knowledge of the professional soccer landscape.
• Prior experience in a professional or collegiate sports ticketing environment.
• Experience playing or knowledge of the professional soccer landscape.
