Job Title: Ticket Operations Manager
Organization: Fort Lauderdale United FC
Department: Ticketing
Reports To: Director of Ticket Sales
Classification: Full-time
COMPANY INFORMATION:
Fort Lauderdale United FC is one of the 8 teams that will feature in the inaugural 2024 season in the USL Super League. Additional teams are set to join in subsequent seasons. Fort Lauderdale United FC is set to play their home matches at Nova Southeastern University, in Davie, Florida, formerly home to the Miami Dolphins training facility.
JOB DESCRIPTION
The Ticket Operations Manager will manage all aspects of ticket operations, ticket fulfillment, ticket data management, customer service, game day box office operations, event day box office operations, season ticket sales, administrative information systems, and sales reporting.
ESSENTIAL FUNCTIONS
- Lead the creation, development, and maintenance of ticketed events through the team’s ticketing system
- Assist with creating and managing plans, promo codes, and other ticketing system programming needs.
- Work with the ticketing provider to submit qualifiers for pre-sales and promotions, update event information, and troubleshoot pending issues.
- Manage, maintain, and optimize stadium seating inventory for all ticket types.
- Coordinate with the Ticket Sales team on venue and seating inventory for games and events.
- Assess trends within the industry as well as within the local ticket data to optimize ticket revenue and market potential.
- Oversee ticketing reports to management and accounting
- Manage all game/event box-office operations and staff
- Serve as a point of contact for all ticket-related questions and box office inquiries.
- Coordinate with the sales department for all ticketing, fulfillment, and service needs of ticket holders.
- Support Ticket Sales and Corporate Partnerships staff with order processing, payments, and reporting.
- Staff and support ticket operations and sales for stadium events when necessary.
- Fulfill approved ticket donation requests.
- Provide ticket sales reports and attendee analytics to management.
- Track and follow up on missed and failed ticket payments, as well as any other ticketing payment discrepancies.
- Train and incentivize gameday staff to upsell and provide positively amazing service.
- Serve as primary contact with ticketing systems and work closely with our representatives to fulfill tasks.
- Other duties assigned
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The Director of Ticket Sales must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skill and abilities:
- Ability to construct business plans from scratch and execute the plan
- Ability to inspire, lead, and manage employees
- Highly organized, resourceful, detailed-oriented, quick learner, and time management skills
- Ability to prioritize and delegate workload and solve problems efficiently and quickly
- Exceptional guest and client service capabilities
- Ability to multi-task in a fast-paced and high-pressure environment
- Ability to professionally handle highly sensitive and confidential information
- Ability to professionally communicate and interact with all levels of management
- Ability to read, listen, and communicate effectively in English, both verbally and in writing
- Proficient with Microsoft Word, Excel, and Outlook
- Quality presentation skills – ability to create, analyze, interpret, and present reports and correspondence
- Knowledge in Seatgeek/TDC or other ticket software preferred
- Background in Sports/Entertainment/Hospitality industry preferred
- Bilingual (English & Spanish) a plus
QUALIFICATION STANDARDS
Bachelor's degree from an accredited College or University or equivalent industry experience
- Minimum 2 years of Box Office experience either in a supervisor or lead role.
- Proficient in Microsoft Office, especially Microsoft Excel.
- Experience and working knowledge of ticketing systems and applications, preferably Seatgeek or TDC.
- Must have strong initiative and work ethic and be able to function without supervision.
- Ability to perform under pressure and in a fast-paced environment.
- Capability to manage a high level of detail across multiple projects and to prioritize efficiently.
- Superb customer service skills and the ability to effectively communicate with guests.
- Strong communication and customer service skills.
- Working knowledge of MS Word, Excel, PowerPoint, Outlook, and other computer skills.
- Attention to detail and a commitment to excellence are a must.
- Ability to work nights, weekends, and holidays as dictated by events.
- High level of professionalism with a strong work ethic and the ability to work in a team setting.
Fort Lauderdale United FC provides comprehensive benefits offerings to all full-time employees. Our benefits include medical, vision, and dental insurance. Fort Lauderdale United FC is an equal opportunity employer, and we will not discriminate against any employee or applicant for employment because of age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or any other classification protected by law.
