Ticket Operations Manager | CFG Bank Arena

Oak View Group

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

More information at OakViewGroup.com, and follow OVG on Facebook, Instagram, Twitter, and LinkedIn.

Overview

The Manager of Ticket Operations is responsible for the day-to-day ticket operations for all aspects of ticket sales and Ticket Operations management CFG Bank Arena. The position is responsible for developing and executing a tactical ticket implementation plan to achieve select revenue goals. They will also be charged with developing and maintaining strategic relationships with all internal and external stakeholders. The select individual will ensure operational efficiencies are met, will challenge the process of creative thinking for revenue growth and provide strategic positioning to reach the highest levels of service. This position will work alongside the Director of Ticketing to assist with oversight of all Ticket Operations personnel and duties for CFG Bank Arena.

This role will pay a salary of $92,000 to $98,000.

job expires 9/15/2024

About the Venue

#4 Worldwide Highest Grossing Venue

• Billboard

#4 Venue of the Year in North America

• Venues Now

CFG Bank Arena is a 13,000+ seat, reimagined world class concert and entertainment venue. A premier destination for fans and artists, CFG Bank Arena showcases over $250MM+ in renovations, including modernized, state-of-the-art acoustics, superior suites and exclusive club levels, premium contemporary seating, reimagined concourses, upscale culinary experiences in food & beverage selections, and more! Located in the heart of Baltimore, the venue includes a new exterior façade, green scaping and enhanced lighting, this iconic landmark offers guests the ultimate entertainment experience in town. Rich in history, uniting fans with memories old and new, CFG Bank Arena hosts 100+ shows annually including the hottest artists on the planet. A cornerstone of the City of Baltimore, committed to the community, and redeveloped in the heart of Baltimore. A new era of live entertainment has arrived in Baltimore with the highly anticipated and reimagined, CFG Bank Arena.

Responsibilities

Essential Duties & Responsibilities:

• Direct and manage all Ticket Operations personnel, finances, and functions for CFG Bank Arena, to ensure operational efficiencies.

• Employs progressive leadership and management oversight to maximize profitability, service excellence, as well as optimizing ticketing processes to maximize the guest experience.

• Influence Ticket Operations personnel to embrace and adapt to new strategies, processes, and technology.

• Develop and implement standards of excellence and best practices in Customer Service for all CFG Bank Arena Box Office staff to achieve industry leading ticketing services and direct the resolution of all Ticket Operations customer service issues.

• Personnel related responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; counseling and disciplining employees in conjunction with Human Resources; addressing complaints and resolving problems

• Assist with the oversight of all CFG Bank Arena ticket operations.

• Works with all of Ticket Sales and Service for each team along with the Executive Director of Venue Booking about collaborating with new technology and working together to create the best Ticket Operations experience at CFG Bank Arena.

• Works closely with CFG Bank Arena operations staff and contractors regarding ticket sales, seating changes, and reporting for all events.

• Supports the Director of Ticketing between promoting entities, ticket service providers and CFG Bank Arena box office staff, ensuring that accurate information is disseminated, and events go on sale as intended at CFG Bank Arena.

• Assists with the development of all CFG Bank Arena ticketed events via Ticketmaster ticketing system and the administration of all reports, orders, offers, pricing, coding, holds, seat kills, processing of internal/VIP ticket requests, house ticket requests, sports team requests, promoter ticket requests, band ticket requests, etc.

• Coordinates with the premium services department to ensure that suites and other premium area requirements are fulfilled for each event.

• Provides settlement and close out documentation (including event sales audit, complimentary ticket recap report, receivables report, and scanned ticket count) to the CFG Bank Arena finance department at the conclusion of every event.

• Review and perform balancing, depositing, and reporting of daily ticket office receipts, as required.

• Supervises and assigns daily activities of the part-time ticket operations staff.

• Supervises, trains, and schedules all event ticket resolution staff.

• Supervises the reconciliation of window sales receipts.

• Prepares ticket window expense reports and attendance drop counts at the conclusion of each event.

• Balance, deposit and report all daily Ticket Operations receipts.

• Represent the department at meetings as determined by the VP of Ticket Operations.

This description is a summary only and describes the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Qualifications

Required Experience & Qualifications:

• Detailed knowledge of computerized ticket sales and Ticket Operations (Ticketmaster experience preferred).

• Significant compatible ticket office operations experience.

• Excellent customer service skills and ability to successfully communicate with the public, employees and vendors using verbal and written skills.

• Ability to coordinate multiple tasks in a fast-paced environment at a high level.

• Demonstrated ability and experience developing and coordinating multi-faceted event plans and problem-solving issues.

• Demonstrated sound organizational, coordinating, and personal interface skills.

• Proficiency in Word and Excel and detail oriented with strong numeric skills.

• Ability to work a varied schedule to include nights, weekends, and holidays.

• Highly motivated, strategic thinker, change culture attitude, understand the importance of workforce engagement.

• Minimum experience…

• 5+ years' experience in computerized Ticket Operations management.

• At least 5 years' experience with Ticketmaster

• Archtics, Host, TM1, and other TM tools.

• Applicants must meet minimum qualifications at the time of hire.

• Bachelor's degree highly preferred

Working Conditions:

• Minimal Travel (<5% travel): May be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights.

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required

• Standing and walking up to 1/3 of time.

• Sitting and talking/hearing up to 2/3 of time.

• Use of hands more than 2/3 of time.

• Reach w/hands and arms more than 2/3 of time.

• Lift up to 25 pounds up to 1/3 of time.

• Clear vision at 20" or less.

• Ability to identify and distinguish colors.

• Moderate noise to loud noise.

Strengthened by our Differences. United to Make a Difference.

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

EEO

Oak View Group is 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.