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Job Title: Manager, Ticket Operations Department: Ticket Operations Business Unit: KSE Location: Denver, Colorado Reports To: Senior Director, Ticket Operations Employment Type: Full Time- Salaried- Exempt Supervisor Position: Yes Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, 1STBANK Center, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam.
Nature of Work: The Manager of Ticket Operations is responsible for the day-to-day ticket operations for all aspects of ticket sales and Ticket Operations management at all Kroenke Sports & Entertainment (“KSE”) venues located in Denver, Colorado including Ball Arena, Dick’s Sporting Goods Park, and Paramount Theatre. 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 Senior Director of Ticket Operations to assist with oversight of all Ticket Operations personnel and duties.
Essential Duties/Responsibilities:
- Direct and manage all Ticket Operations personnel, finances, and functions for KSE Ticket Operations, 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 KSE Ticket Operations 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 KSE sports team ticket operations including the Denver Nuggets, Colorado Avalanche, Colorado Rapids and Colorado Mammoth.
- Assist with the oversight of all other ticketed events taking place at KSE Venues including, but not limited to, concerts, family shows, religious events, college sports, etc.
- 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 KSE Venues.
- Works closely with KSE operations staff and contractors regarding ticket sales, seating changes, and reporting for all events.
- Supports the Vice President of Ticket Operations between promoting entities, ticket service providers and KSE operations staff, ensuring that accurate information is disseminated, and events go on sale as intended at KSE Venues.
- Assists with the development of all KSE 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 KSE accounting department at the conclusion of every event.
- Completes any sports league mandated reports as required by KSE accounting.
- Review and perform balancing, depositing, and reporting of daily ticket office receipts, as required.
- Event management duties (oversight of approximately 300-350 annual ticketed events a year at KSE Venues)
- Other duties as assigned
Additional Duties:
- 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.
- Prints and files will call orders for each event when required.
- 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 is describing 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.
Working Conditions & Physical Demands:
- 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.
Qualifications
- Minimum
- 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
Competencies/Knowledge, Skills & Abilities
- 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
Compensation
- Base salary range $60,000 – $65,000 per annum
- Eligible for annual discretionary bonus
Benefits Include
- 12 Paid Company Holidays
- Health Insurance (Medical, Dental, Vision)
- Paid Time Off (PTO)
- Life Insurance
- Short and Long-term Disability
- Health Savings Account (HSA)
- Flexible Spending plans (FSAs)
- 401K plan/Employer Match
Equal Employment Opportunity Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.