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Senior Ticket Operations Manager

Company: Churchill Downs Racetrack
Location: Louisville
Posted on: May 28, 2023

Job Description:

POSITION SUMMARY:The Senior Ticket Operations Manager will provide strategic and DBA leadership for the department, staff, and products. Assume the role as a department point of contact for administration of the venue's manifest, inventory, building of events, pricing, invoicing, online sales & fulfillment, and reporting. As a team member of the Ticket Operations department, ensure that the ticketing system is functioning on both dark and live race days in regards to department and box office needs for events, tickets, pricing, access control, online features, and reporting.

  • Administer the building of events, ticket types, offers, and other Archtics, Host, and Account Manager needs
  • Monitor the daily operations and functionality for the day-to-day management of the ticketing system
  • Set up and review the inventory of events while distributing and managing holds
  • Ensure ticketing system and digital interfaces match necessary blueprints while meeting digit, resale, and Ticketmaster Host restrictions.
  • Manage the invoice and ticket templates in the ticketing system.
  • Assist with bulk invoicing, email distribution, and Account Manager online payment processes.
  • Bulk sell the yearly roll over ticket allotment of various customer groups
  • Create, manage, and distribute daily, weekly, and monthly ticketing reporting
  • Complete seasonal resale set up in the ticketing system and manage event settings for the TMR resale marketplace
  • Monitor and test the ticket management section the Churchill Downs' venue mobile app.
  • Manage the ticketing website and associated applications for offers, invoicing, printing tickets, images and content on Account Manager and Ticketmaster.com.
  • Manage the daily access controlled event, gate, and ticket program settings in Ticketmaster Presence Fortress
    • Manage the Fortress access control system, hardware, software and integration with Ticketmaster and other third party applications.
    • Troubleshoot and report on Fortress hardware, software, and integrations
    • Operate Fortress software in terms of daily event preparation and closing, custom reporting, gate and secondary assignments.
    • Card printing, ordering of card stock, and training of staff to reprint and research RFID card details.
    • Inventory, functionality, programming, testing, troubleshooting, deployment, tear down, maintenance, and order Fortress equipment and support computer hardware items for secondary access units; including offseason storage.
    • Assist with the Fortress deployment, space construction, set up and tear down timelines
    • Create the yearly secondary scanning manifest template for approved tickets to scan at select secondary locations for the various types of live race days.
    • Perform other duties as assigned Ticket Operations:
      • Manage requests for customer and event data for sales, marketing, events, and other departments
      • Subject Matter Expert for all Ticket Operations applications, create internal and external facing how-to guides, update the guides as critical functionality changes, provide education training courses and quick hit communication updates as necessary. Educate the customer and create guides for online download and handouts.
      • Act as the ticketing operations liaison between departments to ensure success and education of the ticketing system abilities with regards to other department needs
      • Manage user permission and creation for various technology applications such as Ticketmaster Archtics, TM1, Fortress, SecureLink and Revel Digital.
      • Create menu boards and digital Revel Digital screen images for the box office televisions and window sellers.
      • Manage the multiple Smartsheet requests such items as employee complimentary tickets, on sale ticket requests, refund requests, credential requests, etc.
      • Maintain the relationship between Churchill Downs, Fortress, and the Ticketmaster local and remote support client representatives and IT technicians. EXPECTATIONS:
        • 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 QUALIFICATION REQUIREMENTS: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.
          • 2-3 years of experience with Ticket Operations
          • Experience with Fortress preferred
          • Experience with Ticketmaster applications highly 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
          • Proficiency in Microsoft Office and other related software and open to learning new technologies EDUCATION AND/OR EXPERIENCE:Bachelor's degree (B.A.) from a four-year college, or equivalent combination of education and experience is preferred.
            LANGUAGE SKILLS: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.
            REASONING ABILITY:Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams.
            PROBLEM SOLVING REQUIREMENTS:When dealing with prospects and clients, employee must show discretion when making recommendations regarding options and event details for a Churchill Downs Racetrack event.
            MACHINE, TOOLS, EQUIPMENT: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.

Keywords: Churchill Downs Racetrack, Louisville , Senior Ticket Operations Manager, Executive , Louisville, Kentucky

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