Assistant Ticketing Manager- Operations

ABOUT THE BJCC

For over 50 years, the Birmingham-Jefferson Convention Complex (BJCC) has served as a premier entertainment destination attracting a broad array of events across a diverse collection of venues. Centrally located in the heart of Birmingham, Alabama’s Uptown Entertainment District, the BJCC campus includes Legacy Arena at the BJCC, Protective Stadium, BJCC Concert Hall, over 220,000 square feet of meeting & exhibition space, and City Walk BHAM, a 31-acre public outdoor space with a dog park, pickleball courts, skate park and much more.  For more information visit www.bjcc.org. 

Summary/Objective 
The Assistant Ticketing Manager – Operations is responsible for creating events for sale in the Ticketmaster ticketing system and managing through day of show for events at BJCC facilities including Legacy Arena, Protective Stadium, BJCC Concert Hall, Theater, Exhibition Center, etc., as necessary. Required to work nights, weekends, and holidays as needed.

The ideal candidate will have experience building complex events in ticketing systems (preferably Ticketmaster and Archtics), managing ticketing inventory, and monitoring and maintaining accurate data. The incumbent will possess exceptional guest service skills with the ability to foster strong working relationships with customers and promoters. 

Essential Duties/Responsibilities  

Demonstrates understanding and full performance ability in each of the following:

• Develops full knowledge of Ticketmaster system and attends TM webinars to maintain a high level of efficiency, to include – Digital ticketing, Platinum, VIP, Fan Club, etc.
• Creates events for sale in Ticketmaster Host & Archtics, including associated add-ons for parking, arena club, and VIP packages as assigned.
• Acts as one of the primary contacts for promoters related to ticketing, to include but not limited to, making recommendations for sell and setup of events on Ticketmaster, creating event scaling, processing ticket orders, working show days, and running reports.
• Maintain events throughout the sales cycle including management of holds, price changes, and offer creation as requested.
• Maintain clear and accurate event files to include all relevant event setup and financial information.
• Checks event builds, offers, and price changes for completion and accuracy.
• Prepare ticket sales reports and customer lists as requested
• Processes internal and promoter ticket orders
• Ensure all box offices are clean and fully stocked before events. Checks ticket stock, computers, printers, supplies, maps, etc. 
• Works events in venues as needed. Supervises box office ticket sellers, to include answering questions, managing will call, providing change, resolving customer and ticketing issues.
• Performs other duties as required.

Competencies
Accountability, Interpersonal Skills, Customer Service, Communication, Active Listening, Conflict Management, Job Knowledge, Decision Making & Judgement, Project Management, Detail Orientated, Technical Skills, Financial Administration, Employee Development, Ethics, Business Alignment, Organizational Skills, People Management, Fiscal Accountability, Training and Development

Work Environment
This position may have a moderate to extensive stress level associated with dealing with crowds of public visitors. The environment is mainly indoors, however position may be required to work outdoors and exposed to the elements (heat, rain, etc.).  

Physical Demands

Duties require extended periods of sitting and/or standing. Moderate amount of physical effort such as walking, standing, climbing, bending, stooping, squatting, and kneeling. Requires walking between venues for extended periods of time during events. Ability to lift up to 30lbs with or without assistance, while maintaining good balance. Must be flexible enough to reach above shoulder level and be able to push and pull for brief periods of time. Visual acuity, speech recognition, and speech clarity. 

Position Type/Expected Hours of Work
This is a full-time position; hours of work must be flexible and varied to meet the demands of the events of the facility. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed to meet the event demands.

Required Education and Experience

• Minimum of three (3) years related experience in events, sporting, or entertainment ticketing. 
• Minimum of two (2) years related experience handling money and customer relations.
• Associate degree from an accredited college or university with emphasis in public administration, business management or a related field. Some college with extensive related experience will be considered.
• Industry certification strongly preferred. 
• Valid State Driver License.

Additional Eligibility Qualifications

• Knowledgeable of Business English and basic mathematical calculations.
• Excellent interpersonal and customer service skills.
• Capable of working independently without continuous supervision. 
• Ability to understand oral and written instructions in English.
• Excellent organizational and time management skills with a proven ability to meet deadlines and an attention to detail. 
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Excellent oral communication, written communication, fluency in English, active listening. 
• Ability to demonstrate critical thinking, time management, and deductive reasoning skills. 
• Ability to prioritize tasks and to delegate them when appropriate. 
• Ability to manage multiple projects at once. 
• Ability to anticipate problems and implement immediate corrective actions. 
• Ability to prepare and interpret applicable finance and business reports. 
• Proficient in Microsoft Office software, to include Outlook, PowerPoint, Word, Excel, Teams, and Publisher.