What are the responsibilities and job description for the Ticket Operations Manager position at Wilkes-Barre/Scranton Penguins?
Ticket Operations Manager
The Wilkes-Barre/Scranton Penguins, American Hockey League affiliate of the Pittsburgh Penguins, are seeking a Ticket Operations Manager. This position plays a vital role in ensuring seamless processes for both fans and staff through expert use of Archtics, while also helping streamline membership/ticketing prospect management and contributing to overall sales strategy. The ideal candidate will have a strong background in ticketing technology, data management, and customer service, with an aim to improve processes and maintain efficient operations.
What to Expect:
As the Ticket Operations Manager, you will manage all aspects of ticketing operations, including sales support, game-day ticketing logistics, and database management. You'll also be expected to collaborate with the sales team on developing membership sales programs, refining prospecting efforts, and identifying revenue opportunities.
Day-to-Day Operations:
- Manage and oversee all Archtics ticketing functions, including event builds, pricing, seat maps, holds/releases, and ticket inventory.
- Ensure timely and accurate processing for season memberships, single-game, premium, and group ticket sales.
- Handle all aspects of ticket inventory management, including holds, releases, reclasses, and reallocations.
- Provide training and technical support to sales staff on best practices in Archtics, Account Manager, and mobile ticketing.
- Maintain and analyze customer data within Archtics to identify trends and support sales efforts through lead development, sales reporting, list creation, and opportunities to emphasize game-day interactions and selling.
- Provide regular sales and service reports to Director of Ticket Sales and leadership team.
- Reconcile ticketing transactions with the finance department to ensure accuracy.
- Troubleshoot and resolve technical issues related to refunds, reprints, account mergers, and client inquiries.
- Provide exceptional service to partial plan and flex clients via phone, email, and in-person interactions.
Game Night Responsibilities:
- Serve as the primary contact for ticketing operations during home games.
- Oversee the setup and management of the box office and mobile ticketing platforms.
- Assist with handling customer inquiries and resolving ticket-related issues promptly.
- Collaborate with ticketing and game operations staff to ensure smooth entry and seating processes for fans.
Requirements:
- 2 years of experience in ticket operations or a related role in the sports industry.
- Strong Archtics experience required; familiarity with Account Manager and CRM platforms preferred.
- Exceptional organizational skills with a high level of attention to detail and commitment to accuracy.
- Proficiency in Microsoft Office, especially Excel (pivot tables, data sorting, report building).
- Ability to manage multiple deadlines, workflows, and cross-department collaboration.
- Availability to work evenings, weekends, and holidays as required for games and events.
- A passion for hockey and knowledge of the Penguins organization is a plus.
- Professional appearance and demeanor.
- Ability to lift up to 30 pounds and stand for extended periods during events.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional development and growth.
- A collaborative work environment in the fast-paced, captivating world of Penguins hockey.
How to Apply:
Please submit a cover letter and resume detailing your qualifications via TeamworkOnline.com. No phone calls or emails will be accepted.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.