What are the responsibilities and job description for the Manager, Ticket Operations position at Winston-Salem Dash?
Job Title: Manager, Ticket Operations
Reports to: Director, Ticket Sales
Contract type: Permanent, full-time
Hours: Mon-Fri as required, weekends and holidays as needed
Location: Winston-Salem, NC
About the Winston-Salem Dash:
Reports to: Director, Ticket Sales
Contract type: Permanent, full-time
Hours: Mon-Fri as required, weekends and holidays as needed
Location: Winston-Salem, NC
About the Winston-Salem Dash:
The Winston-Salem Dash, High-A affiliate of the Chicago White Sox, blend top-tier baseball and engaging fan experiences at Truist Stadium. Known for their community outreach and innovative game-day events, the Dash are a vital part of the Carolina sports landscape. The Winston-Salem Dash are a proud member club of Diamond Baseball Holdings (DBH). DBH was formed in 2021 to support, promote, and enhance Minor League Baseball through best practices, professional management, innovation, and investment.
Position Overview:
The Ticket Operations Manager will manage all aspects of ticket operations, ticket printing, ticket fulfillment, customer service, game day box office operations, event day box office operations, season ticket sales, administrative information systems, and sales reporting. The Ticket Operations Manager will work closely with the Ticket Sales, Sponsorship and Marketing teams.
Essential Duties and Responsibilities:
- Lead the creation, development, and maintenance of ticketed events through Tickets.com
- Assist with creating, managing, plans, promo codes, and other ticketing system programming needs.
- Work with Tickets.com to submit qualifiers for pre-sales and promotions, update event information, and troubleshoot pending issues.
- Manage and maintain stadium seating inventory for all ticket types.
- Coordinate with the Ticket Sales team on venue and seating inventory for games and events.
- Manage all game/event day box-office operations and staff.
- Serve as a point of contact for all ticket related questions and box office inquiries.
- Coordinate with sales department for all ticketing, fulfillment and service needs of premium ticket holders.
- Service internal requests such as ticket purchases, ticket reprints, and Will-Call.
- Support Ticket Sales and Corporate Partnerships staff with order processing, payments, and ticket mailing.
- Staff and support ticket operations and sales for stadium events when necessary.
- Fulfill approved ticket donation requests.
- Provide ticket sales reports and attendee analytics to management while directly impacting strategy decisions for the sales department (categories, opportunities for growth, etc.)
- Track and follow-up on missed and failed ticket payments, as well as any other ticketing payment discrepancies.
- Train and incentivize gameday staff to upsell and provide positively amazing service.
- Serve as primary contact with Tickets.com and work closely with our representatives to fulfill tasks.
- Recruit, hire, and train game day staff and interns
Qualifications:
- Strong attention to detail, excellent communication skills, extensive customer service skills.
- Strong ability to adapt to changes, work effectively under pressure and produce accurate results in a fast-paced environment.
- Professional knowledge of Microsoft based programs: Outlook, Excel, Word, Powerpoint.
- Extensive understanding of Tickets.com ProVenue system required.
- Able to work independently and as an effective team member.
- Strong oral and written communication, execution, and analytical skills.
- Ability to motivate and maintain effective working relationships with staff and partners.
Experience Requirements:
- Bachelor’s Degree, Business or Sports Management preferred.
- A minimum of 3 years of experience managing a Ticket Office in a related or similar ticketing environment.
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.
