Assistant Manager, Ticket Office

Description

The Assistant Manager, Ticket Office is responsible for building, operating, maintaining, and servicing all ticketed events at Nationals Park. Essential members of the Ticket Operations Department, Assistant Ticket Managers work together to build and manage the ticketing infrastructure that supports all ticketing revenue, including all season, group and single game ticket offers as well as special events/concerts. The Assistant Ticket Office Manager collaborates closely with other departments, with a strong focus on Ticket Sales & Services, to ensure all ticketing needs are met. Duties also include ticket sales, customer service, system training, game preparation and management, generation of reports, event reconciliation/settlement, assistance in the management of gameday staff and maintaining/strengthening relationships with outside vendors. Assistant Ticket Managers offer critical direct support to fans on gamedays for any ticketing and service-related issues and are tasked with quickly resolving problems as they arise in accordance with the Nationals core values, policies & procedures. The Assistant Ticket Office Managers ensure that all ticket office policies & procedures are efficiently followed and enforced through proper training, preparation, reporting and leadership. The position is focused on the areas of Ticket Sales & Service, System Maintenance, Integration & Support, Finance, Box Office, and Ballpark/Special Events and reports directly to the Director, Ticket Operations.

The Nationals are a military-friendly organization actively recruiting veterans and spouses.

Essential Duties and Responsibilities:

• Provide exceptional customer service to Nationals Park ticket holders before, during, and after events.

• Build season, group and individual game events and ticket offers.

• Assist in the creation, implementation and management of online ticketing promotions/initiatives including building of B2B and coupon code offers in tandem with MLB and Tickets.com.

• Manage and track ticket and parking inventory to maximize sales and monitor usage through reporting.

• Collaborate with existing staff in formulating more efficient guidelines to govern interdepartmental policies and procedures.

• Service and interact with customers on a regular basis to help resolve ticketing questions and concerns.

• Utilize CRM to assist Ticket Sales & Service Departments in the sales and fulfillment of season, group, and individual ticket requests.

• Assist in the proofing and creation of all events/pricing/discounts/offers/promotions at Nationals Park within the ticketing system, website, and MLB Ballpark App.

• Interact with other internal departments in the sale and fulfillment of ticket requests, i.e. marketing, promotions, community relations, philanthropies, etc.

• Collaborate with marketing & corporate partner accounts and organizations in the fulfillment, distribution, and online management of Nationals tickets.

• Generate reports based on promotions, sales, inventory, etc.

• Utilize ticket system to process in-person sales and will call for walkup patrons.

• Print and deliver season, group, individual tickets through the MLB Ballpark App

• Assist in the setup and training of all new users on the ticketing system.

• Maximize usage of all technologies including but not limited to ProVenue, Fortress, Salesforce, MLB Ballpark App, ISS, Fevo.

• Work with internal stakeholders and external vendors to test and ensure proper integration of ticketing-related systems.

• Assist with fulfillment of internal and external complimentary ticket requests at the direction of department head.

• Perform Admin functions on the ProVenue ticketing platform and assist other users with access, buildout, setup, and integration.

• Review payment reports with accounting & finance departments.

• Supervise closeout of seasonal ticket selling staff.

• Calculate and reconcile cash and other payment methods and prepare nightly deposits.

• Build relationships both internally and externally to find ways to push the business operations of the department and organization forward.

• Assist as necessary with Spring Training ticketing functions for the Ballpark of the Palm Beaches.

• Prepare, organize, and maintain box office and storage areas throughout the season.

• Perform general administrative tasks such as filing, record maintenance, etc.

• Demonstrate a proactive mindset and desire to make the Nationals Ticket Operations Department function efficiently and exceptionally!

• Other duties as assigned.

Compensation:

The projected hourly range for this position is $24.10 to $27.58 per hour. Actual pay is based on several factors, including but not limited to the applicant’s: qualifications, skills, expertise, education/training, certifications, and other organization requirements. Starting salaries for new employees are frequently not at the top of the applicable salary range.

Benefits:

The Nationals offer a competitive and comprehensive benefits package that presently includes:

• Paid vacation and sick leave, paid holidays throughout the year and a holiday break in December

• Medical, dental, vision, life and AD&D insurance

• Short- and long-term disability insurance

• Flexible spending accounts

• 401(k) and pension plan

• Access to complimentary tickets to Nationals home games

• Employee discounts

• Free onsite fitness center

Equal Opportunity Employer:

The Nationals are dedicated to offering equal employment and advancement opportunities to all individuals regardless of their race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, or any other protected characteristic under applicable law.

Qualifications

Behaviors

Required

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Education

Required

• Bachelors or better

Experience

Required

• • Must successfully clear a background check.

• • Must have U.S. work authorization.

• • Job requires employee to function in a high activity and heavily crowded outdoor professional sports venue. May work at heights. Employee will be exposed to inclement weather of varying degrees. While performing the duties of this job, the employee is regularly required to stand for long periods of time, walk long distances, and climb up/down stairs. The employee is required to stoop, kneel, crouch, or sit and must lift and/or move up to 45 pounds.

• • Office: Daily on-site working conditions are normal for an office environment. Work may require frequent weekend, holiday, and/or evening work depending on event scheduling.

• • Uphold Core Values: Teamwork, Innovation, and Integrity. These core values set the tone in everything we do, help us succeed on and off the field, make a difference in the community and provide the best guest experience in sports. It is important that the person in the position commits themselves to these core values so that we can constantly move forward in the same direction – Together.

• • Excellent time management.

• • Excellent organizational abilities to multi-task, establish priorities, consistently meet deadlines and operate under pressure.

• • Experience with and ability to frequently work long & irregular hours including nights, weekends, and holidays.

• • Proven record of maintaining high level of technical skills, keeping current with emerging box office trends both technically and interpersonally.

• • Must have exceptional oral and written communication skills as well as interpersonal skills.

• • Proactive in identifying and relaying potential problems and areas of need.

• • Cognitive thinking and problem solving skills necessary to diagnose, diffuse and resolve issues quickly.

• • Positive attitude and ability to both collaborate in a team environment or work independently on assigned projects.

• • Box office knowledge and experience in high volume/high traffic/in person customer service environment.

• • Proficient in all Microsoft Office applications with a strong emphasis on functions, formulas and reporting within Microsoft Excel.

• • Prior cash handling experience.

• 1 year: • Experience with computerized ticketing systems (i.e. Tickets.com, Ticketmaster, etc.).

• 2 years: • Customer service experience.

• 1 year: • Experience in Ticket Operations and box office including transactional and service related functions. Experience working with internal and external stakeholders to fulfill organizational ticketing needs.

Preferred

• • Supervisory experience.

• • MOS or Excel certification.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights ( notice from the Department of Labor.