Manager of Ticketing Operations

Position Summary Denver Botanic Gardens is currently seeking a Full Time Manager of Ticketing Operations in our Membership Department! The Ticketing Operations Manager is responsible for the configuration and maintenance of the institutions’ Point of Sale (POS) and membership database system. This position will manage data integrity, generate reports, and provide teams with insights on how to optimize processes with the goal of improving donor/member engagement and retention, increasing class registrations and increasing general ticket purchases. The Ticketing Operations Manager will serve as a source of system knowledge and will facilitate training for staff when appropriate. This position will work with all necessary departments to ensure integrations with other systems are functional. It will translate user needs into system processes. It will also manage the Ticketing Operations Coordinator position(s). The role is responsible for supervisory duties in the absence of the Membership and Visitor Services Managers. General Duties and Responsibilities Manages the point-of-sale and membership database program. Maintains accuracy, security, and the highest, consistent standards for all membership, visitor, donor, and event data in the database. Acts as the primary contact for the database system, troubleshooting issues and managing system and event configurations. Creates and manages the reporting systems including recurring reports, one-off reports and dashboards. Generates segmented lists for targeted campaigns. Develops and maintains email templates and procedures for guest communications. Leads and attends meetings to identify and better serve users’ needs. Trains staff on database use and works cross-departmentally to optimize system usage. Works with departments regarding configuring programs and offerings into the system. Works with the CRM (Salesforce) Administrator to ensure system integrations are functional. Maintains a functional development version of the POS system to be used for training. Creates, documents, implements, and streamlines system processes and workflows. Identifies issues and deficiencies with policies and procedures specific to point-of-sale and membership database program and provide solutions/suggestions to management. Manages the Ticketing Operations Coordinators. Seeks to innovate and improve the point-of-sale (POS) and membership database systems. Strives to positively impact guest experience by improving guest and staff interaction with the Point of Sale (POS) and membership database systems. Promotes a positive image of Denver Botanic Gardens and Visitor Services staff through excellent customer service. Maintains regular admissions hours, as well as operates during special events, including evenings and weekends as necessary. Provides updates to management regarding status of assigned projects. Acts as a positive role model. Works with all departments to ensure the highest quality experience for all Denver Botanic Gardens visitors throughout the Gardens. Assists in hiring, training and evaluating Membership and Visitor Services staff. Ensures compliance of all Denver Botanic Gardens and Operating Policies and Procedures. Sets, communicates and ensures compliance with policies for reports, customer service, cash handling, refunds, and admissions opening and closing. Regular attendance at the worksite may be required. As with all positions at Denver Botanic Gardens, the incumbent must be in good performance standing to be eligible for remote work. Remote work is at the discretion of management at all times. All Gardens employees must be committed to the mission of connecting people with plants, especially plants from the Rocky Mountain region and similar regions around the world, providing delight and enlightenment to everyone. Position Qualifications: Knowledge, Skills and Abilities Ability to troubleshoot and correct issues as they arise. Must be flexible, willing and able to adapt as policies and procedures change. Must be detail oriented and flexible. Must possess exceptional written and spoken communication skills and strong analytical skills. Strong computer skills in Windows-based applications, retail POS software management and or software system administration and CRM software. Must have proven excellent customer service, interpersonal, and communication skills in dealing with the public. Ability to maintain stability under pressure and able to deal well with stressful situations. Ability to be flexible and willing to modify plans, when necessary, throughout the day. Ability to work a flexible schedule, including evenings, weekends and/or holidays. Knowledge of Microsoft Suite products, specifically Word, Excel and Outlook and Teams. Ability to work overtime as necessary. Must be a positive representative of the Gardens both internally and externally at all times. Must work with respect and cooperation at all times with fellow employees and the public. Must be committed to working safely at all times. Experience/Education Bachelor’s degree and/or combination from a four-year college or; or two years related experience and/or training in Ticketing Operations & Event Management. Minimum of 3 years of experience in management. Experience with systems such as Ticketure and Salesforce are preferred. Travel Up to 10% travel required. Requires the ability to travel to remote locations (or other Garden locations) where environment may vary significantly. Benefits Denver Botanic Gardens has an incredible benefits package for eligible employees! Our major benefits include a choice of Medical Plans, a Dental and Vision Plan and Life Insurance Plan. We have a Flexible Spending Account (FSA) and a Healthcare Spending Account (HSA). The Gardens offers a generous Retirement Savings Plan with Company contribution of 6% after one year of service for eligible participants. The Gardens also offers paid holidays, vacation, sick time, and access to personal lines of insurance. Additional benefits include short-term and long-term disability coverage, an Employee Assistance Program (EAP) and an RTD ECO pass. For eligible employees, The Gardens employment also includes a complimentary Denver Botanic Gardens Membership, access to Gardens education classes and summer concert tickets. Come work for a place that offers you SO much more than just a paycheck! #J-18808-Ljbffr Denver Botanic Gardens