Director Box Office Operations

Who are we hiring?

The Director Box Office Operations is directly responsible for providing oversight and accountability for all aspects of the creation, distribution, reconciliation and control of admission tickets to events at Sphere. The Director is the in-house expert on the ticketing system and will provide full operational management of all box office processes related to admission tickets for the business units. The position will provide expertise in developing departmental operating & capital budgets, managing and leading the ticketing team, setting staffing levels, establishing efficient & consistent box office operations, maintaining procedural compliance, and interacting with internal and external clients, as well as all internal departments as they relate to ticketing matters. 

What will you do?

• Oversee the accuracy, integrity, and accountability of all ticketing operations.
• Manage, coach, develop and lead all ticketing team members; maintain a culture of accountability.
• Establish, implement, train and maintain compliance with consistent and effective ticketing policies, procedures, processes, systems, and internal controls across all venues
• Establish and maintain operating budget for the department.
• Serve as primary contact for all departments regarding ticketing operations.
• Participates in and supports special initiatives and projects as needed.
• Communicates effectively with guests during events, with the ability to diffuse escalated problems.
• Maintains timely and effective communication with stakeholders, business units, team members, peers.
• Oversees technological advancements in the organization’s omni-channel communication, including, but not limited to developing updates, implementing new communication tools and setting companywide standards.
• Has oversight of the development and implementation of products and services to improve the overall customer service experience related to ticketing and event admission.
• Work closely and collaboratively with Information Technology to utilize innovative technology and mobile solutions to enable improved customer experiences.
• Daily check of sales to ensure compliance, proper price coding and that all plans are functional and display properly online and in the ticketing system

What do you need to succeed?

• The ideal candidate will have a minimum of 8-10 years of prior entertainment ticketing, sales and operations with direct responsibility for supervising and directing staff across a wide range of operating functions.
• Extensive knowledge of Ticketmaster Host (TMWin) and ARCHTICS ticketing system applications, Account Manager, TM1 Entry, TM1 Reports, TM1 Sales, and Pricemaster.
• Understanding of event creation process for Ticketmaster Host and ARCHTICS ticketing systems.
• Successful track record of measuring improvements in customer satisfaction and loyalty.
• Experience in managing cross functional teams and building relationships. 

Ideally, you’ll also have:

• Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
• Excellent verbal & written communication, organizational and time management skills required.
• Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency.
• Ability to adapt and quickly pivot, as needed, to manage time sensitive tasks.  Displays a sense of urgency and effective time management. 
• Skilled at working collaboratively and in a team environment.
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group.
• Able to work under pressure and meet deadlines, while managing and prioritizing multiple skills in a face-paced and dynamic environment. 
• PC skills including MS Word, Excel, Outlook and PowerPoint.

Special Requirements

• Able to walk and stand during the entire shift.
• Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment

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