Manager, Ticket Operations

St. Louis CITY SC•Saint Louis, MO

17h

About The Position

The Manager, Ticket Operations, will oversee all aspects of ticketing operations and inventory management. This position will play a critical role in the development and execution of our ticketing strategy and overall event operations, by acting as a liaison between ticket sales, service, and stadium operations. It is also responsible for delivering the highest level of customer service for all internal and external customers. This includes customer service management of the Box Office on match day. This position will be responsible for multiple concurrent projects under the supervision of the Sr. Director, Business Intelligence.

Requirements

Exercises sound judgment, discretion, and confidentiality in handling sensitive information, company records, and personal matters.
Possesses strong decision-making and problem-solving skills, with the ability to analyze situations thoughtfully, assess risks and options, and implement effective solutions without disrupting daily operations.
Communicates effectively in verbal and written formats; demonstrates strong active listening skills and the ability to adapt communication style to varied audiences and settings.
Exhibits strong emotional intelligence, interpersonal effectiveness, and conflict resolution skills; works collaboratively and builds positive relationships across diverse personalities to support a unified culture.
Ability to maintain composure and professionalism in high-pressure or fast-paced environments.
Demonstrates professional behavior and maintains a polished, professional appearance at all times.
Demonstrates a service-oriented mindset with a genuine commitment to supporting others as a primary function of the role.
Ability to anticipate needs and proactively address challenges.
Self-directed and highly organized, with the ability to manage time, prioritize tasks, and execute responsibilities accurately and efficiently.
Strong attention to detail and follow-through.
Flexible, resourceful, and adaptable in response to changing priorities, timelines, and organizational needs.
Commitment to organizational values and culture.
Able to work extended and flexible hours, including evenings, weekends, holidays, and events as required.
Bachelor’s Degree from accredited college or university
A minimum four (4) years computerized ticket operations experience with at least one (1) year in a management role.
Operation experience on all aspects of ticket operations, including areas related to sales and service support, but not limited to the following:
- Ticket event creation & management
- Invoicing, collection, reconciliation, and fulfillment
- Customer service and correspondence
- Match and event day ticket operations & services
- Personnel management
- Ticket sales, service, and operations report generation
Knowledge and experience with ticketing database, SeatGeek a plus

Responsibilities

Oversee the execution and leadership of the team that is responsible for ticket operations, implementation of ticket products and technology, as well as assist with financial reporting.
Develop operations plan for handling all functions including invoicing of account holders, seat upgrades, allocations, transfers, payment plans, and other ticketing initiatives.
Serve as database administrator and manage the stadium and maintenance of ticketed events and plans through SeatGeek.
Serve as point of contact for scanning operations for SeatGeek and internal STL CITY SC departments.
Manage SeatGeek user accounts and privileges for both internal employees and other departments.
Interface with SeatGeek on technology needs, troubleshooting and event building.
Assist in developing policies and executive reporting processes.
Strategically manage ticket inventory and class assignments to optimize sales and service initiatives.
Research issues/errors concerning printing, game summary, Account Manager, and online purchases.
Coordinate and manage box office on event days, including but not limited to:
Provide training and direct supervision over part-time staff.
Handle on-site ticket related issues: lost tickets, wheelchair exchanges, ticket issues, and seating issues, and customer service related issues.
Collaborate with senior leadership to execute and implement the operational components of membership and brand-driven marketing campaigns and support sales, service, and marketing staff in all operational elements for ticket offers, promotions, and programming.
Other duties and responsibilities as assigned.