Manager Ticketing Services
About The Position
The Manager, Ticketing Services supports customer service and ticket operations for Ohio State Athletics by assisting ticket holders, managing assigned event responsibilities, and contributing to the delivery of a high-quality fan experience. This position serves as a primary resource for ticket holders and constituents, providing service through phone, email, live chat, and in-person interactions while fostering a positive and customer-focused experience. Assists with the implementation and maintenance of customer service standards, communication strategies, and operational procedures designed to enhance the fan experience and support department goals. Responsibilities include resolving customer issues, coordinating account maintenance and ticket fulfillment activities, facilitating ticket exchanges and accessibility accommodations, and ensuring accurate and timely communication across all customer touchpoints. Monitors customer interactions, service metrics, and feedback trends to identify opportunities for continuous improvement and operational efficiency. Maintains automated phone and chat messaging systems, customer service knowledge resources, and related content to support accurate and consistent service delivery. Collaborates with the Athletics Digital team to maintain and update ticketing-related webpages and online customer information. The Manager oversees ticket operations for assigned events, including event programming, invoicing, inventory management, allocation, distribution, reporting, reconciliation, and fulfillment. This role collaborates closely with sales, marketing, development, business operations, and event management staff to ensure successful event execution and achievement of departmental objectives. Additionally, this position supports customer service and operational functions at home football games, concerts, and special events at Ohio Stadium and other Athletics venues; provides leadership and guidance to student employees; and assists the ticket office management team with operational initiatives, process improvements, and special projects. Ohio State Athletics fosters a fast-paced, collaborative, and innovative environment where continuous improvement, adaptability, and exceptional customer service are highly valued.
Requirements
- Bachelor's degree or equivalent experience.
- 0 years of relevant experience required.
Nice To Haves
- 0-2 years of relevant experience preferred.
Responsibilities
- Support customer service and ticket operations for Ohio State Athletics.
- Assist ticket holders and manage assigned event responsibilities.
- Contribute to the delivery of a high-quality fan experience.
- Serve as a primary resource for ticket holders and constituents, providing service through phone, email, live chat, and in-person interactions.
- Foster a positive and customer-focused experience.
- Assist with the implementation and maintenance of customer service standards, communication strategies, and operational procedures.
- Resolve customer issues.
- Coordinate account maintenance and ticket fulfillment activities.
- Facilitate ticket exchanges and accessibility accommodations.
- Ensure accurate and timely communication across all customer touchpoints.
- Monitor customer interactions, service metrics, and feedback trends to identify opportunities for continuous improvement and operational efficiency.
- Maintain automated phone and chat messaging systems, customer service knowledge resources, and related content.
- Collaborate with the Athletics Digital team to maintain and update ticketing-related webpages and online customer information.
- Oversee ticket operations for assigned events, including event programming, invoicing, inventory management, allocation, distribution, reporting, reconciliation, and fulfillment.
- Collaborate closely with sales, marketing, development, business operations, and event management staff to ensure successful event execution and achievement of departmental objectives.
- Support customer service and operational functions at home football games, concerts, and special events at Ohio Stadium and other Athletics venues.
- Provide leadership and guidance to student employees.
- Assist the ticket office management team with operational initiatives, process improvements, and special projects.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
