Senior Manager of Ticket Services

Durham Bulls•Durham, NC

About The Position

The Senior Manager of Ticket Services is responsible for leading the Durham Bulls’ ticket service strategy and delivering a best-in-class fan experience across all touchpoints. This role oversees all ticket service operations, including service plans, renewals, member engagement, and the 919 Member program. The Senior Manager provides strategic direction, manages staff and systems, and ensures consistent, high-quality service for season members, single-game buyers, and event clients. This position requires a proactive leader with strong operational expertise, a customer-first mindset, and a passion for building long-term fan relationships. The Senior Manager serves as the primary owner of the ticket service lifecycle—from onboarding and engagement through renewal and retention—while partnering closely with sales, marketing, operations, and game-day staff.

Requirements

Minimum of 4 years of customer service and/or ticketing experience (sports industry preferred) with management of personnel preferred.
Demonstrated commitment to outstanding customer service and professionalism.
Strong organizational skills with exceptional attention to detail and accuracy.
Ability to prioritize tasks, multi-task, and stay focused in a fast-paced environment.
Excellent written and verbal communication skills.
Proficiency with ticketing or CRM systems preferred; ability to learn new software quickly.
Seeing, hearing, listening, touching, ability to move across distances, climbing, pushing, and pulling, and hand/finger dexterity.
Capacity for intermediate reading and writing, basic clerical and math skills, advanced analysis and comprehension skills, advanced judgment, and decision-making skills.
Able to occasionally lift up to 15 pounds.
Ability to work flexible hours as needed, including evenings, weekends, and holidays.
Ability to remain focused and perform work in noisy and crowded environments with multiple distractions.
This position may occasionally require working outdoors in unpredictable weather conditions, including extreme heat, cold, rain, snow, and wind, necessitating the ability to adapt to changing environmental factors and wear appropriate protective gear as needed.

Responsibilities

Own and execute the overall ticket service vision, ensuring an exceptional, consistent experience for all fans attending events at Durham Bulls Athletic Park.
Oversee all fan-facing service channels, including in-person, phone, email, text, and live chat.
Serve as the escalation point for complex or sensitive service issues, resolving concerns with professionalism and sound judgment.
Establish service standards, best practices, and training to ensure excellence across the ticket services team.
Lead the strategy, development, and execution of the 919 Member program, ensuring meaningful engagement, value, and retention.
Own all season ticket and partial-plan renewal efforts, including timelines, communication plans, touchpoints, and fulfillment.
Partner with ticket sales and marketing teams to align retention strategies with acquisition and growth goals.
Directly manage and mentor Ticket Services Managers, Ticket Services Interns and seasonal ticket service staff.
Foster a positive, service-driven culture that emphasizes accountability, collaboration, and fan satisfaction.
Analyze service metrics, renewal data, and member engagement trends to inform strategy and improve retention as well as opportunities for improvement.

Benefits

Competitive salary based on experience.
Benefits package including:
Comprehensive health insurance plan options
Vision and Dental Insurance
Company sponsored life insurance
Numerous voluntary benefit options – legal plans, pet insurance, discounted home and auto and more!
401K with company match
Generous paid time off
9 paid company holidays
Opportunities for professional development and career growth.
Dynamic and inclusive work environment with a supportive team culture.
Exciting projects and growth opportunities within a leading organization.
Opportunities to attend free local events, such as sporting events, concerts, shows, and more.