Senior Manager of Ticketing Services

Broward Center for the Performing Arts•Fort Lauderdale, FL

About The Position

The Senior Manager of Ticketing Services is a strategic leader responsible for delivering exceptional guest experiences across all guest and client touchpoints, including box office management, phone, digital platforms and social media communication. This role directs the operational strategy and performance of the Box Office and Customer Care Center for the Broward Center for the Performing Arts and its managed venues, including The Parker, The Rose & Alfred Miniaci Performing Arts Center and Aventura Arts & Cultural Center. The Senior Manager ensures operational excellence, drives revenue optimization, and fosters a culture of service and accountability through effective management, process improvement, and collaboration with internal and external stakeholders.

Requirements

Able to manage all aspects of Ticketing operations including assisting with developing and implementing quality assurance programs, training, checklists, and metrics.
Knowledge of event build management and pricing tools; Ticketmaster products including Host, Archtics, TM1, TM+ Resell, Platinum, Pricemaster, Account Manager preferred.
Expert understanding of sales principles used in a live entertainment environment, specifically related to attracting groups and corporate ticketing offers.
Able to maintain a physical presence at designated work location, maintain regular attendance, punctuality, and work a flexible schedule including nights, weekends, and holidays, when required.
Able to communicate effectively in English, both in writing and verbally.
Able to demonstrate sound judgment, integrity, and ethical behavior in all daily activities.
Able to work well effectively and efficiently in a fast-paced environment, adapt to changes, work on multiple projects simultaneously, set priorities, and meet short deadlines independently.
Exhibit excellent customer service skills and appropriate, professional, and corporate demeanor, considerable tact, and courtesy when interacting with members of the public in a variety of situations.
Proficient at navigating multiple software applications and Microsoft Office products simultaneously.
Proven problem-solving, conflict resolution, and mediation skills.
Experience in and enthusiasm for hiring, training, scheduling, and managing staff.
Knowledge of PACA's policies and procedures, especially regarding security.
Minimum 4+ years’ experience managing event ticketing operations, sales and service department.

Nice To Haves

Bachelor’s Degree from a four-year college or university preferred.

Responsibilities

Oversee all aspects of the Box Office and Customer Care Center staff including recruiting, hiring, training, coaching, and performance management while working with Department Director and Human Resources to ensure staffing decisions and actions are consistent with organizational goals.
Oversee the management and approval process of bi-weekly payroll for Ticketing Services & Sales team.
Contribute to the development, presentation and review, implementation, monitoring and evaluating reports and processes
Offer solutions for the Ticketing Services department that increase productivity, improve financial results, and ensure a high level of customer service and experience.
Assist Director of Ticketing Services & Sales to partner with the Finance Department to ensure timely and accurate settlements and reconciliations and that consistent and secure controls are in place for fiscal management, and internal audits.
Contribute to the annual budgeting process and understand the annual department budget, including forecasting, monitoring expenses and implementing cost-control strategies to ensure financial targets and forecast is met.
Maintain ticketing equipment such as ticket printers, computers, and EMVs, and collaborate with the Guest Experience department and partners to assist in facilitating barcode imports.
Serve as main contact for Ticketmaster Client Center to address and resolve customer service issues.
Work with Ticketing System Specialists to support the management of inventory control processes including the placement and release of internal and external holds and reserved tickets, and allotment exchanges between PACA partners, Platinum teams, and artist third party ticketing companies to maximize gross potential.
Maintain proper corporate etiquette to assist in answering all customer questions with accuracy and confidence and collaborate with internal departments and staff to facilitate positive guest experiences at all points of contact to help to address customer service issues, improve processes, and maximize revenue potential through customer retention.
Maintain current knowledge of available technology and ticketing operations to assure competitive advantage in the industry.
Listen and act on feedback from staff to enhance processes and customer service opportunities.
Will attend all necessary internal and external meetings and training sessions to provide and receive accurate and timely communication regarding the coordination of the Ticketing Department's initiatives/objectives.
Work with direct supervisor to set and work towards professional developmental goals and actively participate in the Performance Appraisal process.
Provide on-call and on-site support for Ticketing Services & Sales as needed and assigned.
Complete additional responsibilities as assigned.