Ticket Office Assistant Manager

Arizona State University•Tempe, AZ

4d•Onsite

About The Position

Under general direction of the Assistant Athletic Director of Athletics Ticket Office, this position assists in planning, organizing, and controlling the operations of a central ticket office. The role supervises employees on a daily basis and ensures adherence to NCAA and Big 12 rules and regulations, as well as policies and procedures of the department, the university, and the Arizona Board of Regents. The position is responsible for assisting in the day-to-day operations of the ticket operations unit, providing customer service, supervising and training staff, managing ticketing system databases, overseeing game day operations, assisting with season ticket renewals, building events in ticketing software, overseeing student ticketing, and assuming office management responsibilities in the Director's absence. The role also involves recommending and implementing policy changes, resolving customer service issues, analyzing and responding to matters requiring comprehensive knowledge of policies, assisting in setting prices, training staff, and accumulating employee hours for payroll.

Requirements

BACHELOR'S degree and one (1) year of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and training from which comparable knowledge, skills and abilities have been achieved.
Knowledge of Ticketmaster computerized ticketing systems.
Knowledge of supervisory practices and principles.
Knowledge of ticketing office operations.
Skill in both verbal and written communication.
Skill in organizing work of self and others.
Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs
Possess a valid US Driver’s license of the appropriate class and required endorsements throughout employment.

Nice To Haves

Evidence of a Bachelor’s degree in a related field and two (2) years’ experience working in a ticket office which includes one year experience in a university athletic ticket office.
Evidence of experience with ticketing system databases; preferably Ticketmaster, Account Manager, and TM Entry.
Evidence of ticket office experience working in a Division 1 university or professional athletics environment.
Demonstrated knowledge of ticketing office operations.
Demonstrated knowledge of supervisory practices and principles.
Evidence of effective communication skills.
Evidence of experience in organizing work for oneself and others.
Evidence of experience in stimulating changes in individual, institutional, and corporate behaviors to create a more sustainable environment.
Experience leading by example in communicating, participating and encouraging support of employer's sustainability programs.

Responsibilities

Assist in the day to day operations of the ticket operations unit.
Provide customer service to all constituents, through in-bound calls, out-bound calls, emails and day of game sales.
Supervise, train and schedule 10-20 part-time staff and student workers.
Assist in the management and maintenance of ticketing system databases, including Ticketmaster, Account Manager, and Fanuser.
Manage game day operations of selected ASU athletic events and provide assistance in other assigned sports, including post-game summaries including attendance and sales reports.
Assist with the season ticket renewal process for all ticketed events.
Build season, events and individual games utilizing Ticketmaster software.
Oversee student ticketing for all sports.
Assume office management responsibilities in Director’s absence; performs students and part-time staff’s jobs in their absence.
Recommend new or revised department policies and procedures; coordinates and implements improved changes in policies and procedures affecting the Ticket Office; assists in updating policy and procedure manual.
Assist with customer service special needs or difficult work activities of students and part-time staff or other staff members; evaluates and resolves problems presented by Ticket Office staff.
Apply functional knowledge to analyze and respond to matters requiring comprehensive knowledge of policies and department procedures; authorizes exceptions to policies within defined limits.
Assist in setting prices for various activities and events.
Train students and part-time staff in customer service, ticketing system (e.g., data entry, ticket printing), balancing ticket sales, phone sales and various clerical duties.
Accumulate and tabulate hours of part-time employees (e.g., students, ancillaries, temporary employees) and reports to departmental payroll representative.
Recommend organizational adjustments to efficiently and effectively accomplish assigned objectives for Ticket Office operation.
Interact with departmental business office, priority ticketing, marketing/promotions and event management to accomplish ticket operation objectives.
Assist in ensuring reliability and accuracy of ticketing database.
Complies with all NCAA, conference and Arizona State University rules, regulations and policies.
Other duties as assigned.