Manager of Ticket Operations

Position Title: Manager of Ticket Operations

Status: Full-Time, Salaried, Non-Exempt

Department: Ticketing

Supervisor’s Title: Director of Ticket Operations

Work Schedule: Monday - Friday 8:00AM - 5:00PM; special event hours, including nights and weekends, as required

JOB PURPOSE AND FUNCTION

Under the general supervision of the Director of Ticket Operations, the Manager of Ticket Operations will be responsible for the coordination and execution of daily ticket operations, including daily reconciliation, specific sport oversight, ticket system maintenance, and assisting with student ticket and parking processes as assigned. Responsibilities also include ensuring that information is timely and accurate, supporting operational efficiencies and staff coordination, and providing excellent customer service with the mission of the 12th Man Foundation.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

• Collaborate with the Director of Ticket Operations to manage and oversee ticket operations for assigned sport(s), including system set up, renewals, printing, inventory management and communication with Texas A&M sport operations and opposing teams.

  • Manage all aspects of season ticket renewals and single game strategies for assigned sport(s).

  • Supervise game day ticket operations, as assigned.

• Work closely with Director of Ticket Operations to ensure systems are accurate and efficient, and consistently aligned with operational standards and reporting needs.

• Perform daily deposit reconciliation and work closely with Finance department on any reconciling discrepancies.

• Assist with chargeback process – review of transactions, disputes, and resolution.

• Assist with season renewals and seat selection (Ballena) testing, training and troubleshooting.

• Assist with necessary ticket system checks, edits, processing orders, and adjustments as needed.

• Assist Director of Ticket Operations with football, men's basketball and baseball season parking.

• Support scanner operations with testing, training, and event-day troubleshooting.

• Perform Football Game Day duties, as assigned.

• Provide support to the Donor Services Center in handling ticket-related calls.

• Assist with student ticketing process, as assigned.

• Provide timely, accurate responses to all ticket related inquiries via email correspondence within the ticket inquiry email account.

• Assist with managing the internal staff ticket request folder filling complimentary ticket requests for all sports promptly.

• Facilitate proper communication and initiative with projects in a team environment.

• Provide excellent customer service via phone or email correspondence.

• Event and other duties as assigned

QUALIFICATIONS

• Bachelor’s degree and/or previous related experience required

• Proficient in all applications of Microsoft Office 

• Ticket office or event operations experience required 

• Experience with ticketing systems, specifically Paciolan preferred

• Ability to commit to a structured weekly schedule and willingness to be flexible based on projects or events requiring weekend, holiday, and evening hours

• Ability to travel as needed to complete duties and responsibilities

COMPETENCIES

Communication, Verbal and Written= The ability to communicate effectively with others using both the written and spoken word

Organized= Possessing the trait of being organized or following a systematic method of performing a task

Detail Oriented= The ability to pay meticulous attention to all aspects of a situation or task

Customer Oriented= The ability to take care of the customers’ and donors' needs while following organizational procedures

Adaptability= The ability to adapt to changes in the workplace

Energetic= Ability to work at a sustained pace and produce quality work

Teamwork= Willingness to support coworkers and do whatever needs to be done to complete projects and tasks as an organization

Time Management= Ability to utilize the available time to organize and complete work within given deadlines

Working Under Pressure= The ability to complete assigned tasks under stressful situations, while remaining calm and portraying a high level of respect and professionalism

PHYSICAL DEMANDS

Stand-F

Walk-F

Sit-F

Manually Manipulate-F

Reach Outward-F

Reach Above Shoulder-O

Speak-F

Climb-O

Crawl-O

Squat/Kneel-O

Bend-O

Lift/Carry or Transport

10lbs or less-C

11-20 lbs-F

21-50 lbs-O

51 or more-N

Push/Pull or Transport

10lbs or less-F

11- 25lbs-O

26-40lbs-O

41lbs or more-N

N (Not applicable), O (Occasionally), F (Frequently), C (Constantly)

WORK ENVIRONMENT

Varied work environments including office, athletic venues, indoor and outdoor locations, vehicular travel, and exposure to loud noises and various weather conditions. Night and weekend work and travel is required.

This job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. The Foundation reserves the right to change this job description and/or assign additional tasks for the employee to perform.