Ticket Operations Manager

  • Kroenke Sports & Entertainment
  • Denver, CO, USA
  • 05 May, 2024
Full time Leadership & Management Ticketing

Job Description

Job Title:  Manager, Ticket Operations

Department: Ticket Operations

Business Unit: KSE

Location: Denver, Colorado

Reports To: Director, Ticket Operations

Employment Type: Full Time– Salaried– Exempt

Supervisor Position: Yes

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Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam. 

 

 

Nature of Work:

The Manager of Ticket Operations is responsible for the day-to-day ticket operations for all aspects of premium ticket sales and Ticket Operations management at all Kroenke Sports & Entertainment (“KSE”) venues located in Denver, Colorado including Ball Arena, Dick’s Sporting Goods Park, and Paramount Theatre. The position is responsible for developing and executing a tactical ticket implementation plan to achieve select revenue goals. They will also be charged with developing and maintaining strategic relationships with all internal and external stakeholders. The select individual will ensure operational efficiencies are met, will challenge the process of creative thinking for revenue growth and provide strategic positioning to reach the highest levels of service.  This position will work alongside the Director of Ticket Operations to assist with oversight of all Ticket Operations personnel and duties.   

 

Essential Duties/Responsibilities:

  • Oversee the end-to-end ticketing process, including ticket sales, distribution, and inventory management.
  • Ensure accurate and timely processing of ticket orders, exchanges, and refunds.
  • Coordinate with internal departments and external partners to optimize ticketing operations and enhance efficiency.
  • Monitor transactions for potential fraudulent activity and take proactive measures to prevent chargebacks.
  • Investigate and resolve chargeback disputes, liaising with payment processors and financial institutions as necessary.
  • Implement fraud detection tools and strategies to minimize risk and protect revenue.
  • Manage premium ticketing programs, including SuitePro, hospitality suites, and premium seating options.
  • Work closely with sales and finance to reconcile premium financial transactions and perform quality checks of accounts and financial records.
  • Ensure a high level of service and satisfaction for premium ticket holders, including personalized experiences and exclusive benefits.
  • Oversee the deployment and maintenance of ticketing hardware, such as ticket scanners, POS terminals, and access control systems.
  • Collaborate with IT and technical teams to implement and integrate ticketing software solutions, APIs, and third-party platforms.
  • Provide training and support to staff on ticketing systems and technology tools.
  • Event management duties (oversight of approximately 300-350 annual ticketed events a year at KSE Venues)
  • Other duties as assigned.

 

Additional Duties:

  • Supervises and assigns daily activities of the part-time ticket operations staff.
  • Supervises, trains, and schedules all event ticket resolution staff.
  • Supervises the reconciliation of SuitePro transactions.
  • Prepares premium settlement reports.
  • Prints and files printed suite orders.
  • Balance, deposit and report all daily Ticket Operations receipts. 
  • Represent the department at meetings as determined by the VP of Ticket Operations. 

 

This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority. 

 

 

 

Working Conditions & Physical Demands:

  • Standing and walking up to 1/3 of time.
  • Sitting and talking/hearing up to 2/3 of time.
  • Use of hands more than 2/3 of time.
  • Reach w/hands and arms more than 2/3 of time.
  • Lift up to 25 pounds up to 1/3 of time.
  • Clear vision at 20” or less.
  • Ability to identify and distinguish colors.
  • Moderate noise to loud noise. 

 

Qualifications

  • Minimum
    1. 5+ years’ experience in computerized Ticket Operations management. 
    2. At least 5 years’ experience with Ticketmaster – Archtics, Host, TM1, and other TM tools.
    3. Applicants must meet minimum qualifications at the time of hire.
    4. Bachelor’s degree highly preferred 

 

Competencies/Knowledge, Skills & Abilities

  • Detailed knowledge of computerized ticket sales and Ticket Operations (Ticketmaster experience preferred).
  • Significant compatible ticket office operations experience.
  • Excellent customer service skills and ability to successfully communicate with the public, employees and vendors using verbal and written skills.
  • Ability to coordinate multiple tasks in a fast-paced environment at a high level.
  • Demonstrated ability and experience developing and coordinating multi-faceted event plans and problem-solving issues.
  • Demonstrated sound organizational, coordinating, and personal interface skills.
  • Proficiency in Word and Excel and detail oriented with strong numeric skills.
  • Ability to work a varied schedule to include nights, weekends, and holidays. 
  • Highly motivated, strategic thinker, change culture attitude, understand the importance of workforce engagement

Compensation

  • Base salary range $60,000 per annum 
  • Eligible for annual discretionary bonus

 

Benefits Include 

  • 12 Paid Company Holidays
  • Health Insurance (Medical, Dental, Vision)
  • Paid Time Off (PTO)
  • Life Insurance
  • Short and Long-term Disability
  • Health Savings Account (HSA) 
  • Flexible Spending plans (FSAs) 
  • 401K plan/Employer Match

 

 

 

Equal Employment Opportunity

Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.