While assisting the Senior Manager, Ticketing with the development, implementation and supervision of Tournament credential and ticket procedures, the Manager, Ticketing & Development is primarily responsible for the development of ticketing technology, ticketing operations, credentialing processes and reporting analysis. This role will also manage, and mentor assigned ticketing team members while maintaining the confidentiality of Club information.
Essential Functions of the Job
- Oversees the development, implementation, and optimization of ticketing and credential systems and/or processes, in collaboration with the Senior Manager, Ticketing Manager, and IT development team.
- With direction from Senior Manager, develop and implement plans to scale ticketing and credential operations to accommodate growing event demands.
- Collaborate with Data Analytics team to identify trends, optimize operations, and generate reports for stakeholders.
- Manage relationships with vendors who provide ticketing software, integrations, and support.
- Provide continuous information of the latest technologies, trends, and best practices in the ticketing industry.
- Serves as a liaison to the public, Members, players, employees, and other Club departments. Communicates by telephone and correspondence with public and Club relationships regarding credential and ticketing matters.
- Assists in the design and composition of Tournament materials to include but not limited to Tournament credentials, tickets, ticketing information, applications, notices and related information for the Senior Director, Masters Tournament, review and approval.
- Utilizes and maintains all databases involving credential and ticketing matters. Offers database ideas and related suggestions to the Senior Manager, Ticketing, which promote efficiency and improve operations.
- Manages all aspects of online ticketing/credential information; includes development and maintenance for multiple sites.
- Manages all Tournament week communications as it relates to ticketing and credentials.
- Assists with oversight of all aspects of online ticketing/credential websites; includes development and maintenance, application, selection, and payment processes.
- Assists with management of internal ticket and credential request process, including training, review and fulfillment.
- Manages daily tasks for assigned staff within the ticket area to include scheduling, implementation of procedures, training, and resources. Provides input and participates as needed in personnel matters to include but not limited to staffing issues, hiring, performance and disciplinary matters.
- Coordinates credential security and gate related matters during Tournament week to include ticket security, ticket validation, scanning functions, security contractors and authorities.
- Coordinates access control setup with vendor and access control training with workforce. This includes pre-tournament communications, testing and coordination with IT Development team.
- Assists in the management of gate operations during Tournament including staffing, setup and breakdown, supplies, testing and coordination with IT Development.
- Physical demands are outlined immediately below.
Physical Demands
- Acceptable level of hearing and vision to perform job duties
- Occasionally required to walk and work with hands and arms, lift up to 25 pounds and/or drive a golf cart.
- Constantly required to sit, sometimes for several hours at a time, and use their hands and fingers to operate a computer.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Qualifications:
Skills/Knowledge/Attributes:
- Excellent working knowledge of spreadsheets, database programs and ticket operations.
- Basic accounting skills.
- Professional customer service skills.
- Must possess analytical and problem-solving skills.
- High attention for detail.
- Excellent organization skills.
- Possess a strong desire to consistently learn, train, and understand new ticketing technologies.
- Excellent communication skills written and verbal.
Relative Experience/Education:
- Five (5) years customer service and ticket operations experience.
- Minimum of one (1) year supervisory experience.
- College degree or equivalent experience.
Required License(s):
- Possess a valid driver’s license and/or successfully completes the Club’s internal motor vehicle training program
Projected Work Schedule: Normal work hours are 8:30 am to 5:00 pm, Monday through Friday. Must be available to work nights, weekends, and holidays. May be required to travel and attend/support other golf events.
