Assistant Director Ticketing Operations

JOB DESCRIPTION

The Assistant Director of Ticket Operations leads the day-to-day operations of all Ticketing and office hardware and software for the JMA Wireless Dome Box Office. This position is specifically responsible for managing all aspects of the Ticketmaster Archtics system while providing appropriate training and troubleshooting support to all University users of the system. In addition, this position is responsible for managing the JMA Wireless Dome Box Office relevant information listed on cuse.com/tickets, ticketmaster.com, cuse.com/mycuse, and cuse.com/studentmycuse. Furthermore, this position is responsible for overseeing the bid/design/production of tickets, parking, credentials, envelopes, forms, and any other non-digital ticketing assets for the JMA Wireless Dome Box Office. Lastly, this position manages all scholastic events held at the JMA Wireless Dome as well as other non-Syracuse University Athletics events as assigned by the Associate Director of Ticket Operations.

QUALIFICATIONS

• Bachelor’s degree required or combination of high school degree and 5-7 years of experience in ticket operations at the professional or collegiate level with a minimum of 2-3 years of managerial experience.
• Advanced working knowledge of the Ticketmaster’s Archtics system preferred.

JOB SPECIFIC QUALIFICATIONS

• Advanced knowledge of Ticketmaster software (systems)
• Advanced knowledge of NCAA Compliance protocols
• Strong interpersonal skills and advanced customer service skills

PHYSICAL REQUIREMENTS

NA

• Responsible for the day-to-day management and problem solving of all Box Office hardware and Ticketmaster hardware and software including but not limited to: Networking, workstations, BOCA/laser printers, EMV’s, thin client workstations, money counters, as well as Ticketmaster Archtics, EMT, Account Manager, Typeform, TMWIN, Painter, TMOne, etc. Responsible for overall IT needs of the JMA Wireless Dome Box Office and is the main point of contact for Ticketmaster Client Support, University ACS and Networking, University and ESF Registrar and Admissions, University Advancement, University Parking Services, BOCA systems, and money counter, office printer and copier support vendors. Leads and is responsible for the implementation and improvement of all aspects of the Ticketmaster Archtics ticketing software for the JMA Wireless Dome Box Office.
• Create, revise, and organize Painter ticket and invoice templates. Oversees the bid/design/production of tickets, parking, bulk mailing, postcards, credentials, envelopes, and any other non-digital ticketing assets for the JMA Wireless Dome Box Office. Work closely with Dupli for artwork transfer, proofing and problem resolution. Oversees all creation and development of event ticketing and parking needs for cuse.com/mycuse, cuse.com/studentmycuse, ticketmaster.com, and any other forms of online ticketing presence. Oversees the creation and development of ticketing needs through Archtics, EMT, TMWin, CMS, Typeform messages, tm/1 Entry, Painter, TM1 Engagement Email, etc. Key resource in their usage.
• Manage creation, update and removal of Username, password, and privilege access to the various Ticketmaster software platforms. Ongoing documentation of software user disablements for former staff. Manages the yearly changeover with Ticketmaster Support of the Archtics events and other elements to the new season. Manage outside ticket booths for networking, TM workstations, configuration/upkeep, EMVs, etc. Main point of contact with university offices as it relates to Data research and collection of custom reports/lists for use by the JMA Wireless Dome Box Office including but not limited to: New and Updated Student data to verify student status for season tickets, Faculty/Staff data to verify Faculty/staff status for season tickets, updated student data for Block Party, etc.
• Leads the Syracuse University Athletics season ticket and parking renewal efforts for Football, Men’s & Women’s Basketball, and Men’s Lacrosse as it relates to the ticketing system creation and implementation of customer invoices, customer seat relocation process, etc.
• Coordinates the ADA parking verification process for patron’s season parking
• Coordinates the ADA parking verification process for patron’s season parking.
• Liaison to ‘Cuse Athletics Fund and Sidearm Sports as it relates to the integration between the Ticketmaster Archtics Software and the Sidearm Donor Rank system. Work with Advancement and CAF for yearly and ad hoc updates and system rollover of Archtics donation funds, as well and University financial year closeout.
• JMA Wireless Dome Box Office representative for maintaining appropriate Box Office PCI requirements/standards for staff and liaison to University PCI committee.
• Coordinates change banks for all ticketed events held at the JMA Wireless Dome or at Syracuse University where the JMA Wireless Dome Box Office is required to sell tickets.
• Acts as main point of contact to promoters for non-athletic events such as MonsterJam, Globetrotters, Concerts, etc. as assigned by the Associate Director of Ticket Operations.
• Acts as Box Office Manager for all ticketed scholastic events held at the JMA Wireless Dome as well as any other misc. events as assigned by the Associate Director of Ticket Operations.
• Manages the balancing and reconciling of gameday ticket sales on the Ticketmaster Host system including the cash deposit as well as providing audit and reconciliation reports to management.
• Provides prompt resolution of guest concerns, requests, and handles escalated customer service issues promptly and courteously.Travels to select Football and Men’s Basketball away regular season and postseason contests as assigned by the Associate Director of Ticket Operations.
• Other duties as assigned