Ticket Operations Manager

Ticket Operations Manager

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions – from venue development and event booking to revenue strategy and hospitality.

Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues stadiums, arenas, conventions centers and theaters.

Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen!

The Role

The Ticket Operations Manager is responsible for overseeing the daily operations of the box office, ensuring the efficient and effective management of ticketing functions for all events. This role involves coordinating all ticketing-related activities between promoters, and venue personnel, while maintaining the highest level of customer service and operational accuracy.

Essential Duties and Responsibilities:

• Daily Operations Management: Oversee the daily operations of the box office, ensuring smooth and efficient ticketing services for all events.
• Ticketing Coordination: Serve as the primary liaison between promoters, venue staff, and the ticketing company. Coordinate ticketing information, including but not limited to final seating configurations, pricing, inventory management, and ticket order processing.
• Event Management: Maintain event information within the ticketing software, including final scaling, seating configurations, building events, placing holds, managing inventory during the on-sale period, creating offers, and processing ticket orders.
• Settlement Preparation: Prepare day-of-show settlement reports, ensuring accuracy and timely delivery of requested ticketing reports to promoters and internal finance department.
• Event File Management: Establish and maintain comprehensive event files, including seat holds for the venue and promoters, event audits, ticket build instructions, and other essential documentation.
• Staffing and Training: Assist in the hiring, training, and development of part-time box office staff, ensuring adherence to best practices and implementation of evolving technologies within the ticketing environment.
• Reporting and Communication: Provide scan counts to promoters as requested during ingress and maintain open communication with all venue departments to meet operational needs.
• Customer Service Excellence: Demonstrate exceptional rapport with clients, venue tenants, and internal departments. Respond promptly and professionally to inquiries and service requests from clients, partners, and facility teams.
• Independent Problem Solving: Handle most box office inquiries and issues independently, ensuring resolutions are provided efficiently and effectively.
• Ticket Sales and Support: Accurately sell tickets via Ticketmaster and AXS ticketing systems, offering outstanding customer service to all guests and patrons at the venue.
• Flexible Availability: Be available to work nights, weekends, and occasional holidays to accommodate event schedules and staffing needs.
• Strategic Development: Contribute to the development and implementation of a strategic plan to continuously improve box office operations and customer service.

Supervisory Responsibilities (if the specific role needs it): Carries out supervisory responsibilities in accordance with all Legends & ASM policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; complaints and resolving problems.

Qualifications/Experience:

• Previous experience in box office management, event coordination, or related field preferred.
• Strong familiarity with ticketing software, including Ticketmaster and AXS systems.
• Exceptional organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong leadership and interpersonal skills, with the ability to work effectively with diverse teams.

Compensation: Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

Working Conditions:

Location: Van Andel Arena (DeVos Place, DeVos Performance Hall, Acrisure Amphitheater responsibilities as well)

Physical Demands: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.