Key Responsibilities and Required Skills for Ticketing Manager

🎯 Role Definition

As our Ticketing Manager, you will be the central pillar of our event success, overseeing the entire lifecycle of ticketing operations from initial event builds to final reconciliation. You will lead a dedicated team, manage sophisticated ticketing systems, and develop strategic pricing and inventory plans to maximize revenue and attendance. This role requires a blend of technical expertise, exceptional leadership, and a deep commitment to providing best-in-class customer service. You are the architect of our audience's first impression, and your precision and strategic vision will be critical to the financial health and operational excellence of our venue.

📈 Career Progression

Typical Career Path

Entry Point From:

Box Office Supervisor
Senior Ticketing Coordinator
Group Sales Coordinator

Advancement To:

Director of Ticketing
Director of Event Operations
Venue Manager

Lateral Moves:

Event Manager
Group Sales Manager

Core Responsibilities

Primary Functions

Oversee all aspects of box office operations, including staffing, training, scheduling, and performance management to ensure a high level of customer service and efficiency.
Manage the complete event creation process within the ticketing system (e.g., Ticketmaster, AXS, SeatGeek), including building events, creating price codes, managing holds, and setting on-sale dates.
Develop and implement dynamic pricing strategies in collaboration with marketing and finance teams to maximize ticket revenue and respond to market demand.
Manage and allocate ticket inventory, including holds for promoters, artists, marketing, and internal use, ensuring accuracy and preventing overselling.
Serve as the primary liaison with promoters, artist management, and internal departments for all ticketing-related matters, ensuring clear communication and fulfillment of contractual obligations.
Generate and analyze detailed daily, weekly, and post-event sales reports to provide insights on sales trends, inventory status, and revenue to key stakeholders.
Ensure the accurate financial settlement and reconciliation of all ticket sales for each event, working closely with the finance department to close out events promptly.
Handle and resolve all escalated customer service issues with professionalism and efficiency, empowering the team to solve problems at the first point of contact.
Guarantee compliance with all relevant regulations, including ADA seating requirements, and maintain PCI compliance for all transactions.
Manage the operation and maintenance of all ticketing equipment, including scanners, printers, and point-of-sale (POS) systems, troubleshooting issues as they arise.
Coordinate and execute on-sales for high-demand events, implementing strategies to manage online queues and ensure a smooth purchasing process for patrons.
Supervise will-call and guest list operations on event days, ensuring a seamless and positive entry experience for all attendees.
Develop comprehensive training materials and standard operating procedures (SOPs) for all box office functions to ensure consistency and quality.
Act as the primary system administrator for the venue's ticketing software, staying current with all updates, features, and best practices.
Monitor and manage ticket brokers and the secondary market to protect the integrity of the event and brand.

Secondary Functions

Collaborate with the marketing department to create and execute promotional offers, discount codes, and targeted sales campaigns.
Support ad-hoc data requests from executive leadership and other departments, providing detailed analysis and actionable insights from ticketing data.
Contribute to the development of the organization's long-term sales and audience development strategies.
Evaluate and recommend new ticketing technologies, software, or partners that could enhance operational efficiency or the customer experience.
Participate in cross-departmental meetings to represent the ticketing department and ensure its needs are integrated into overall event and venue planning.

Required Skills & Competencies

Hard Skills (Technical)

Advanced Ticketing System Proficiency: Expert-level knowledge of at least one major ticketing platform (e.g., Ticketmaster Host/Archtics, AXS, SeatGeek, Tessitura).
Data Analysis & Reporting: Ability to interpret sales data, generate comprehensive reports using Excel (Pivot Tables, VLOOKUPs), and present findings to stakeholders.
Inventory Management: Strong understanding of manifest creation, holds, and dynamic ticket allocation strategies.
Financial Reconciliation: Experience with event settlement, cash handling procedures, and credit card processing (PCI compliance).
POS Systems Management: Familiarity with the setup, operation, and troubleshooting of point-of-sale hardware and software.

Soft Skills

Leadership & Team Management: Proven ability to hire, train, motivate, and lead a team in a fast-paced, high-pressure environment.
Exceptional Customer Service: A dedication to providing an outstanding patron experience, with strong de-escalation and problem-solving skills.
Communication & Interpersonal Skills: Excellent verbal and written communication abilities for liaising with clients, staff, and customers.
Attention to Detail: Meticulous approach to event building, financial reporting, and operational execution to ensure 100% accuracy.
Problem-Solving Under Pressure: Ability to think quickly and make sound decisions during high-stress situations like on-sales and live events.
Time Management & Organization: Superior organizational skills to manage multiple event timelines and competing priorities simultaneously.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED coupled with significant, relevant professional experience.

Preferred Education:

Bachelor's Degree

Relevant Fields of Study:

Business Administration
Hospitality or Arts Management
Marketing
Sports Management

Experience Requirements

Typical Experience Range:

3-5 years of progressive experience in a box office, ticketing, or live event environment.

Preferred:

At least 2 years in a supervisory or management role within a ticketing or box office setting. Direct experience managing high-volume on-sales and a diverse range of events (concerts, sports, theater) is highly desirable.