Under general direction and supervision, this position is responsible for assisting the Director, Ticket Operations and the Vice President, Sports Ticket Operations with key ticket operations functions related to the Brooklyn Nets and other Brooklyn Sports & Entertainment Properties. The Senior Manager, Sports Ticket Operations will set up seasons, plans, events , price points, and variable pricing pertaining to Brooklyn Nets tickets, as well as provide support and oversight to the Brooklyn Nets ticket operation. In addition, this position participates in special projects/project team(s) as assigned, to support department objectives. This position reports to the Director, Ticket Operations.
Brooklyn Nets is an Equal Opportunity Employer (EOE).
II. ESSENTIAL DUTIES AND RESPONSIBILITIES
Builds and maintains new seasons, events, ticket plans, and single game ticket plans through the Archtics system;
Sets up price points, variable pricing, fees, and associated price components;
Oversees all Brooklyn Nets ticketing activity on Ticketmaster’s Account Manager and serves as the primary contact for questions / issues;
Coordinates and manages third-party ticket integrations such as IOMedia and Experience;
Collaborates with counterparts in sales, marketing and finance to accomplish team objectives;
Cultivates the relationship between ticketing system and CRM data management; works with analytics to ensure accurate data flow;
Oversees ticket printing, invoicing and mailings throughout the year;
Primary administrator of PID technology, season ticket printing and liaison to ticket/card printing vendors;
Serves as the main ticketing contact for internal team ticketing for all Brooklyn Nets home games;
Manages and distributes Brooklyn Nets VIP presale lists for all Barclays Center events;
Oversees TicketMaster Access Manager System;
Researches issues/errors concerning printing, game summary, account manager and online purchases;
Facilitates payment plans and works closely with services staff to ensure account compliance; Investigates and responds to any chargebacks related to Brooklyn Nets ticket payments;
Creates reports for the Finance, Ticket Sales, and Marketing departments by using the Archtics database (i.e. accounts receivable, sales sources, plans sold, etc.);
Updates reports on a daily, weekly, and monthly basis regarding performance against sales targets;
Updates senior management on best practices and new technology;
On Nets game days, serves as primary point of contact for Brooklyn Nets ticketing – overseeing customer resolution, ticketing technology, inventory, and providing management with progress of current game as well as end of night reports;
Other duties as assigned by management;
The qualifications listed below represent the credentials necessary to perform the essential functions of this position. To be successful in this position, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals to perform the essential functions.
A. Education and/or Experience
• Bachelor’s degree required, coupled with a minimum of 3-5 years in box office or ticket operations, preferably in a professional or collegiate sports environment.
Advanced knowledge and proficiency with Archtics Ticket System and related Ticketmaster products – Access Manager, FanUser, Client Tools, Account Manager and TicketMaster ONE;
Must have strong familiarity with Microsoft Excel, Word, PowerPoint and Outlook;
Must be self-motivated with positive attitude and able to work independently;
Must have the ability to maintain professional behavior and appearance;
Must have the ability to demonstrate uncompromised judgment and discretion to protect the confidentiality/privacy of others, and company documents and records;
Must have a strong sense of self-awareness and emotional intelligence, strong interpersonal conflict resolution, and problem solving skills;
Must have truly outstanding customer service and interpersonal communication skills;
Must have an interest and ability in serving others as one of the primary functions of their job;
Must be self-directed and able to work independently;
Must be flexible and reliable team player, both within own department and within company as a whole;
Must be a strong communicator: must be comfortable with engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong, active listening skills;
Must possess a strong ability to manage one's own time and prioritize tasks when given clearly defined goals and objectives;
Able to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption;
Must have a strong command of reasoned, measured decision-making based upon analyzing the pros and cons of each potential decision to be made.
IV. WORKING CONDITIONS
A. Travel Requirements
May be required to travel on rare occasions (<5%) trips may require air travel and/or overnight stay for one or more nights.
B. Physical Demands
This position requires the ability to lift up to 10 pounds.
C. Work Environment
The incumbent primarily works in an office environment, however is expected to attend NETS’ games.