Manager, Ticket Operations

Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians.

PRIMARY PURPOSE: Manage, research, and implement relevant emerging ticket technologies including digital tickets, customer engagement, mobile ticket platforms and more. Create efficient ticketing processes that lead to service excellence and fan retention through training, reporting and implementation.

RESPONSIBILITIES & DUTIES:

Main Responsibilites

• Manage all Agency and User access in Tickets.com ProVenue, Maintenance Portal and any additional applications as needed.
• Manage all Digital ticketing processes, set up, messaging to staff and messaging to purchasers, for single sales and plan sales Manage the Guards Rewards program for Ticket Services with regards to set up, process, fulfillment, reporting, verification etc.
• Manage the Loaded Value process during games verifying event set up, downloads and the correct processes are in place.
• With support from Director of Ticket Services, manage the Access Control operations by collaborating with Tickets.com and members from Information Systems Department.
• Work with Strategy and Information Systems Departments in coordinating sales reports in Tableau as they relate to ticket system data.
• Manage the ticket sales and marketing messaging of the ticket window external digital signs in collaboration with the Information systems Department, Brand, Ticket Sales, etc.
• Assist Director of Ticket Services and other company stakeholders in researching and testing MLBAM's Customer Engagement Platform through Ballpark App.
• Assist Ticket Services Director with all Cleguardians.com ticketing related updates in coordination with Guardians Communications Department and MLBAM.
• Coordinate single game and group ticket needs for Corporate Partnerships.
• Research and implement relevant innovations in ticket technology focused on improving fan experience and increasing revenue.
• Manage all ticket equipment needs regarding computers, printers, kiosks, ticket scanners, etc. in coordination with the Tickets.com Field Tech Representative, Guardians Ballpark Operations, Brand, and Information Systems Departments.
• Oversee ticket office maintenance and appearance by enforcing the proper placement of supplies throughout the office and vault area as well as in secondary storage areas.

General Responsibilites

• Work closely with Strategy and Ticket Sales to prevent Ticket Resellers and Fraud.
• Work with Strategy on the implementation of the GuardsTown MVPs program.
• Work with Digital Experience and other internal departments on the various 3rd party ticketing integrations including but not limited to Venuetzie, LifeBlue, Fevo, GovX, VetTix and others
• Coordinate all Parking related needs from Ballpark Operations and Sales.
• Assist in managing, processing, and fulfilling box office ticket window sales, service, and operational needs for both Game Day and Non-Game Day activity.
• Assist in managing and coordinating the process of daily vault closeouts including balancing and deposits.
• Assist in the training and development of Ticket Office sellers with a focus on accuracy and fan satisfaction.
• Provide regular reporting and analysis related to job responsibilities and business activities to constantly improve operational efficiencies.
• Directly supervise ticket window seller staff and vault staff during Game Day activity and manage resolutions and troubleshoot issues under a split schedule with other Ticket Service Department members as outlined and scheduled by Director of Ticket Services Provide daily operational support for company ticket related needs as directed by Director of Ticket Services.
• Uphold all financial controls established by the Ticket Services and Finance Departments.
• Perform all responsibilities and actions in conjunction with the Cleveland Guardians Guiding Commitments and Organizational Values.
• Manage all internal messaging of Guardians policies to part-time staff regarding pricing, ticket purchase options, etc. with customer service as a priority.
• Coordinate and lead box office ticket window seller home stand briefing meetings including communications of pertinent information including productivity, financial controls, seating, and pricing information, etc.

EDUCATION & EXPERIENCE REQUIREMENTS:

• Bachelor's degree (or similar work experience) in business with a focus in marketing, retailing and/or ticketing preferred.
• Minimum 3-5 years ticketing, sales, customer service, and/or marketing experience.
• Direct experience in ticket marketing and promotions preferred.
• Detailed understanding of ticketing operations in large venue with multiple events.
• Proven ability to develop and execute integrated corporate sales plans and promotional campaigns is required.
• Must have experience in cash handling and financial balancing/auditing.
• Must possess experience using Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, and customer relations management software.
• Must possess 3-5 years working on software from major industry ticketing software (Ticketmaster, Tickets.com, Paciolan, etc.); Tickets.com is preferred.
• Demonstrated ability to multi-task and work both independently and as a team member in a fast-paced entrepreneurial environment.

ROLE REQUIREMENTS:

• Must be organized and detail oriented with strong analytical skills.
• A creative and disciplined "out-of-the-box" business approach is desired.
• Positive attitude and strong work ethic necessary.
• Excellent verbal and written skills, and ability to communicate effectively to all levels in a major corporate environment.
• Possess self-awareness with a commitment to growth and development.
• Required to become full member of Local 756 of the Treasurers and Ticket Sellers Union (including payment of appropriate dues) per the existing labor agreement with the Cleveland Guardians.
• Required to work through walk up a minimum of 75% and the entire game a minimum of 50% of all home baseball games based on job responsibilities and workload.
• Ability to work extended days and hours and be available for all ticket related events including weekends and holidays when necessary.
• Required to work 100% of all Progressive Field single ticket on-sale events, promotional ticket events and baseball jewel events (Post Season, All-Star Game, etc.).
• Ability to travel via plane on business trips for extended periods of times (usually 1-5 days) periodically throughout the year (1or 2 times).

ORGANIZATIONAL REQUIREMENTS:

• Reads, speak, comprehends, and communicates English effectively in all communications.
• Represents the Cleveland Indians in a positive fashion to all business partners and the general public.
• Ability to develop and maintain successful working relationships with members of the Front Office.
• Ability to act according to the organizational values and service excellence at all times.
• Ability to work with multicultural populations and have a commitment to fairness and equality.
• Ability to walk, sit or stand for an entire shift.
• Ability to work extended days and hours, including holidays and weekends.
• Ability to move throughout all areas and levels of the Ballpark.
• Ability to work in a diverse and changing environment.
• Occasional physical activity such as lifting and carrying boxes up to 25 lbs.

The Cleveland Guardians are committed to developing and maintaining an environment that embraces all forms of diversity to enrich our core values, enhance our competitive position, strengthen our impact within our community, and foster a greater sense of belonging for our employees.

In this spirit, we know studies have shown that people from historically underserved groups - including women and people of color - are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job and understand that candidate may bring certain skills and experiences to the role that are not listed above, but that would add tremendous value to our organization. We would encourage you to apply, even if you don’t believe you meet every one of our qualifications described.