TITLE: Ticket Operations Manager
POSITION TYPE: Full Time, Exempt
LOCATION: San Jose, CA
REPORTS TO: Director, Ticket Operations
POSTING DATED: September 12, 2022
Born in 1991, Sharks Sports and Entertainment (“SSE”) has grown into a multi-faceted organization that includes the NHL’s San Jose Sharks, the AHL’s San Jose Barracuda, SAP Center, Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. We are continually growing our organization through expansion in the Bay Area and surrounding communities in Northern California.
We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.
We live, work, and innovate by a set of Pioneering Principles:
T – Team success is more important than individual success
E – Exceptional experience is non-negotiable in everything we do
A – Appreciate others for their diversity and opinions
M – More risk leads to more rewards and expands our comfort zones
T – Trust that all teammates have the best intentions
E – Empower all teammates to make informed decisions
A – Always say what you really mean and do what you say
L – Lead by showing the respect to others you expect from them
We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether; we are Team Teal.
The Ticket Operations Manager will assist the Director of Ticket Operations with the management and supervision of all box office functions including staffing, cash control, event management and third party/vendor relations for all San Jose Sharks, Barracuda, Tech CU Arena & SAP Center events. This role is essential for providing an exceptional guest experience for all their ticketing needs.
Essential Duties and Responsibilities
Assist the Director with managing arena ticket office operations for approximately 150 sports and special events per year.
Build and maintain events on the Ticketmaster Host and Archtics systems as assigned.
Manage, train, and develop 3 Ticket Operations Coordinators.
Review and perform balancing, depositing, and reporting of ticket office receipts, as required
Create and distribute ticket office sales reports to various departments throughout the organization, the NHL and AHL..
Direct creation and update of venue seating charts and distribute as needed.
Implement all access control guidelines for each event.
Assist with all product launches for all San Jose Sharks and Barracuda ticket packages.
Assist in the creation and management of the annual department budget.
Establish and review operational policies and procedures for ticket office operations.
Act as chief liaison for vendors, customer service inquiries and escalated customer issues.
Provide unsurpassed customer service to all guests visiting the ticket office.
Determine and communicate Ticket Office Coordinators’ schedules.
Represent the department at weekly company management meetings and other meetings as necessary.
Other duties as deemed necessary or as directed.
Assist SSE staff as deemed necessary or as directed.
Bachelor’s degree combined experience and/or education.
Minimum 5 years computerized box office experience with at least 2 years in a management capacity or any equivalent combination of education and experience.
Advanced knowledge of all Ticketmaster systems with an emphasis on Ticketmaster Archtics, Account Manager, Host, TM One and TM1 Entry are also required.
Excellent skill in developing and managing department budgets.
Demonstrate ability and experience developing and coordinating multi-faceted plans and issues.
Proficient with Microsoft Office, with emphasis on Excel and Word.
Demonstrate sound organizational, coordinating and personal interface skills.
Demonstrate excellent written and verbal communication skills, including the ability to successfully communicate with the public, other employees and vendors.
Proven job reliability, diligence, and dedication.
Must be flexible with working nights, weekends, and holidays.
Ability to sit, stand and utilize a computer for extended periods of time.
Communicate via phone and email with a variety of individuals.
Ability to bend at the waist, reach overhead and lift up to 15 lbs.
Physically navigate stairs and catwalks at SSE facilities during normal work hours and events.
Ability to work occasional extended hours including nights, weekends, holidays (all with advance notice).
At this time, all SSE employees must be fully vaccinated against COVID-19 prior to working onsite at any SSE facility, unless the individual is able to telework or is otherwise eligible for an exemption in accordance with applicable law. If on-site services are to be performed, SSE will require you to certify your vaccination status as part of the onboarding process.
What We Offer
A robust package of healthcare benefits; 401(k) retirement
Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking
The opportunity to work with a variety of passionate individuals, committed to innovating exceptional sports and entertainment opportunities in our hometown
An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry
Potential for flexible scheduling and telework opportunities
This position is not eligible for U.S. work authorization sponsorship.
Our Commitment to Diversity, Inclusion & Belonging & EEO Statement
Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
Sharks Sports and Entertainment is an equal opportunity employer. We make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans’ status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.
Notice to Recruiters and Agencies
SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE’s HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement and written assignment by SSE, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.