Ticket Operations Manager - Aeg : Job Details

Ticket Operations ManagerThe Wilkes-Barre/Scranton Penguins, American Hockey League affiliate of the Pittsburgh Penguins, are seeking a Ticket Operations Manager. This position plays a vital role in overseeing the day-to-day operations of the Penguins' ticketing systems, ensuring seamless processes for both fans and staff. The ideal candidate will have a strong background in ticketing technology, data management, and customer service, with an aim to improve processes and maintain efficient operations.What to Expect:As the Ticket Operations Manager, you will manage all aspects of ticketing operations, including sales support, game-day ticketing logistics, and database management. You'll work closely with the sales and finance teams to maintain accuracy and efficiency across all ticketing functions.Day-to-Day Operations:

• Manage and oversee the Archtics ticketing system, including building and maintaining events, pricing, and seating manifests.
• Ensure accurate processing of ticket orders for season memberships, single-game tickets, group sales, and premium seating.
• Handle all aspects of ticket inventory management, including holds, releases, reclasses, and reallocations.
• Provide technical support and training to sales staff on ticketing software and best practices.
• Maintain and analyze customer data within Archtics to identify trends and support sales efforts through lead development, sales reporting, list creation, and opportunities to emphasize game-day interactions and selling.
• Provide regular sales and service reports to Director, Ticket Sales.
• Reconcile ticketing transactions with the finance department to ensure accuracy.
• Troubleshoot ticketing issues, including refunds, reprints, and account mergers/adjustments.
• Provide exceptional service to partial plan and flex clients via phone, email, and in-person interactions.

Game Night Responsibilities:

• Serve as the primary contact for ticketing operations during home games.
• Oversee the setup and management of the box office and mobile ticketing platforms.
• Assist with handling customer inquiries and resolving ticket-related issues promptly.
• Collaborate with ticketing and game operations staff to ensure smooth entry and seating processes for fans.

Requirements:

• Bachelor's degree in Sports Management, Business, or a related field.
• 2+ years of experience in ticket operations or a related role in the sports or entertainment industry.
• Strong knowledge of ticketing systems (Archtics experience strongly preferred) and CRM platforms.
• Exceptional organizational skills with a high level of attention to detail and commitment to accuracy.
• Proficiency in Microsoft Office, particularly Excel, for reporting and data analysis.
• Strong communication and interpersonal skills to work effectively with staff and customers.
• Availability to work evenings, weekends, and holidays as required for games and events.
• A passion for hockey and knowledge of the Penguins organization is a plus.
• Professional appearance and demeanor.
• Ability to lift up to 30 pounds and stand for extended periods during events.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• A collaborative work environment in the fast-paced, captivating world of Penguins hockey.

How to Apply:Please submit a cover letter and resume detailing your qualifications via TeamworkOnline.com. No phone calls or emails will be accepted.We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.Job Questions:

Why do you think you would excel in this role?

Describe your ideal work environment and your personality within this setting.