DEPARTMENT: Ticket Operations
REPORTS TO: SVP, Business Strategy & Analytics
STATUS: Full-Time; Exempt
San Diego Padres Commitment:
The San Diego Padres are committed to creating a diverse and inclusive environment for our employees. We strive to create an environment for everyone by including perspectives from backgrounds that vary by race, ethnicity, religion, gender, age, disability, sexual orientation, veteran status, and national origin.
If you are not sure you’re 100% qualified but are up for the challenge - we want you to apply. We believe skills are transferable and passion for our mission goes a long way.
Your role as Senior Director, Ticket Operations:
You will oversee all aspects of Ticket Operations, including but not limited to, ticket system management, staffing and training the department, and maintaining relationships with Major League Baseball and other partners. You will work collaboratively with Ticket Sales & Services, Business Strategy & Analytics, Marketing and other departments within the Padres organization to ensure effective execution of ticketing policies and strategies.
All the responsibilities we will trust you with:
Operations and Technology Management
- Oversee the management and configuration of ticket systems (e.g. Ticketmaster Archtics, Tickets.com) to ensure efficient operations for fans and internal stakeholders. This includes, but is not limited to: event creation, order processing, renewals, payment plans, ticket exchanges, online account management, etc.
- Lead systems integrations with ticketing partners to enhance fan ticketing experience
- Oversee access control systems for all events at Petco Park
- Oversee complimentary ticket requests and help develop and enforce policies and reporting of complimentary tickets
- Serve as liaison for the Padres’ and visiting club traveling secretaries for player and other ticket needs
- Effectively manage ticket inventory to align with ticketing strategies and revenue goals
- Maintain a culture of exemplary service when resolving both internal and customer-centric ticketing issues online, over the phone, and at the windows
- Establish and implement procedures to ensure consistent execution on gamedays, working collaboratively with Guest Experience to address in-venue ticketing issues, delivering final numbers to senior executives, and properly closing the event in the venue and in the ticketing system
- Lead the ticket operations team that ensures the ticket system is working properly, and ensure that ticket system client support and MLB are notified when issues arise.
Team Management and Development
- Manage, mentor and develop the Ticket Operations team, fostering a culture of continuous improvement, innovation and collaboration
- Oversee the hiring, training, supervising and scheduling of Box Office staff, developing a culture of exemplary customer service.
- Serve as the ticket office representative in labor negotiations with ticket seller union
- Prepare and track annual budget for Ticket Operations department including all staff requirements, operational expenses and capital expenses
Compliance and Reporting
- Ensure compliance with MLB ticketing regulations, local laws and organizational policies
- Work with Analytics and Finance to ensure MLB and audit ticketing reporting needs are met
- Serve as club Ticketing Director for MLB Postseason and other special events, ensuring compliance with MLB rules/manuals
- Assumes other duties and responsibilities as assigned by the Senior Vice President of Business Strategy & Analytics
Your areas of knowledge and expertise that matter most:
- Proficient computer skills including experience with MS Office products such as Word, Excel, Outlook, etc., and general knowledge of basic office equipment
- Possess strong communication skills, both written and verbal, and effectively work well with others in a collaborative, respectful manner
- Exceptional time management and organizational skills with capacity to handle high volumes of detailed work, multi-task and manage projects on strict deadlines
- Maintain professional demeanor with a high degree of discretion, integrity, and accountability
- Maintain consistent, punctual, and reliable attendance
- Experience in supervising, motivating, and coaching event-related staff
You will be required to meet the following:
- Must be at least 18 years of age by the start of employment
- Minimum 8 years previous experience in a sports or entertainment facility with an emphasis on Ticket Operations
- 4-year Bachelor’s Degree, or education equivalent
- Able to work flexible hours including evenings, weekends, holidays and extended hours as needed
- Able to travel as needed
- Minimum physical requirements: able to travel to and gain access to various areas of the ballpark for prolonged periods of time during games and events; able to lift and transport up to 25 pounds
- As a condition of employment, you must successfully complete all post-offer, pre-employment requirements, including but not limited to a background check
Salary and additional compensation:
Per the California pay transparency law, the base salary range for this full-time position is $110,000 to $125,000. As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, job-related skills and any other factors the San Diego Padres considers relevant to the hiring decision for this position.
In addition to the base salary, the Padres believe in providing a very competitive and generous compensation and benefits package for its employees. Benefits include, but are not limited to: Medical, Dental, Vision, 401(k) with employer match + automatic company Safe Harbor contribution, Basic Life Insurance (with option to purchase Supplemental Life Insurance), Pet Insurance, generous paid time off (PTO) and holiday program, paid employee parking, onsite barista service, employer provided game tickets to home games, onsite experiences, ballpark discounts on food and retail, work from home Fridays (during the off-season and when team is on the road), smart casual dress code and so much more! All benefits are subject to eligibility requirements and the terms of official plan documents which may be modified or amended at any given time.
The San Diego Padres are an Equal Opportunity Employer.
