Manager, Ticket Operations - FTL War Memorial

FTL War Memorial - Manager

Fort Lauderdale · FL

Other (consulting, membership, non-profit, real estate): Other

months ago

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The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community. The organization is on the rise and is experiencing success both on and off the ice. Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history. Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high. The organization is expanding outside of Amerant Bank Arena via the renovation of the FTL War Memorial/Baptist Health IcePlex in downtown Fort Lauderdale. This state-of-the-art ice facility will feature two regulation-size rinks, including a team practice rink with stadium seating, the Panthers’ new practice facilities spanning over 33,000 sq.ft. of offices and off-ice training facilities, and a 4,000-capacity music theatre for live entertainment. The future is bright, and we are very proud of what we are building in South Florida.

Job Title: Manager, Ticket Operations – War Memorial
Department: Ticket Operations
Reports To: Director, Ticket Operations
FLSA: Exempt
Employment Type: Full-Time
Location: FTL War Memorial

Job Summary:

The Manager, Ticket Operations – War Memorial will be a highly organized and detail oriented professional with a passion for improving operational efficiencies and experiences for FTL War Memorial patrons.

Primary responsibilities include ensuring daily operations run proficiently through creation and implementation of ticket operations procedures, establishing operations training and development programs, oversight of event builds, inventory management, and event day scanning procedures.

The Manager will share responsibility of maintaining strong relationships with patrons, partners, venue staff, and executives in a manner that elevates customer service standards.

Essential Duties & Responsibilities:

Specific duties include but are not limited to:

Support the Director and VP with execution of daily operations and administration of department
Primary operations contact for FTL War Memorial; plan, build, and execute all aspects (event build, price codes, offers, scanning, box office setup, etc.)
Serve as ticket operations Manager on Duty for majority of events
Coordinate effective collaboration with designated departments including ticket sales & service, marketing, venue operations, corporate partnerships, business intelligence and strategy & insights regarding the overall coordination and impact of ticket operations.
Cultivate alliance with box office staff to uphold high guest service standard
Primary operations contact for event programmer, promoters, and internal VIP requests
Manage Part Time Staff and a Full Time Coordinator
Primary operations resource for sales & service ticket inquiries/issues
Manage fulfillment timelines and execution for each event
Continuously identify and suggest processing efficiencies for sales and ticket operations
Maintain and cleanse ticket data within the SeatGeek database
Oversee preparation of daily financial reconciliation reports and chargeback disputes
Formulate and complete special projects, reports as assigned by management
Manage daily & event day box office operations and staff

Qualifications:

Strong skillset in Excel for reporting-based needs.
Ability to prioritize, delegate workload, and solve problems efficiently and quickly
Ability to provide excellent customer service to all internal and external clients by representing the organization and department professionally
Assertive, motivated, self-starter, autonomous, collaborative, curious
Strong attention to detail, excellent interpersonal skills, and effective oral and written communication skills.
Ability to work independently and as a part of a high functioning team.
A minimum of 2-4 years of related work experience
Prior utilization of SeatGeek ticketing system experience preferred
Ticketmaster Archtics & HOST ticketing system experience a plus
Experience in sports and/or entertainment industry

Position Type/Expected Hours of Work:
This is an exempt position. Must be able to work flexible hours, nights, weekends, and holidays as needed.

At the Florida Panthers Hockey Club, Arena Operating Company, Panthers IceDen, Sanza Food Service, War Memorial Benefit Corporation, and FLA Team Shop, we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.

We welcome all to apply and join our team.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

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