Director of Ticketing

The Director of Ticketing is responsible for the overall management and daily operation of the Mountain America Center box office, including ticketing operations, event builds, financial reconciliation, staff supervision, customer service, and event settlement reporting. This position plays a critical role in maximizing ticket revenue, maintaining accurate ticketing systems, and delivering a first-class guest experience for all arena, conference center, hockey, and entertainment events.

The Director of Ticketing works closely with promoters, touring personnel, internal departments, and ticketing partners to ensure all ticketed events are properly built, maintained, reconciled, and executed at the highest professional standard., Ticketing Operations

• Work closely with the Marketing Department by providing detailed ticket sales analytics, demographic data, pacing reports, pricing analysis, and event performance reports to support targeted, data-driven marketing campaigns.
• Develop recurring and ad hoc Ticketmaster sales, pacing, ZIP code, purchase behavior, and revenue reports to assist venue leadership, promoters, and marketing partners in maximizing ticket sales and return on marketing investment.
• Performing market and competitive ticket sales analysis.
• Building executive dashboards for weekly sales pacing.
• Providing customer demographic and purchasing behavior insights to improve targeted marketing campaigns.
• Forecasting attendance and ticket revenue for upcoming events.
• Build and maintain all ticketed events within the ticketing platform including:

• Ticket scaling
• Seating manifests
• Presales
• VIP packages
• Dynamic pricing
• Holds and kill seats
• Floor configurations
• Accessible seating

• Maintain accurate seating maps and venue capacities for concerts, sporting events, family shows, and special events.
• Monitor daily sales activity and provide regular sales updates to management, promoters, and marketing partners.
• Coordinate event on-sales and presale launches with marketing and promoter teams.
• Manage all complimentary tickets, guest lists, will call, and internal ticket requests.
• Handle ticket refunds, exchanges, relocations, and customer service escalations.
• Maintain confidentiality and security of ticketing data and financial records.

Financial & Settlement Responsibilities

• Reconcile all ticket sales and prepare final ticketing audits and event settlements.
• Provide daily, weekly, monthly, and event-specific financial reports.
• Monitor and resolve chargebacks, NSF payments, and disputed transactions.
• Ensure accurate accounting of consignment tickets, holds, comps, and pre-pulls.
• Work closely with Finance and Event Management departments to support accurate event settlements and revenue reporting.

Staff Leadership & Supervision Work with the Box Office Manager to:

• Recruit, train, schedule, and supervise all part-time box office staff.
• Develop customer service standards and operational procedures for box office personnel.
• Ensure proper staffing levels for events, on sales, and regular business hours.
• Conduct ongoing staff training related to ticketing systems, fraud prevention, guest service, and cash handling.
• Promote a positive, professional, and team-oriented work environment.

Event & Venue Operations

• Coordinate closely with Event Coordinators, Operations, Marketing, Security, and Food & Beverage departments regarding event needs and ticketing operations.
• Assist with event booking support and calendar coordination as directed by venue leadership.
• Participate in production meetings and event advance meetings as needed.
• Ensure all floor seating sections, rows, and seats are properly labeled and prepared for assigned seating events.
• Maintain ticketing hardware, printers, scanners, and box office equipment.
• Assist with development of ticketing strategies to maximize attendance and revenue., * Maintain a professional appearance and demeanor at all times.
• Support and promote the mission and venue values of Get it Done, Unity, and Best of the Best.
• Serve as a positive representative of the venue within the community and entertainment industry.
• Contribute to a collaborative, solutions-oriented culture focused on delivering world-class guest experiences.
• Assist in driving ticket sales growth and maximizing event revenue opportunities.

• Minimum of five (5) years of hands-on experience with the Ticketmaster platform, including building event manifests, configuring seating maps, managing ticket inventory, and producing advanced sales reports and analytics.
• Advanced proficiency in Ticketmaster reporting tools, analytics, and data interpretation, with the ability to translate ticketing data into actionable business and marketing strategies.
• Bachelor's degree preferred in Business, Sports Management, Entertainment Management, Marketing, or related field.
• Minimum 3-5 years of box office or ticketing management experience in an arena, theater, performing arts center, or live entertainment venue preferred.
• Experience with ticketing platforms such as Ticketmaster, Paciolan, AXS, Seats.io, or similar systems preferred.
• Strong financial reconciliation and cash management skills.
• Excellent organizational, communication, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced event environment.
• Strong customer service and interpersonal skills.
• Ability to work nights, weekends, holidays, and extended event hours as required.
• Proficient in Microsoft Office Suite and reporting systems.

Physical Requirements

• Ability to stand or sit for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to work in a busy entertainment environment with moderate noise levels.
• Ability to move throughout the arena and conference center during events.

Core Competencies

• Leadership & Accountability
• Guest Service Excellence
• Financial Accuracy
• Communication & Collaboration
• Attention to Detail
• Event Execution
• Problem Solving
• Time Management