Director, Ticket Operations

The Director, Ticket Operations will partner with ticketing leadership in the successful planning and execution of ticketing for Tampa Bay Rays home games and non-baseball events. The ideal candidate will have significant experience building complex events in ticketing systems, managing ticket inventory, monitoring and maintaining accurate data, and driving a high-quality customer ticket purchase experience.

Roles and Responsibilities:

• Responsible for accurate and timely event builds in the ticketing system (Tickets.com ProVenue) including but not limited to the building of all game events, price scaling, pricing, ticket inventory, holds/kills, presales, offers, seating manifests, and collection of ticket revenue.
• Manage and develop ticket operations personnel and day-to-day operations of the department.
• Analyze and extract data from reports related to ticket sales and financial forecasting. Provide executive summaries with key takeaways and recommendations.
• Work with the Rays primary ticketing partner (Tickets.com) to continuously audit and improve the customer experience. Act as a direct liaison with Tickets.com and Major League Baseball.
• Collaborate with Ticketing & Business Analytics leadership on pricing strategy, with a focus on maximizing revenue for top events.
• Ensure that ticketing information is kept up to date and that relevant departments are informed of changes that could impact operations.
• Work with Rays finance on reconciliation of ticket and parking sales and maintenance of auditing procedures. Oversee all financial reconciliation with regard to daily reports, monthly reporting and event settlements.
• Research and implement best practices in live events, ticket operations, ticket technology, and MLB authorized ticket marketplaces.
• Assist with product mix optimization, development and execution of ticket promotions, ballpark scaling, and general planning for spring training, regular season, and postseason events.
• Develop working relationships with the Tickets.com client representatives and various primary and secondary ticketing partners to assist with ticket setup & reporting.
• Responsible for ticket system administration and upgrades, scheduling these upgrades with Tickets.com, and communicating system changes and new features to internal stakeholders.
• Other duties as assigned in collaboration with the Ticket Sales & Services department.

The ideal candidate will have the following qualifications:

• Bachelor's degree from a 4-year college or university preferred.
• A minimum of 5 years of experience with Tickets.com (preferred) or substantial experience with a comparable ticketing system.
• Successful track record in ticket operations, with a preference for candidates with experience working for or with a MLB club.
• Experience with ticket pricing strategy & managing inventory for high volume, high demand events.
• Proficient with Microsoft Excel (Pivot Tables, VLOOKUP, etc.)
• Experience leading, training, and developing a team.
• Ability to work successfully under pressure and/or stringent conditions while producing accurate and on-time results.
• Possess exceptional guest services skills with the ability to foster strong working relationships with executives, peers, and team members.
• Detail-oriented, organized, and excellent verbal and written communication skills
• Ideal candidate should be a fast learner, adapt well to change, and thrive in a dynamic and collaborative work environment.
• Must be able to work home games and other events including weekends, nights and holidays as needed.