Key Responsibilities
- Strategy and Planning
- Develop ticketing strategies, pricing models, seat maps, and inventory allocations by channel and segment.
- Build on-sale calendars, presale plans, offer codes, and access control rules.
- Define refund, exchange, and transfer policies aligned with legal and organizational standards.
- Operations and Execution
- Configure events in the ticketing system (pricing tiers, bundles, memberships, promo codes, holds/kills).
- Lead on-sale day execution and war rooms; monitor traffic, conversion, and system health.
- Manage order adjustments, upgrades, group sales, and VIP/credential workflows.
- Oversee box office operations, will call, and access control at venue doors.
- Revenue and Yield Management
- Track pace, demand curves, and inventory mix; recommend dynamic pricing and reallocation.
- Optimize fees, discounts, and packages to hit revenue and occupancy targets.
- Reporting and Analytics
- Produce daily/weekly sales reports, settlement packs, and reconciliations.
- Maintain dashboards on sales pace, conversion, refund rates, and marketing attribution.
- Forecast sales and provide insights to marketing and programming teams.
- Customer Experience and Support
- Own escalations for complex customer issues and high-value accounts.
- Ensure knowledge bases, FAQs, and scripts are current for customer support and box office staff.
- Compliance and Risk
- Enforce anti-fraud measures, ticket limits, bot mitigation, and resale policies.
- Ensure tax handling, PCI compliance, data privacy, and accessibility standards (ADA/assistive seating).
- Stakeholder Management
- Serve as primary liaison with ticketing vendors, payment processors, and resale partners.
- Coordinate with Marketing on campaigns, tracking links, and promo performance.
- Partner with Finance for settlements, chargebacks, and month-end close.
- Team Leadership
- Hire, train, schedule, and mentor ticketing/box office staff.
- Establish SOPs, QA checklists, and post-mortems for continuous improvement.
Qualifications
- 5+ years in ticketing operations, box office management, or e-commerce operations; 2+ years in a leadership role.
- Hands-on expertise with major ticketing platforms (e.g., Ticketmaster, AXS, Eventbrite, Seated, Tessitura, AudienceView, Spektrix) and access control systems.
- Strong analytical skills with Excel/Google Sheets; familiarity with BI tools (e.g., Looker, Tableau, Power BI) and basic SQL a plus.
- Proven experience with dynamic pricing, inventory management, and revenue optimization.
- Solid understanding of payments, PCI, chargebacks, taxes, and financial reconciliation.
- Excellent communication, vendor management, and cross-functional collaboration skills.
- Ability to perform under pressure during on-sales and live events; willingness to work evenings/weekends as needed.
- Knowledge of ADA/accessibility requirements and customer data privacy practices.
Competencies
- Results Orientation: Drives sales targets and on-time, error-free launches.
- Operational Rigor: Builds robust SOPs, checklists, and QC processes.
- Problem Solving: Anticipates issues; acts decisively during high-traffic events.
- Customer Centricity: Designs policies and workflows that reduce friction.
- Leadership: Coaches teams; fosters accountability and continuous improvement.
KPIs
- On-sale uptime and error rate
- Pace-to-target and revenue per seat
- Sell-through rates by tier/channel
- Refund/chargeback rates and fraud losses
- Box office wait times and CSAT/NPS
- Reporting accuracy and timeliness
Tools and Systems
- Ticketing platforms and access control scanners
- Payments/merchant portals and chargeback tools
- CRM/marketing tools (promo code tracking, UTMs, affiliates)
- BI/reporting dashboards and spreadsheets
- Project management and documentation tools
Education
- Bachelor’s degree in Business, Operations, Arts Management, or related field preferred; equivalent experience considered.
Pay: ₹40,401.36 - ₹68,756.77 per month
Benefits:
- Cell phone reimbursement
- Paid time off
Education:
Experience:
- Time management: 5 years (Required)
Work Location: In person
