Manager, Ticket Operations

Description

Soccer Overview

We are Soccer and we are the future of sport in the United States. Our mission is to make soccer the preeminent sport in the United States.

We embrace diversity, technology and global connections to drive the growth of our sport and serve our athletes and fans.

We seek motivated, passionate, skilled people who can think, create and work on a team.

Soccer is a growing company that looks for team members to grow with it. Soccer offers a comprehensive compensation package, casual work environment, an inclusive culture and an atmosphere for professional development.

The Federation’s core principles set organization-wide standards to identify and foster our culture and inform how we interact and hold each other accountable.

These principles guide Soccer : We Win Together. We Aim High. We Champion Diversity, Equity & Inclusion. To be successful as a USSF employee, it is critical to demonstrate and live up to these principles every day and with every interaction with peers, stakeholders, and partners.

The Federation’s core values are the individual attributes and characteristics that staff embody to uphold the organization’s principles and succeed.

These values guide our employees : Integrity. Commitment. Teamwork. Respect.

Position Description

Reporting to the Director of Ticketing, the Manager, Ticket Operations is responsible for being a key liaison between Ticket Sales, Fan Experience, Advancement and Venues.

The ideal candidate will have a strong background in ticket sales, ticket operations and customer service. This includes customer service management of the Box Office on match day.

Key Responsibilities :

Ticket Operations

• Work with the Director of Ticketing to evaluate and update ticketing policies and procedures to keep up with technology and industry standards
• Lead event builds for Soccer Federation-controlled matches
• Evaluate and execute operations plan for handling all functions including invoicing of account holders, seat upgrades, allocations, transfers, payment plans, and other ticketing initiatives
• Liaise with management, partners, outside promoters, and ticketing vendors
• Assist Director in analysis sales data to identify trends and optimize pricing / distribution strategies
• Point of contact for all federation ticket needs for Soccer controlled events
• Reporting
• Manage the Federation's CRM system and database of fan / customer records
• Leverage customer data and analytics to segment audiences and personalize experiences
• Ensure data integrity, security, and compliance with privacy policies
• Provide needed ticketing reports and analysis to various departments to include Partnerships, Consumer Products, Advancement, Membership and Media.

Additional Duties

• Communicate and collaborate across internal departments
• Deep dive into data analytics and insights, which would drive strategic marketing and sales campaigns
• Provide exceptional customer service and resolve escalated ticketing issues
• Develop reports and present insights to leadership on key metrics and performance
• Manage access control systems and complimentary ticket programs for events
• Prepare and submit required Federation reports related to ticketing activities
• Work in tandem with senior leadership to create lead scoring and a prioritization system to identify targeted audiences for various ticket products, hospitality packages, and other products for the team
• Other duties as assigned

Department Responsibilities

• Manage the Ticket Operations Coordinator(s) Including interviewing, selecting, onboarding and day-to-day management
• Develop and implement training and planning exercises for the Ticket Operations Coordinator(s)
• Oversee the department’s complimentary ticket policy for Soccer controlled matches
• Work in tandem with the Director of Ticketing to secure, process, and communicate ticketing policies for outside tournaments : FIFA World Cup, Olympics, Concacaf Gold Cup and Concacaf Nation’s League

Requirements

Minimum Qualifications

• Bachelor's degree
• Minimum 5 years of ticket operations and CRM experience
• Experience with Ticketmaster Host and Archtics preferred
• Expertise in other ticketing platforms, CRM systems, sales strategies, and data analysis
• Strong analytical, problem-solving, project management and leadership abilities
• Excellent communication, interpersonal and customer service skills
• Proficiency with Microsoft Office, data visualization tools and reporting
• This role demands a strategic and data-driven leader to optimize ticketing revenue, deliver exceptional fan experiences, and drive customer engagement for the Soccer Federation.

Desired Qualifications

• Bilingual (English and Spanish, preferred)
• Experience working in international sports - including federations, officials and teams from varying countries and cultures.
• Experience managing or working in venues managing sporting events

Soccer is an equal opportunity employer that is committed to diversity, equity and inclusion, and prohibits discrimination and harassment of any kind on the basis of race, color, sex, religion, national origin, citizenship, pregnancy, sexual orientation, gender identity, age, disability, genetic information, military status, political belief, or any other characteristic protected under the law.

This policy applies to all our employment practices within our organization.

We strongly encourage women, people of color, LGBTQIA, veterans, parents, and persons with disabilities to apply.