Manager, Athletics Ticket Services

EXPIRED

Responsible for the initiation, control, coordination, oversight, reconciliation and accountability of all event admission ticket sales, ticket sales service charges, parking lot ticket sales, program sales, away game ticket sales. Designs salable seating capacity based on event production data. Provides analysis of sales data to assist in maximizing ticket sales and revenue. Supervises part time Ticket Services personnel. Develops and administers policies and processes for customer service, ticket sales and the organization of the Ticket Services team. Processes all revenue payments and LehighGear.com monthly checks. CBY Background check process for Wage Staff (as necessary for ID Card). Payroll paperwork and process for Ticket Sellers. This position is responsible for the financial aspects of the operation, including daily, weekly, monthly and annual settlement, including working with the university's internal auditor. The Lehigh community takes seriously our commitment to antiracism and The Principles of our Equitable Community.

Position Number: S75400

This position is a Grade: 8-40 with an approximate salary range of $44,820-$53,790 and is subject to change based on experience, skills and qualifications

Lehigh University offers a comprehensive and family friendly benefits package which includes but is not limited to Health Care, Retirement and Educational benefits. Information can be found on our website athttps://hr.lehigh.edu/benefits

Responsible for the initiation, control, coordination, oversight, reconciliation and accountability of all event admission ticket sales, ticket sales service charges, parking lot ticket sales, program sales, away game ticket sales. Designs salable seating capacity based on event production data. Provides analysis of sales data to assist in maximizing ticket sales and revenue. Supervises part time Ticket Services personnel. Develops and administers policies and processes for customer service, ticket sales and the organization of the Ticket Services team. Processes all revenue payments and LehighGear.com monthly checks. CBY Background check process for Wage Staff (as necessary for ID Card). Payroll paperwork and process for Ticket Sellers. This position is responsible for the financial aspects of the operation, including daily, weekly, monthly and annual settlement, including working with the university's internal auditor. The Lehigh community takes seriously our commitment to antiracism and The Principles of our Equitable Community.

Position Number: S75400

This position is a Grade: 8-40 with an approximate salary range of $44,820-$53,790 and is subject to change based on experience, skills and qualifications

Lehigh University offers a comprehensive and family friendly benefits package which includes but is not limited to Health Care, Retirement and Educational benefits. Information can be found on our website athttps://hr.lehigh.edu/benefits

1. Supervision
   *Provide assignments and instruction to part time staff
   *Participates in position searches, interviews and recommendations regarding hiring of part time staff
   *Provides leadership in the direction/supervision of other staff members as well as interns and wage, work-study and/or volunteer personnel: provides work assignments and instructions, communicates performance expectations and checks work to ensure it is completed as required
   *Participates in professional mentoring of interns and other staff
   *Conducts program reviews and periodic progress assessments
   *Promotes diversity commitment in all supervisory responsibilities
   *Audits and reviews sales by staff to ensure accuracy and a high level of customer service
   *Hires, supervises, trains, schedules and assigns duties to part-time Ticket Services staff, including wage employees, graduate assistants, and academic interns
   *Develops policies and processes for ticket sales, customer service, resolving ticket problems and event re-seating issues
   *Ensures all staff is proficient and knowledgeable of event seating in general and event specific
   *Oversees staff to ensure compliance with Ticket Services and Athletics Department policies and procedures

2. Administration
   *Report on status of Athletics, Internal and External revenue accounts to ABS team. Responsible for preparation of all financial forms associated with any financial activity within ABS
   *Print and distribute (mail or will call) prepaid ticket orders
   *Point person for collection of data for daily ticket sales reports
   *Leads analysis of data from ticketing system
   *Participates in the planning, organization, execution and evaluation of ticket services programming
   *Maintain NCAA and League compliance requirements
   *Completes mandatory reports, attends meetings and responds to supervisory requests
   *Initiates designated areas of seating for season ticket, single event tickets, group sales, presale promotions, promotional and media uses, Artist or rental client holds and other types of holds
   *Monitors ticket sales to ensure seating areas of an event are sold evenly (dressing the house)
   *Creates events on the Paciolan computerized ticketing system
   *Interprets event production and pricing information from rental clients or Athletics staff to determine sightlines, price scaling and to design salable seating capacity for events
   *Reviews and coordinates event data, requirements and restrictions of the computerized ticket system with ticket system personnel

3. Management
   *Contributes to the annual planning of objectives, metrics and methodologies
   *Manages activities including problem identification, problem solving and problem avoidance
   *Engages in daily decision-making about the allocation of time, resources and talents to programming initiatives
   *Responsible for the direction, control and reconciliation of ticket sales for away game tickets for contests at other Universities. Submit statement of ticket sales and reconciliation. Direct remittance of sales revenue to other Universities
   *Mine customer lists for ticket upsells
   *Audits and coordinates group sales and other types of discount ticket sales
   *Fulfills ticket requests by and for rental clients, Artists, media and visiting teams
   *Manage ARMS Player-Guest tickets in accordance with NCAA and Lehigh policies
   *Provides analysis of sales data to assist in marketing and promotion of events to maximize sales
   *Prepares all deposits of rental fee income
   *Leads the creation, processing and tracking of tailgate registrations through the Ticket Services platform
   *CBY Background check process for Wage Staff (as necessary for ID Card)
   *Payroll paperwork and process Ticket Sellers
   *Order and redeposit cash change banks for events as needed
   *Verify deposits and reconcile indexes in Banner
   *Manage Athletics side of Paciolan contract
   *Managerial activities include extensive problem identification, problem solving and problem avoidance
   *Contributes to the strategic planning of annual objectives, metrics and methodologies of the ticket services function
   *Engages in daily decision-making about the allocation of time, resources and talents to programming initiatives
   *Provide leadership in the daily use of the Paciolan platform
   *Prepare programs for sale, reconcile program sales and deposit revenue

4. Leadership
   *Improving the use of technology, techniques, execution and productivity
   *Initiates changes/improvements to enhance efficiency and effectiveness
   *Identifies and evaluates initiatives aimed at improving current programming and/or staffing expertise
   *Leads and participates in situational decision-making to effectively mitigate issues, handle contingencies and resolve problems
   *Educate others regarding policies and enforce policies/procedures pertaining to ticket services programming
   *Promotes and reinforces departmental mission, vision, values and priorities within and beyond the departmental staff, including public audiences
   *Serves as point person for researching and implementing new technologies for the ticket services functional unit
   *Researches, evaluates and implements new/refined technologies, techniques and procedures to creatively improve execution, quality and/or results of programs/events

5. Advancement
   *Represents Ticket Services and the Athletics Department by the following: Selling tickets to customers in person, on phone and providing customer service through email and during events. Answers phone calls regarding events. Processing ticket orders. Fulfilling complimentary ticket requests for rental clients, student-athletes, recruits and coaches. Retrieving data from ticketing system to solve ticket issues for customers
   *Builds and maintains collaborative working relationships with vendors, services providers, clients, event staff and other contacts
   *Pursues professional development
   *Researches benchmark comparisons to comparable organizations and implements best practices
   *Participate on departmental committees
   *Participate on departmental, University committees and national organizations
   *Researches best industry practices to use technology to fullest extent within resources

6. Results
   *Achieve the educational, customer service and financial objectives defined by Athletics Department and University
   *Contributes substantially to the achievement of departmental objectives for the functional area of Ticket Services programming
   *Encourage personal growth and development of part time staff
   *Promote student athlete and staff recognition
   *Achieves the educational, competitive, service and financial objectives defined for the position
   *Contributes to the visibility and distinctiveness of the University and the Athletics department via programming achievements
   *Adapts methodologies and protocols to new or changing situations to achieve positive outcomes and results
   *Directs or participates in the development and implementation of modifications and enhancements to sustain and improve results

Special Considerations

Persons with disabilities who anticipate needing an accommodation for any part of the interview or hiring process may contact Lehigh's Accommodations Specialist at inada@lehigh.edu

The duties of the position do not allow for a remote work option; the employee in this position will be required to work on campus where they can be fully accessible to the Lehigh community

Qualifications

Bachelor's Degree in Event Management or Performing Arts

Three to five years of related work experience

Experience working Athletics events, concerts, exhibitions and family shows

Experience in customer service

Financial management including reconciling daily sales and cash management

Excellent written and verbal communication skills

Successful completion of standard background checks including but not limited to: social security verification, education verification, national criminal background checks, motor vehicle checks, PATCH, FBI fingerprinting, Child Abuse Clearance and credit history based upon the requirements of the position

Only complete applications will be considered therefore please complete the application in its entirety. Once the posting is removed from the website applications may no longer be allowed to be completed.