Ticket Manager

Founded in 1917, Providence College (PC) is a premier Catholic liberal arts institution steadfastly committed to academic excellence through a dynamic core curriculum, a distinctive Development of Western Civilization Program, and abundant experiential learning opportunities. The only U.S. higher education institution administered by the Dominican Friars, PC is committed to providing a variety of opportunities for intellectual, social, moral, and spiritual growth in a supportive environment. Providence College believes that cultural and intellectual pluralism is essential to the excellence of its academic programs, and strives to foster an academic culture and campus community reflecting the global environment in which we live and work.

The approximately 105-acre campus is situated in Rhode Island’s capital city and is close to the many cultural and educational offerings of Rhode Island’s “renaissance city.” Additionally, Providence is located an hour from Boston and just a few hours from New York City.

For years, Providence College has been recognized in the U.S. News & World Report “Regional Universities – North Category” and has been commended by several other ranking publications.

Posting Details

Position Information

Position Title
Ticket Manager

Overview

Provide administrative oversight of all athletic ticket operations, including season, partial and single game orders, allocations and delivery, ticket design, customer service, post-season planning and implementation, coordination of away games and tournaments, daily accounting and participation in yearly College audits.

Essential Duties:

1. Manage the day-to-day operations of the Ticket Operations staff to ensure enforcement and application of customer service procedures and protocols. Under the direction of the Assistant Athletic Director, establish customer service guidelines for the office to follow and put into practice. Ensure that the office is providing the highest level of service to its customers, students, alumni, donors, faculty/staff, and partners. Establish guidelines for responding to all customer inquiries through all communication channels.
2. Serve as the point-person for all ticketing software system updates, maintenance, and engineering. Ensure that systems are functioning properly and set up in an efficient manner that is easy to navigate and process sales and transactions for ticket office staff and outbound sales team.
3. Provide operational support and assistance to the outbound ticket sales team, aiding in the operation of our CRM platform and Paciolan setup needs. Ensure sales pipelines are set up correctly, and coordinate with vendor/sales team to ensure consistent naming conventions and timely set up. Use system and custom reports to identify areas of opportunity and areas in need of additional resources.
4. Serve as gameday and on-site manager for ticket operations and sales for men’s hockey games at Schneider Arena. Represent the College and the department at events and contests where Providence College Hockey is not playing at our home venue or where Providence is acting as a host venue/institution, such as pre-season and non-conference tournaments as both a participant and a host venue, NCAA Championships, and regular season away contests, as needed. Ensure that the College as well as NCAA policies are carried out and enforced efficiently.
5. Assist in the creation, scheduling, and planning of marketing sales emails with the marketing staff. Utilize email marketing to increase sales and attendance for all three ticketed Providence College sports. Build customer segments to target messaging at the appropriate customers. Maintain a full email calendar balancing a mix of sales and informational campaigns while utilizing proper segmenting to limit customer opt-outs. Communicate important event logistics information to fans, including mobile ticket downloads, parking, game event updates, and weather alerts. Develop and run surveying program to engage post-event satisfaction scores.
6. Maintain the layout, setup, and interface of the College’s ticket ecommerce website on friars.com. Ensure that the ecommerce site is functioning properly and set up in a manner that is efficient and easy to navigate for customers. Keep the site up to date with all relevant ticket and event information, product offerings, and inventory availability.
   
   

Marginal Duties:

1. Perform all other duties as may be required.

Education and Experience Required

• Bachelor’s degree from an accredited institution required.
• Two to three years’ experience working in a college or professional athletic ticket operation or an equivalent combination of education and experience.
• Responsible for compliance with all NCAA rules and regulations.
• Strong customer service skills.
• Good interpersonal skills.
• Good communication and organizational skills.
• Experience with Paciolan platforms and CRM systems.
• Knowledge of segmentation best practices.
• Basic HTML knowledge.
• Experience with basic graphics programs.
• Proficiency with Microsoft Office or similar programs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting in a normal seated position for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction
• Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to move about

Employee Status
Full Time

Salary Grade
19 (Min. $48,958/Mid. $63,646/Max. $78,334)

Salary Information

Union Status
Non-Union

Shift:

If other, please enter regular schedule.

EEO Statement

Providence College does not discriminate against any person because of race, color, national and ethnic origin, sex, gender, except where gender is a bona fide occupational qualification, sexual orientation, gender identity, religion, disability, age, veteran status, or genetic information. The College will develop, and from time to time update, an affirmative action program and will insist on a good-faith effort on the part of its employees to comply with the program. The College will request and expect its agents and those with whom it conducts its affairs to meet the commitment of this important program.

Posting Detail Information

Requisition Number
AS753P

Closing Date

Open Until Filled
Yes

Special Instructions to Applicants

Supplemental Questions

Required fields are indicated with an asterisk (*).

Documents Needed To Apply
Required Documents

1. Resume
2. Cover Letter
3. Diversity Statement

Optional Documents

1. Optional Document