TITLE: Ticketing Director

LOCATION: Columbus, OH or Nashville, TN

REPORTS TO: Vice President, Talent Buying & Ticketing

ABOUT THE ROLE

Our young, exciting entertainment company is expanding quickly and looking for an experienced, passionate, hardworking individual to lead our ticketing department. We believe in hiring the candidate, rather than just the position. That means we want to bring on people who we see growing with the company. We want to invest in our team members as much as they invest in us and allow them the opportunity to pursue the areas in which they excel.

The Breakaway Ticketing Director will report to our Vice President, Talent Buying & Ticketing, leading the ticketing customer service department across our expanding festival portfolio and other concert related events.

RESPONSIBILITIES

Ticketing Operations, Strategy, and Reporting:

• Oversee the ticketing department for Breakaway festivals and lead day-to-day ticketing operations for events.
• Ensure Breakaway ticket links display accurate and current information for ticket purchasing.
• Communicate festival details, ticket price, and quantities to Ticketing Manager with enough lead time to build events in Universe (or similar ticketing system).
• Review and approve all events before go-live, ensuring a smooth and seamless ticket purchasing experience.
• Coordinate pre-sale, on-sale, and price increase campaigns, ensuring successful execution.
• Collaborate weekly with finance to develop pricing strategies for events, leveraging historical data and consumer trends.
• Work with internal team members and external partners to ensure all ticketing needs are addressed (i.e. correct sponsors listed on ticketing page, correct graphics/branding, any marketing or promotion initiatives, etc.).
• Utilize past ticket data and reporting to generate weekly event projections and communicate sales trends and analytics to the leadership team for operational planning and budgeting.
• Standardize “show finals” reporting procedures for key ticketing metrics (i.e. total paid, drop count, gross revenue, demographic info, etc.).
• Present weekly ticketing reports/trends per show during team meetings.

Box Office Management:

• Plan and supervise Box Office operations, including sales, will-call, scanning & access control, and cash reconciliation.
• Manage hiring, training, and supervision of Box Office personnel.
• Ensure adherence to company policies and excellent customer service standards.
• Safeguard credentials and cash during events, maintaining security protocols.
• Provide first class customer service for fans who need help at the Box Office, troubleshooting ticketing issues in a kind and professional manner.

Customer Service & Communication:

• Oversee Ticketing Manager’s answering of inbound emails from fans and customers, delivering excellent customer service.
• Coordinate with Marketing and Social Media teams for swift, transparent, and consistent communication across platforms.
• Distribute incoming messages to relevant departments as needed, addressing inquiries and submissions promptly (i.e. vendor inquiries, talent submissions, event feedback, etc.).
• Accounting & Financial Oversight:
• Ensure accuracy in ticketing advances and deposits according to contract terms.
• Assist finance and accounting teams in understanding advance reports and final settlements.
• Provide timely evidence for disputes to mitigate fraud and chargebacks.

The duties and responsibilities described in this job description may not be a

comprehensive list. Additional tasks may be assigned to the employee from time to time

and/or the scope of the job may change as necessitated by business demands.

REQUIREMENTS

• 5-7 years of related ticketing operations experience within the live entertainment industry.
• Prior experience with ticketing systems and software (i.e. Universe, Front Gate, FEVO, TIXR).
• Ability to interpret ticketing reports in order to support finance with show and festival reconciliation and settlements.
• Exposure to managing, training, and developing full and part-time staff.
• Must be able to work flexible schedule including weekends, nights, and some holidays.
• Ability and willingness to travel for festivals and some concert events.
• Proficient skills in Microsoft Excel and Google Sheets.
• Strong organizational and time-management skills.
• Detail oriented with extreme attention to deadlines.
• Ability to prioritize between multiple projects and pivot focus.
• Self-motivation and growth oriented.
• Possess an entrepreneurial spirit!
• Project a positive, kind, can-do attitude.
• Strong interpersonal and communication skills, including the ability to collaborate and take direction in support of the company’s goals.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Event Management, Arts Management or Operations.
• Experience with Asana and OnePlan Software.