For nearly six decades Herschend Enterprises, a family of companies focused on family entertainment has operated with the purpose to bring families closer together by Creating Memories Worth Repeating®, and today is considered the largest family-owned themed attractions corporation.
More than 10,000 employees work daily to create wholesome, immersive entertainment experiences with soul and depth. Experiences for every generation of the family. Sometimes thrilling. Sometimes lighthearted. Always distinctive. Our award-winning theme parks, entertainment and attractions aim to inspire happiness and family bonding.
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Herschend Family Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Herschend Enterprises is seeking a highly skilled and experienced Director of Ticketing Operations to oversee the ticketing operations for our portfolio of location-based entertainment experiences. As the Director of Ticketing Operations, you will be responsible for overseeing the development, implementation, and maintenance of ticketing systems, as well as managing and executing strategic projects related to ticketing operations. This role requires a strong blend of technical expertise, project management skills, and a deep understanding of the ticketing industry.
Primary Responsibilities:
- Ticketing Systems Management:
- Lead the selection, implementation, and integration of ticketing systems to meet the organization's current and future needs.
- Ensure the smooth functioning, reliability, and optimization of ticketing systems, including ticketing platforms, access control systems, and related technologies.
- Collaborate with IT teams, vendors, and stakeholders to resolve technical issues, implement system updates, and maintain data integrity.
- Project Planning and Execution:
- Develop and execute strategic projects related to ticketing operations, such as system upgrades, process improvements, and customer experience enhancements.
- Create project plans, timelines, and budgets, ensuring projects are delivered on schedule and within budgetary constraints.
- Lead cross-functional project teams, providing clear direction, allocating resources, and monitoring progress to achieve project objectives.
- Ticketing Operations Management:
- Oversee and manage ticketing operations across multiple locations, ensuring smooth day-to-day operations, ticket availability, and pricing optimization.
- Monitor ticket sales, scanning, and other relevant metrics to identify trends, forecast demand, and make data-driven decisions.
- Implement best practices and standard operating procedures for ticketing operations to ensure consistency and efficiency.
- Collaborate with marketing and operations teams to develop ticketing packages, promotions, and upselling opportunities.
- Stakeholder Management:
- Engage and collaborate with internal stakeholders, including senior management, department heads, and end-users, to understand business requirements and align project goals with organizational objectives.
- Work in tandem with critical revenue systems leads from eCommerce, sales audit, and AppDev in the delivery of enterprise and property business objectives.
- Foster strong relationships with external stakeholders, such as ticketing vendors, partners, and industry associations, to stay informed about industry trends and leverage partnerships for project success.
- Team Leadership and Development:
- Lead and manage a team of ticketing professionals, fostering a collaborative and high-performance culture.
- Provide guidance, mentorship, and professional development opportunities to team members, promoting continuous learning and growth.
- Foster effective communication, collaboration, and knowledge sharing within the team and across departments.
Required Skills
- Strong project management skills, with a track record of successfully leading and delivering complex projects on time and within budget.
- In-depth knowledge of ticketing systems and platforms, including ticketing software, access control systems, and related technologies.
- Proficiency in data analysis and reporting, with the ability to translate data into actionable insights and recommendations.
- Excellent leadership and team management abilities, with a proven track record of building and developing high-performing teams.
- Strong interpersonal and communication skills, with the ability to effectively engage with stakeholders at all levels.
- Detail-oriented mindset with a focus on delivering quality outcomes and ensuring data accuracy.
- Ability to adapt to changing priorities, work under pressure, and manage multiple projects simultaneously.
Required Experience
- Bachelor's degree in Business Administration, Computer Science, or a related field.
- 10+ years proven experience in ticketing systems management, preferably within the entertainment, sports, or hospitality industry.
