Tickets.com, an MLB company, delivers innovative, cutting-edge technologies to enable frictionless and unforgettable fan experiences in venues across the globe. Together with MLB, Tickets.com is changing the landscape of the live sports and entertainment industry, delivering new digital venue and ticketing experiences to millions of fans. Our Technology team builds platforms and products that provide a new smart ticketing solution and venue experience. Using cutting-edge technology, our platform and applications are consumed by fans, stadiums, and MLB teams.
We are assembling a world-class team to build on these experiences and to scale platforms and products that anticipate emerging opportunities, including dynamic pricing and offers and digital, contactless ticketing. Our mission is to provide premium, innovative live experiences for our clients and their patrons.
Tickets.com is looking for a Manager, Client Services passionate about building engaging products for our fans.
The Opportunity: As a Manager, Client Services, you will be an integral part of a cross-functional support team comprising members from both Tickets.com and Major League Baseball (MLB). You will lead the modernization and optimization of our ProVenue suite of products used in box offices across the globe. To achieve this, you will collaborate closely with third-party integrators, major and minor league clubs, Tickets.com non-baseball clients, internal business stakeholders, and our product development teams. You will help increase the reach and revenue of our clients while managing support representatives and delivering an outstanding experience for clients using our ticketing ecosystem and venue applications!
Essential Job Functions:
- Manage and develop Client Service Representatives, providing guidance, support, and training to foster team growth and success.
- Client Relations: Act as a direct liaison between Tickets.com and our clients, including MiLB, MLB for MiLB, and other key stakeholders. Ensure smooth communication and swift resolution of client issues.
- Collaborate with the Director of Client Services and other department managers to create and enforce best practices across the organization. Participate in shaping new policies and procedures for optimal service delivery.
- Handle escalated client issues effectively and efficiently, working with cross-functional teams to address and resolve complex problems.
- Stay updated on new product features and work with product management to roll out enhancements to clients, ensuring their needs are met and exceeded.
- Support regional sales efforts by coordinating resources and providing top-tier client service to drive success.
Requirements:
- A Bachelor’s degree
- 5+ years of ticketing industry experience or high-volume box office experience, including 2+ years of supervisory experience.
- The ability to inspire and direct a team to meet and exceed goals, with a focus on fostering a collaborative and positive work environment.
- Excellent verbal and written communication skills, with the ability to provide clear guidance and constructive feedback.
- Strong organizational skills and the ability to handle multiple priorities with changing deadlines.
- A quick learner who can adapt to new technologies as required, with proficiency in MS Office Suite and familiarity with ProVenue ticketing system a plus.
- A service-oriented mindset, with exceptional interpersonal skills and a focus on building strong, lasting relationships with clients.
- Willingness to work evenings and weekends as needed to support the business.
Salary Range is $75-84K
We offer an Outstanding Benefits Package that includes:
- Medical
- Dental
- Vision
- STD & LTD
- 401K Retirement Plan
- Basic Life & AD&D
- Supplemental Life Insurance
- Paid Time Off (PTO, STO, Holidays including Year-End Holiday Break)
- HSA & FSA
- Pet Insurance
- Tuition Reimbursement
- MLB Tickets
Tickets.com is an Equal Opportunity Employer. Please click here to view our CCPA.
