Manager Ticket Operations and Services

About the Team:

The Ticket Operations and Services team is dedicated to delivering top-tier customer care, ensuring every touchpoint in our sales and service processes enhances the fan experience. By leveraging product knowledge, we deliver Gold Glove service while driving ticket sales growth. Join us at a storied sports franchise where you'll thrive in an environment that values small teams for big impact, promotes work-life balance, and fosters a culture of inclusivity.

About the Role:

The Manager of Ticket Operations and Services will play a critical role in overseeing ticket technology and customer service with a go-to-market focus while contributing to the strategy, implementation, and evaluation of ticketing operations. This role is especially vital in launching and distributing new ticket offers, ensuring seamless sales processes and delivering exceptional customer service throughout the sales cycle. You’ll work closely with Ticket Strategy, Marketing, Partnerships, Community Relations, and others to enhance our customers' experience.  This role reports to the Vice President of Ticket Operations and Services and will be located in our beautiful ballpark at 24 Willie Mays Plaza in San Francisco. 

You’re Excited About This Opportunity Because…

·        You’ll oversee the implementation and optimization of ticket platforms, ensuring accurate efficient processing, and managing ticket inventory 

·        You’ll collaborate with cross-functional teams (strategy, sales, marketing) to support and execute ticket sales campaigns that align with our business goals 

·        You’ll provide top-notch customer service and resolve ticketing issues efficiently to enhance the fan experience

·        You’ll lead support staff, including customer service and box office teams coordinating the day-to-day operations, particularly during live events.

·        You’ll dig into the data and provide strategic recommendations on promotions, sales UI/UX, and pricing to optimize revenue and the fan experience 

·        You’ll maximize revenue by managing inventory allocations between primary and secondary markets to support a holistic ticket ecosystem

·        You’ll assist in troubleshooting any service issues that result from our direct to secondary distribution strategy

 Qualifications

·        Strong blend of operational expertise and strategic thinking, preferably in launching new products or sales platforms

·        Experience in ticketing platforms like ProVenue, Ticketmaster. MLB Ballpark app

·        Strong project management skills.

·        Excellent customer service skills

·        Outstanding communication skills

·        Ability to work in a fast paced and time sensitive environment  

·        Must be able to work non-traditional hours (nights and weekends) and at times in non-traditional settings

We’re Excited About You Because…

·        You are an authentic, inspiring and hands-on leader

·        You take pride in building highly productive, diverse and engaged teams

·        You have a bias towards action and have an inner drive and commitment to excel in the pursuit of business goals

·        You dare to take on ambitious goals, align on mutual accountability across teams, and make things happen

About the Giants

One of the oldest teams in Major League Baseball, the San Francisco Giants are dedicated to enriching our community through innovation and excellence on and off the field. This past decade, the organization has won three World Series Championships, made four playoff appearances and thrown four no-hitters.

Off the field, the Giants have become internationally-renowned as a host to entrepreneurial and premier entertainment events. Celebrating over 60 years in San Francisco, the organization is entrenched in the Bay Area community as the Giants work with corporate and non-profit partners to raise awareness, educate and generate interest in a variety of issues important to both their fans and the local community.  

We are truly unique; we are an organization committed to your growth, your learning, your development and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, innovation and teamwork and we want you and your ideas to thrive at the San Francisco Giants.

Our Commitment to Diversity and Inclusion

At the Giants, we strive to foster an inclusive work environment that encompasses the rich diversity of the San Francisco Bay Area, the place we call home. We welcome all people and are committed to creating an inclusive community built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunities to excel.

Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups strongly encouraged to apply. If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply.

At the Giants, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, religious creed, color, national origin, ancestry, medical condition or disability, genetic condition, marital status, domestic partnership status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status and any other protected class under federal, state or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability or special need, we would like to know how we can better accommodate you.