Box Office Operations Manager

Job Summary:Location: London/Manchester/Glasgow/Remote, UK (with travel)Division: Ticketmaster UKLine Manager: Head of Event DeliveryContract Terms: Permanent, 40 hours per weekTHE TEAMThe Support and Operations department includes the teams covering Account Management, Event Programming, Operations and Field Technology. These teams deliver world-class support to Ticketmaster UK’s clients, utilising several ticketing platforms and products.THE JOB The purpose of the role is to manage the operations for the Box Office function of the event delivery team, across Festivals, Stadiums, Tournaments and Special Events, maintaining best practice governance and oversight.The role will be client-facing, liaising with site production and venue managers, security, and internal clients as well as managing box office staff and Event delivery team members.WHAT YOU WILL BE DOING Manage and oversee the event schedule, onboarding events on the staff management platform, ensuring staffing levels meet requirements, and ensuring overall capacity for event delivery across operational teamsLine manage the seasonal Box Office Managers (BOMs), day-to-day scheduling, and routing including onsite ticketing escalations, fault finding, setting up the ticketing platforms for the team via internal teams and trainingManaging (remotely or onsite) Ticketing manifests on behalf of the lead cam at events as laid out by Field ops senior managementAssist in Nexus partner integrations with the Ticketmaster ticketing platform.Oversee the line management of box office assistant staff (circa 250 temporary staff)Manage the recruitment of new box office staff via the university pipeline, recommendations, current non-operational TM staff and former employees. Manage the box office operations team to ensure the team is aligned with the company and departmental objectivesLiaise with finance and HR teams to ensure all company policies are adhered to in relation to the management of box office staff pay, contracts, and subsistenceWork with the Training and Education team to deliver training to all Box Office staff and Internal staff working at eventsProvide in-depth reporting for staffing, logistics, ROI, efficiencies, and updates on the event delivery life-cycleLiaise with our Hire car suppliers, Accommodation suppliers and Staff management platform suppliers to ensure they are aligned with the department’s strategyManage the health and safety aspect of the event delivery life-cycleOversee and advise on the planning and preparation of the logistical requirements for box office staff such as accommodation and travelPlan and produce the strategy for Box office handbooksManage the financial reconciliation/reporting to determine the alignment of budgets set and to evaluate expenditureManage the Accreditation process and act as an escalation for any issues that may arise.Act as a conduit between Box office staff and Field operations staffAssist Ops teams where required to ensure optimal event delivery, including working onsite at key significant festivals as agreed such as category A eventsAttend relevant internal briefing meetings in planning and preparation for event delivery sign-off and go-aheadEnsure best practice adherence and raise queries where necessary, with escalation as requiredAd-hoc duties and responsibilities as reasonably required by the Head of Event DeliveryWHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)Experience in logistical coordinationExperience in ticketing and management of event ticketingExperience in managing staffExperience in Ticketmaster ticketing platforms (Host, PCI, TM1 Entry, Reports and Permissions)3rd party supplier management skillsEvent management experienceQuery and escalation managementGood written and verbal communicationAdherence to process and procedureGovernance and follow throughI.T. Literate - Windows Office Suite (Outlook, Excel, Word, PowerPoint)Salesforce experience preferableTools & Systems Workflow management toolCRM ToolsEvent Management CalendarScheduling & Forecasting toolMicrosoft Office 365Box / ConfluenceTM Internal (Workday, Concur)Performance Management Overtime tracking (internal & 3rd party)Logistical trackingFTE Health & Safety – Work Hour directiveCommunication Strategy (pre-briefs, briefs, de-briefs)Post Event ReportingYOU (BEHAVIOURAL SKILLS)Problem-solving and troubleshootingOrganisational and time management skillsAnalytical skillsPersuading and influencing skillsCustomer service skillsAttention to detailResilient and proactiveLIFE AT TICKETMASTERWe are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.Our work is guided by our values:Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a teamIntegrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we representBelonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thriveEQUAL OPPORTUNITIESWe are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business, we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's the talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.#LI-Hybrid#TM#LI-CG1