Overview: The Ticketing Manager is responsible for overseeing ticketing operations across PSQ Productions managed venues and events. This role ensures all ticketing systems are optimized for performance, guest experience, financial accuracy, and strategic revenue goals. The Ticketing Manager supports venue readiness, manages box office operations, and collaborates across departments to ensure ticketing strategy aligns with event success.
This role also oversees ticket promotions from concept to creation through to reporting, playing a key role in driving revenue through ticket sales. In addition, the Ticketing Manager manages event merchandise sales operations, parking system setup and reconciliation, and online customer service protocols to ensure a seamless guest experience.
Key Responsibilities: Note: This job description is not intended to contain a comprehensive listing of activities, duties, or responsibilities required. Additional tasks may be assigned.
Event & Box Office Operations - Manage daily and nightly box office operations, including ticket sales, will call, guest list check-ins, and scanning.
- Program, maintain, and QA event builds in ticketing systems (TicketSpice, TM, AXS, Etix, TIXR, etc).
- Ensure ADA compliance in seating maps, access controls, and support procedures.
- Coordinate seating chart creation, holds, credentialing, and reporting for concerts and special events.
- Maintain accountability for ticket inventory management, re-pricing, comp tracking, and discount usage.
Promotions & Revenue Strategy - Lead the full lifecycle of all ticketing promotions, from idea generation and setup to testing, launch, and reporting.
- Partner with marketing to create urgency-driven campaigns (e.g., presales, flash sales, price breaks, timed upsells).
- Track campaign performance and use data to refine strategies for future revenue optimization.
- Develop tiered pricing, bundled offers, and value-add products to increase conversion rates.
- Ensure promotional strategies are aligned with audience segments and event timelines.
Systems & Merchandise Oversight - Maintain and troubleshoot ticketing and POS software/hardware (including scanners, iPads, receipt printers).
- Ensure systems are optimized for fast, user-friendly guest interactions online and onsite.
- Coordinate with IT/ops teams for updates, testing, and integration across platforms (CRM, email, marketing).
- Oversee parking pass sales systems and on-site access processes, ensuring efficient operations and accurate reconciliation.
- Manage onsite and online event merchandise point-of-sale setup, staffing coordination, inventory tracking, and financial reconciliation.
- Serve as system admin for Ticketing and other system platforms ie Merchandise & Parking, training users and overseeing access.
Reporting, Sales Data & Financials - Generate daily sales reports, dashboards, and post-event settlement packets.
- Analyze ticket sales to spot trends, identify weak points, and guide price strategy or marketing pivots.
- Collaborate with finance and marketing to build accurate forecasts and track KPIs across event cycles.
- Monitor real-time ticket performance and support quick decision-making with event leads.
Team Leadership & Training - Recruit, train, schedule, and lead box office staff and event cashiers.
- Ensure team follows protocols for ticketing accuracy, cash handling, scanning, and guest relations.
- Conduct pre-event briefings and post-event debriefs to address operational gaps and performance.
Customer Service Oversight - Serve as escalation point for ticketing-related guest complaints and chargebacks.
- Oversee online customer service support: respond to ticket inquiries, refunds, ADA requests, and access issues across email, chat, and social media.
- Develop and manage support workflows to address guest concerns efficiently pre-, during, and post-event.
- Ensure timely and thorough follow-up on all guest service tickets related to ticketing platforms.
- Monitor and document all policies for refunds, exchanges, holds, and vendor ticket programs.
Compliance & Controls - Ensure compliance with state and federal ticketing laws and data privacy standards.
- Manage documentation for merchant processing (chargebacks, deposits, tax compliance).
- Develop and enforce SOPs for ticketing, parking and merchandise workflows, customer service protocols, and comp approvals.
Qualifications - 3-5+ years in a ticketing or box office role, with supervisory experience preferred.
- Proven experience with at least 2 major ticketing platforms.
- Proficient with Microsoft, Excel, Asana, and Slack.
- Strong knowledge of live event operations, guest experience, and financial processes.
- Ability to work flexible hours including weekends, holidays, and late nights as needed.
- Detail-oriented with excellent communication and customer service skills.
- Strong organizational skills with the ability to manage multiple projects under pressure.
Preferred Experience - Experience building reserved seating maps.
- Experience managing high-volume ticketing for festivals or concerts.
- Understanding of revenue sharing and settlement processes.
- Experience overseeing or managing VIP/Premium ticketing programs.
Pay Range $68,640 - $75,000 per year