Ticketing Director

JOB DESCRIPTION – Ticketing Director

Location:

Aspen, CO

Terms:

Full-time, Salary

Benefits:
Ski Pass, Insurance after 3 months' time

Opening in 2005, Belly Up Aspen is a Concert Promoter that operates a 450-capacity music venue and two outdoor music festivals in Aspen, CO. Belly Up Aspen has hosted artists ranging from Jimmy Buffett and LCD Sound system to Chain smokers and Lil’ Wayne. Check out our website, , to get a further sense of the music we book and who we are.

This role will oversee the entirety of the Belly Up Aspen Ticketing and Guest Relations Departments, in tandem with the Belly Up Aspen General Manager. The scope of work includes all Belly Up Aspen club shows, Palm Tree Music Festival, Up in The Sky Festival, Am7 Membership pre-sales, and additional events and programs on an as-needed basis. Operations and tasks this position directs include (but are not limited to) event builds, inventory management, and Box Office & Guest Relations oversight.

You will also be investigating fraud trends and attacks as well as responding to chargebacks while shaping the overall fraud approach to maintain financial goals and revenue recovery across the business. Organization-wide coordination and external partnership management will be involved to make sure all are aligned on fraud goals and processes. You will need to stay up to date on trends in the industry and card brand regulations to effectively mitigate fraud and fight and win chargeback disputes.

Must be willing to relocate to Aspen/Roaring Fork Valley.

• Build Shows on our Ticketing Platform, ensuring that all pricing, fees, billing, capacities, and marketing materials are in line with what has been provided by Artist Representatives and internal communications
• Manage all ticket inventories throughout the lifespan of the show. This includes public facing tickets, as well as internal-purchase and comp requests from Ownership, industry associates, artists, and the Am7 Membership Team.
• Work with Sales Team on table sales, table inventory, and table seating charts.
• Communicate with Artist Representatives to establish Announce and On-sale timelines, including communication with third parties overseeing Artist pre-sales.
• Provide Ticket Counts for Artist Representatives upon request.
• Send specific customers private purchase links as instructed by Venue Management including waitlisted customers.
• Set all on-platform (Artist and/or Belly Up) presale parameters, including pre-sale, fan club, and VIP timelines, passwords, capacities, and ticket type access.
• Other items related to box office ticketing operations such as ordering ticket supplies etc.
• Work with Am7 Membership Team to coordinate Am7 pre-sales and accommodate specific Am7 Member requests.
• Work in tandem with the General Manager to oversee the entirety of the Ticketing, Box Office, and Guest Relations departments. This includes hiring, staffing, and ensuring team morale and standard operating procedures are supported, understood, and followed by hourly box office and guest relations employees.
• Work directly with the Marketing Team to ensure that all announcement and on-sale schedules are mutually understood and appropriately synced across all platforms.
• Serve as the main day-to-day contact for all things fraud and chargeback related to finance, box office, customer service, and external partners.
• Review/create operational procedures, SLAs, KPIs, and make necessary changes to improve effectiveness and reduce fraud and chargeback losses using internal tools and external partners.
• Coordinate with internal platform tech team and external 3rd party fraud prevention vendors to make sure tools are acting accordingly and performing to company SLA and KPIs
• Respond to incoming chargebacks in the payment processor to recover revenue.
• Monitoring the payment system and making sure approval rates, chargeback rates, and refund rates are all in line with regulatory compliance and business expectations.

• Bachelor's degree or equivalent work experience required.
• 3+ years’ work experience in ticketing and a relevant fraud investigation/detection environment.
• St…