Manager of Ticketing Operations

Manager of Ticketing Operations

Denver Botanic Gardens is currently seeking a Full Time Manager of Ticketing Operations in our Membership Department! Read below to see if the requirements might be a good fit for you:

Position Summary

The Ticketing Operations Manager is responsible for the configuration and maintenance of the institutions' Point of Sale (POS) and membership database system. This position will manage data integrity, generate reports, and provide teams with insights on how to optimize processes with the goal of improving donor/member engagement and retention, increasing class registrations and increasing general ticket purchases. The Ticketing Operations Manager will serve as a source of system knowledge and will facilitate training for staff when appropriate.

This position will work with all necessary departments to ensure integrations with other systems are functional. It will translate user needs into system processes. It will also manage the Ticketing Operations Coordinator position(s). The role is responsible for supervisory duties in the absence of the Membership and Visitor Services Managers.

General Duties and Responsibilities

• Manages the point-of-sale and membership database program.
• Maintains accuracy, security, and the highest, consistent standards for all membership, visitor, donor, and event data in the database.
• Acts as the primary contact for the database system, troubleshooting issues and managing system and event configurations.
• Creates and manages the reporting systems including recurring reports, one-off reports and dashboards.
• Generates segmented lists for targeted campaigns.
• Develops and maintains email templates and procedures for guest communications.
• Leads and attends meetings to identify and better serve users' needs.
• Trains staff on database use and works cross-departmentally to optimize system usage.
• Works with departments regarding configuring programs and offerings into the system.
• Works with the CRM (Salesforce) Administrator to ensure system integrations are functional.
• Maintains a functional development version of the POS system to be used for training.
• Creates, documents, implements, and streamlines system processes and workflows.
• Identifies issues and deficiencies with policies and procedures specific to point-of-sale and membership database program and provide solutions/suggestions to management.
• Manages the Ticketing Operations Coordinators.
• Seeks to innovate and improve the point-of-sale (POS) and membership database systems.
• Strives to positively impact guest experience by improving guest and staff interaction with the Point of Sale (POS) and membership database systems.
• Promotes a positive image of Denver Botanic Gardens and Visitor Services staff through excellent customer service.
• Maintains regular admissions hours, as well as operates during special events, including evenings and weekends as necessary.
• Provides updates to management regarding status of assigned projects.
• Acts as a positive role model.
• Works with all departments to ensure the highest quality experience for all Denver Botanic Gardens visitors throughout the Gardens.
• Assists in hiring, training and evaluating Membership and Visitor Services staff.
• Ensures compliance of all Denver Botanic Gardens and Operating Policies and Procedures.
• Sets, communicates and ensures compliance with policies for reports, customer service, cash handling, refunds, and admissions opening and closing.
• Regular attendance at the worksite may be required. As with all positions at Denver Botanic Gardens, the incumbent must be in good performance standing to be eligible for remote work. Remote work is at the discretion of management at all times.
• All Gardens employees must be committed to the mission of connecting people with plants, especially plants from the Rocky Mountain region and similar regions around the world, providing delight and enlightenment to everyone.

Position

Qualifications:

Knowledge,

Skills and Abilities

• Ability to troubleshoot and correct issues as they arise.
• Must be flexible, willing and able to adapt as policies and procedures change.
• Must be detail oriented and flexible.
• Must possess exceptional…