Manager Ticketing Services

The Ohio State University; Columbus (OH); On-site; USD 60,000 - 85,000; Full time

Job summary

The Ohio State University in Columbus, OH seeks a Manager, Ticketing Services to support customer service and ticket operations for Athletics. You will assist ticket holders via phone, email, live chat, and in-person, ensuring a high-quality fan experience while guiding ticket fulfillment, exchanges, and accessibility accommodations.

Lead event programming, inventory management, and reporting with cross-functional teams to achieve department goals. Background checks may apply.

Qualifications

• Bachelor's degree or equivalent experience.
• 0 years of relevant experience required; 0-2 years preferred.
• Location: Schottenstein Center (0081) in Columbus, OH.

Responsibilities

• Provide exceptional customer service across phone, email, live chat, and in-person interactions.
• Assist with ticket fulfillment, exchanges, and accessibility accommodations.
• Collaborate with Athletics Digital team to update ticketing webpages and online information.
• Oversee ticket operations for assigned events, including programming, inventory, reporting, and fulfillment.

Education

Bachelor's degree or equivalent experience

Job description

Job Title:Manager Ticketing ServicesDepartment:Athletics | Ticket Office

Job Description

The Manager, Ticketing Services supports customer service and ticket operations for Ohio State Athletics by assisting ticket holders, managing assigned event responsibilities, and contributing to the delivery of a high-quality fan experience. This position serves as a primary resource for ticket holders and constituents, providing service through phone, email, live chat, and in-person interactions while fostering a positive and customer-focused experience. Assists with the implementation and maintenance of customer service standards, communication strategies, and operational procedures designed to enhance the fan experience and support department goals. Responsibilities include resolving customer issues, coordinating account maintenance and ticket fulfillment activities, facilitating ticket exchanges and accessibility accommodations, and ensuring accurate and timely communication across all customer touchpoints. Monitors customer interactions, service metrics, and feedback trends to identify opportunities for continuous improvement and operational efficiency. Maintains automated phone and chat messaging systems, customer service knowledge resources, and related content to support accurate and consistent service delivery. Collaborates with the Athletics Digital team to maintain and update ticketing-related webpages and online customer information.

The Manager oversees ticket operations for assigned events, including event programming, invoicing, inventory management, allocation, distribution, reporting, reconciliation, and fulfillment. This role collaborates closely with sales, marketing, development, business operations, and event management staff to ensure successful event execution and achievement of departmental objectives. Additionally, this position supports customer service and operational functions at home football games, concerts, and special events at Ohio Stadium and other Athletics venues; provides leadership and guidance to student employees; and assists the ticket office management team with operational initiatives, process improvements, and special projects.

Ohio State Athletics fosters a fast-paced, collaborative, and innovative environment where continuous improvement, adaptability, and exceptional customer service are highly valued.

Minimum Required Qualifications

Bachelor's degree or equivalent experience. 0 years of relevant experience required. 0-2 years of relevant experience preferred.

Function: Athletics

Sub-Function: Athletic Ticketing Operations

Career Band: Specialized

Career Level: S1

Additional Information:Location:Schottenstein Center (0081)Position Type:RegularScheduled Hours:40Shift:Varying Shifts

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.