Ticketing Manager

Bernard Nickels & Associates; United States; Remote; USD 34,000 - 55,000; Full time

Job summary

Bernard Nickels & Associates is seeking a Ticket Administration Contractor for a remote, 3-month contract with potential extensions and possible permanent conversion. The role requires availability to work evenings and weekends based on event schedules.

Responsibilities include inbox management, ticketing system operations, reconciliation support, and cross-functional coordination to ensure timely and accurate ticketing services for internal and external stakeholders.

Qualifications

• Minimum of 5 years of experience in an operations or customer service environment.
• Hospitality experience is strongly preferred, with exposure to events at stadium or golf venues.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Teams) and AI tools/workflows.
• Strong written and verbal communication, adaptability, active listening, and critical thinking abilities.

Responsibilities

• Manage the shared ticketing inbox by categorizing inquiries, responding to general questions, and troubleshooting ticketing system issues.
• Escalate critical or time-sensitive communications to Ticket Admins, Supervisors, or Managers as appropriate.
• Ensure timely responses for urgent requests, particularly within 48 hours of an event date.
• Maintain mailbox ownership to ensure functionality and continuity of service.
• Monitor the ticketing system for new orders and process requests according to approval protocols, including payment communications for personal purchases.
• Input, manage, and maintain ticket inventory for assigned markets and portfolios aligned with seasonal event volume.
• Coordinate ticket distribution and related event components, including parking and catering.
• Prepare reconciliation documentation, including Excel reports with multi-level accounting/WBS code breakdowns.
• Communicate submission-period updates to Finance teams and escalate issues as needed.

Skills

Communication skills

Adaptability

Active listening

Critical thinking

Tools

Microsoft Office

Excel

Word

PowerPoint

Teams

AI tools/workflows

Job description

• Position: Ticket Administration Contractor
• Location: Remote
• Duration: 3 month Contract with likely extensions and possibility of perm conversion
• Schedule Flexibility: Availability to work evenings and weekends based on event schedules

Role Summary

The Ticket Administration Contractor provides operational, administrative, and project support for ticket portfolio management. This role is responsible for inbox management, ticketing system operations, reconciliation support, communications, and cross-functional coordination to ensure timely and accurate ticketing services for internal and external stakeholders.

Key Responsibilities

Ticketing Operations & Inbox Management

• Manage the shared ticketing inbox by categorizing inquiries, responding to general questions, and troubleshooting ticketing system issues.
• Escalate critical or time-sensitive communications to Ticket Admins, Supervisors, or Managers as appropriate.
• Ensure timely responses for urgent requests, particularly those within 48 hours of an event date.
• Maintain mailbox ownership to ensure functionality and continuity of service.

Ticketing System Administration

• Monitor the ticketing system for new orders and process requests according to approval protocols, including payment communications for personal purchases.
• Support admins and end-users by resolving system issues using proxy or administrative access.
• Input, manage, and maintain ticket inventory for assigned markets and portfolios aligned with seasonal event volume.
• Coordinate ticket distribution and related event components, including parking and catering, as required.
• Support reconciliation processes for season tickets, VIP purchases, and personal purchases, including reporting missing credit card charges.
• Monitor priority financial communications regarding payment delays or charge discrepancies across assigned portfolios.
• Communicate submission-period updates to Finance teams and escalates issues as needed.
• Prepare reconciliation documentation, including Excel reports with multi-level accounting/WBS code breakdowns.
• Manage workload priorities to ensure all reporting deadlines are met.

Communications, Documentation & Projects

• Support operational projects using Microsoft Excel, Word, PowerPoint, and Teams.
• Create and review outgoing communications to ensure quality and formatting standards are maintained.
• Maintain shared team documentation and portfolio folders to keep materials current and accessible.
• Guide requesters on proper completion of post-event survey communications.

Coverage & Operational Continuity

• Provide portfolio coverage during peer PTO or leaves of absence.
• Send weekly operational communications and reconciliation notices.
• Coordinate personal payment processing and handle last-minute ticket purchases.
• Manage ticketing inventory updates and marketplace postings.

Feedback, Issue Resolution & Leadership Support

• Collect and summarize user feedback while troubleshooting application issues.
• Support project planning, execution, and risk mitigation.
• Provide regular project status updates to key stakeholders.
• Perform ad hoc operational duties as business needs require.

Qualifications

• Experience: Minimum of 5 years of experience in an operations or customer service environment.
• Industry Focus: Hospitality experience is strongly preferred, alongside exposure to sponsored events at stadium or golf venues.
• Technical Skills: Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Teams) and AI tools/workflows.
• Core Competencies: Strong written and verbal communication, adaptability, active listening, and critical thinking abilities.