Ticketing Manager

Job Description

Job Description

ABOUT THE BJCC

For over 50 years, the Birmingham-Jefferson Convention Complex (BJCC) has served as a premier entertainment destination attracting a broad array of events across a diverse collection of venues. Centrally located in the heart of Birmingham, Alabama’s Uptown Entertainment District, the BJCC campus includes Legacy Arena at the BJCC, Protective Stadium, BJCC Concert Hall, over 220,000 square feet of meeting & exhibition space, and City Walk BHAM, a 31-acre public outdoor space with a dog park, pickleball courts, skate park and much more. For more information visit

Summary/Objective
The Ticketing Manager works directly with the Director of Ticketing to support daily ticketing operations for events at BJCC facilities, including but not limited to Legacy Arena, Protective Stadium, BJCC Concert Hall, Theatre, and Exhibit Halls.

Primary responsibilities include providing venue-specific information to promoters, handling event submissions and event financials, overseeing ongoing event administration, managing box office operations, supervising staff, and handling day-of-show production. Product specialization will include Host, Archtics, TM1, Entry, and Account Manager.

Essential Duties/Responsibilities

Demonstrates understanding and full performance ability in each of the following:

• Prepare all ticket builds and event set-ups within the electronic ticketing system for new events accurately and in a timely manner, and with attention to detail.
• Proof-read and send audits for approval with event promoters and organizers prior to events going on sale.
• Maintain events throughout the sales cycle, including management of holds, price changes, and offer creation as requested.
• Prepare ticket sales reports and customer lists as requested.
• Provide initial venue-specific information to promoters, such as venue specs and scaling recommendations.
• Manage day-of-show box office support for venue, promoter, and customers with night of show settlement and reporting as required.
• Serve as manager on duty for assigned events and shows.
• Handle complaints, solve ticket problems, and provide customer service to patrons in a fair, professional, and courteous manner.
• Oversee all cash handling procedures, prepare deposits, order cash advances as needed, and act as the first point of contact for all financial reconciliation for the ticket office.
• Oversee the hiring and training of part-time ticketing staff
• Manage weekly payroll for part-time ticketing staff.
• Promote positive box office morale and conflict resolution.
• Develop, train, and deliver an exceptional guest services program for the box office and ticket sellers.
• Maintain, monitor, and guide ongoing ticket seller training.
• Responsible for all staff communications, including but not limited to policies and procedures, event announcements, and event-specific details.
• Performs other duties as required.

Work Environment
This position may have a moderate to extensive stress level associated with dealing with crowds of public visitors. The environment is mainly indoors, however position may be required to work outdoors and exposed to the elements (heat, rain, etc.).

Physical Demands

Duties require extended periods of sitting and/or standing. Moderate amounts of physical effort such as walking, standing, climbing, bending, stooping, squatting, and kneeling. Requires walking between venues for extended periods of time during events. Ability to lift up to 30lbs with or without assistance, while maintaining good balance. Must be flexible enough to reach above shoulder level and be able to push and pull for brief periods of time. Visual acuity, speech recognition, and speech clarity.

Position Type/Expected Hours of Work
This is a full-time position; hours of work must be flexible and varied to meet the demands of the events of the facility. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed to meet the event demands.

Required Education and Experience

• Minimum of five (5) years related experience in events, sporting, or entertainment ticketing. Must possess extensive experience working with ticketing software – Ticketmaster Host & Archtics strongly preferred. Minimum of two (2) years’ related experience handling money and customer relations.
• Bachelor’s degree from an accredited college or university with emphasis in public administration, hospitality, business management, or a related field preferred. Associate degree with extensive related experience will be considered.
• Industry certification is strongly preferred.
• Valid State Driver License.

Additional Eligibility Qualifications

• Capable of working independently without continuous supervision.
• Ability to build effective working relationships, both internally and externally, by representing BJCC in a professional manner in all endeavors.
• Excellent organizational and time management skills with a proven ability to meet deadlines and attention to detail.
• Ability to demonstrate critical thinking, time management, and deductive reasoning skills.
• Ability to anticipate problems and implement immediate corrective actions.
• Work effectively under pressure while still producing accurate results.
• Excellent interpersonal and customer service skills.
• Ability to prepare and interpret applicable finance and business reports.
• Excellent oral communication, written communication, fluency in English, and active listening.
• Position requires the ability to multi-task and coordinates large projects simultaneously.
• Ability to conduct basic mathematical calculations. Proficient with a calculator, adding machine and mathematical calculations for making correct changes and balancing reports.
• Proficient in Microsoft Office software and other software.