Senior Manager, Ticket Operations

Title: Senior Manager, Ticket Operations

Employee Status: Regular Full Time

Work From Home Option: Not Applicable- must have ability to work at Belmont Park or Saratoga Race Course depending on the live racing schedule

FLSA Status: Exempt

Job Overview:

NYRA is seeking an experienced professional to lead NYRA’s Ticket Operations strategy across Belmont Park and Saratoga Race Course. The Senior Manager, Ticket Operations will oversee a high performing team and is responsible for establishing and carrying out best of class policies, procedures, and plans. This role will serve as a primary point of contact for internal and external stakeholders and ensure a seamless ticketing experience for all track guests. The ideal candidate is a seasoned contributor, who works independently with minimal supervision.

Essential Functions:

Oversight of all event ticket and Box Office operations for Belmont Park and Saratoga Race Course, financial reconiliation and reporting, ensuring compliance with company policies and regulatory requirements.

Lead for all event builds including seat manifests, interactive seat maps, and Virtual Venue.

Ensures online ticket content and sales links are functioning properly. Completes testing of event pages prior to ticket on sales and is in regular communication with representatives from our ticketing partners, currently Ticketmaster and Fevo.

Assists in managing ticket inventory, monitoring online sales activity, and forecasting demand for special events and high-traffic race days. Provides recommendations for improvements based on experience and industry best practices.

Collaborates with Sales and Marketing teams providing recommendations on strategy and optimal solutions for Sales initiatives.

Manages and supports all ticketing technology including ticket scanners, credit card POS, digital ticketing through Ticketmaster and NYRA Venue app, etc. Coordinates with IT and Event Operations teams to ensure all systems are tested, functional and optimized for peak performance.

Manages a team of full-time and seasonal Ticket Operations staff supporting Belmont Park and Saratoga Race Course. Provide leadershpi and real-time feedback to staff to support continued growth and complete performance reviews for full-time staff on annual basis.

Recruits, train and support Box Office staff ensuring a high level of customer experience. Develop and maintain training materials on Box Office policies and procedures.

Exercises strong decision making to effectively resolve problems and guest issues as they occur.

Provides reports and analysis for management regarding ticket sales, inventory, processes, and customer data on a regular basis.

Qualifications:

Minimum of 5 years of ticketing/operations experience

Ability to work at Belmont Park or Saratoga Race Course depending on the live racing schedule

Additional guest service experience preferred, ideally within the sports and entertainment industry

Strong operational knowledge of Ticketmaster Archtics preferred

Experience in planning/opening a new venue a plus

Bachelor’s degree in Business, Sports Management, or related field/equivalent experience

Summary of Physical Requirements and Work Environment:

This position is not primarily sedentary and involves working on a computer, as well as walking the track on a regular basis

Pay Range / Salary:  $84,000.00 - $97,200