Dir. Ticket Operations & Development (CDI)

POSITION SUMMARY:

The Director of CDI Ticket Operations & Development will provide strategic and DBA leadership for all properties, staff, and products from a central location at Churchill Downs Racetrack. Assume the role as a point of contact for administration of each venue’s manifest, inventory, building of events, pricing, invoicing, online sales & fulfillment, and reporting. As a team member of the Ticket Operations department, ensure that the ticketing system is functioning for property needs for events, tickets, pricing, access control, online features, and reporting.

DUTIES AND RESPONSIBILITES:

Ticketmaster

• Oversee the implementation & onboarding of Ticketmaster applications at new or existing CDI Gaming properties.
• Administer the building of events, ticket types, offers, and other Archtics, Host, and Account Manager needs
• Monitor the daily operations and functionality for the day-to-day management of the ticketing system
• Set up and review the inventory of events while distributing and managing holds
• Ensure ticketing system and digital interfaces match necessary blueprints while meeting digit, resale, and Ticketmaster Host restrictions.
• Manage the invoice and ticket templates in the ticketing system.
• Oversee bulk invoicing, email distribution, and Account Manager online payment processes.
• Bulk sell the yearly roll over ticket allotment of various customer groups
• Create, manage, and distribute daily, weekly, and monthly ticketing reporting
• Complete seasonal resale set up in the ticketing system and manage event settings for the TMR resale marketplace as needed
• Oversee ticketing websites and associated applications for offers, invoicing, printing tickets, images and content on Account Manager and Ticketmaster.com.
• Oversee the daily access controlled event, gate, and ticket program settings in Ticketmaster Entry
• Oversee the access control system, hardware, software and integration with Ticketmaster and other third party applications.
• Ensure properties have all of the necessary equipment for a successful event.
• Perform other duties as assigned

Ticket Operations:

• Manage requests for customer and event data for sales, marketing, events, and other departments
• Act as the ticketing operations liaison between CDI Gaming properties and Ticketmaster to ensure success and education of the ticketing system abilities with regards to other department needs
• Manage user permission and creation for various technology applications such as Ticketmaster Archtics and TM1.
• Maintain the relationship between Churchill Downs properties and the Ticketmaster local and remote support client representatives and IT technicians.
• Ensure all needed equipment at various properties has been appropriately ordered, received, programmed, and returned.
• Work with CDRT Ticket Operations to ensure compliance and standard policies to implement companywide across all venues.

Support & Development

• Oversee team travel to CDI Gaming properties as needed for any on-site support, training, or implementations of Ticketmaster applications
• Ensure on-call support for CDI Gaming properties for various events to ensure proper coverage.
• Subject Matter Expert for all Ticket Operations applications, create internal and external facing how-to guides, update the guides as critical functionality changes, provide education training courses and quick hit communication updates as necessary. Educate the customer and create guides for online download and handouts.
• Support with troubleshooting and report on any hardware, software, and integrations.
• Ensure venues are being appropriately educated on functions of such hardware, software, and integrations
• Assist venues and promoters to determine appropriate holds, procedures, and manifests for their prospective events.
• Identify and collaborate with venues on new opportunities for properties to grow and increase annual sales marks and revenue.

Current & Upcoming CDI Gaming Properties

• Colonial Downs Racetrack – New Kent, Virginia
• Ellis Park Racing & Gaming – Henderson, Kentucky
• Fair Grounds Race Course – New Orleans, Louisiana
• Harlow’s Casino Resort & Spa – Greenville, Mississippi
• Oak Grove Racing, Gaming, & Hotel – Oak Grove, Kentucky
• Turfway Park Racing & Gaming – Florence, Kentucky
• Del Lago Resort & Casino – Waterloo, New York (expected 2024)
• Hard Rock Hotel & Casino (Sioux City) – Sioux City, Iowa (expected 2024)
• Ocean Downs Casino – Berlin, Maryland (expected 2024)

EXPECTATIONS:

• Adhere to CDI/CDRT Policies and Procedures
• Represent Churchill Downs in a professional manner both inside and outside of the organization
• Perform duties as workload necessitates
• Demonstrate flexible and efficient time management and ability to prioritize workload
• Be respectful to colleagues and function in a team environment

QUALIFICATION REQUIREMENTS:

To perform this job successfully, candidate must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The candidate must have a strong work ethic and a burning desire to build a career in professional sports.

• 2-3 years of experience with Ticket Operations
• Experience with Ticketmaster Hosted Archtics necessary
• Creative and enthusiastic with excellent interpersonal skills
• Available to work race days and special events
• Possess a willingness to work long hours, evenings, weekends and holidays.
• People oriented, able to multi-task, be organized, motivated and detail focused
• Proficiency in Microsoft Office and other related software and open to learning new technologies

SUPERVISORY RESPONSIBILITIES:

This position will oversee one (1) full time Ticket Operations Manager.

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree (B.A.) from a four-year college, or equivalent combination of education and experience is preferred.

LANGUAGE SKILLS:

Ability to communicate effectively (oral & written) with all types of clients, co-workers, and the general public. Ability to communicate effectively under pressure and when working under a deadline.

REASONING ABILITY:

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams.

PROBLEM SOLVING REQUIREMENTS:

When dealing with prospects and clients, employee must show discretion when making recommendations regarding options and event details for a Churchill Downs Incorporated event. The ability to resolve any ticketing issues for properties remotely is critical.

MACHINE, TOOLS, EQUIPMENT:

Computer, printer, calculator, copy and scanning machine, telephone, software packages, etc.

WORKING CONDITIONS:

• Travel Requirements: May require occasional travel to other properties outside of Louisville
• Physical Demands: This position requires the ability to lift up to 10 pounds.
• Work Environment: The incumbent primarily works in an office environment for CDI properties, however is expected to attend/assist with higher profile dates at Churchill Downs Racetrack.

This work is performed primarily in a business office setting within a sports and entertainment facility. Events often take place outside of traditional business hours, on weekends, and holidays. Some areas of the facility may be noisy and subject to changing weather conditions. Churchill Downs Racetrack spans 175 acres and more than 1.5 million square feet under roof with additional entertainment facilities not protected from weather conditions.

The ability to move swiftly throughout the facility and stand for long periods of time is necessary. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position. As the nature of business demands change so, too, may the essential functions of this position.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.