Baseball Ticket Services Manager

Position Overview

The Ticket Services Manager plays a critical role in delivering an exceptional experience for all Durham Bulls fans, with a strong focus on 919 Members and ticket renewals. This position requires a detail-oriented, highly organized professional who is committed to delivering top-tier customer service across all communication channels. The ideal candidate will combine strong operational skills, a solutions-focused mindset, and a passion for enhancing the fan experience. This role supports internal staff, external patrons, and event clients while ensuring the ticketing department operates efficiently and accurately.

Core Responsibilities

• Customer Service & Fan Experience: Deliver exceptional service for all fans attending events at Durham Bulls Athletic Park through in-person, phone, email, text, and live chat interactions. Build and maintain strong relationships with 919 Members to enhance satisfaction, retention, and renewals. Resolve customer concerns and escalated issues promptly, professionally, and with sound judgment. Support game day operations including seat relocations, troubleshooting mobile-entry issues, assisting walk-up customers, and responding to fan inquiries.
• Membership & Ticketing Operations: Assist in executing the annual 919 Member service plan and timeline. Support season ticket and partial-plan renewal efforts, including outreach, fulfillment, and follow-up. Contribute to the implementation, fulfillment, and maintenance of the fan rewards program. Coordinate special event ticketing needs (group events, premium experiences, theme nights). Assist with benefit inventory management.
• Staff Leadership & Event Support: Support pre-game and in-game activations related to ticketing or member experiences.
• Systems, Data & Administration: Maintain accurate and organized customer records in CRM and ticketing systems. Utilize ticketing platforms to process orders, troubleshoot digital tickets, and manage accounts. Generate reports as needed to support renewals, service plans, and post-event evaluations. Maintain operational timelines, checklists, and department calendars to ensure smooth execution of all responsibilities.
• Collaboration & Professionalism: Serve as a brand ambassador by delivering warm, professional interactions with fans, partners, and staff. Establish and maintain positive working relationships across all ballpark departments. Support additional ticket operations and administrative tasks as assigned.

Qualification Requirements

• Minimum of 2 years of customer service and/or ticketing experience (sports industry preferred).
• Demonstrated commitment to outstanding customer service and professionalism.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Ability to prioritize tasks, multi-task, and stay focused in a fast-paced environment.
• Excellent written and verbal communication skills.
• Proficiency with ticketing or CRM systems preferred; ability to learn new software quickly.
• Positive attitude and ability to thrive in a collaborative, team-oriented setting.
• Passion for baseball, entertainment, and elevating live experiences for every fan.

Physical Demands

Seeing, hearing, listening, touching, ability to move across distances, climbing, pushing, and pulling, and hand/finger dexterity. Capacity for intermediate reading and writing, basic clerical and math skills, advanced analysis and comprehension skills, advanced judgment, and decision-making skills. Able to occasionally lift up to 15 pounds.

Work Conditions

Ability to work flexible hours as needed, including evenings, weekends, and holidays. Ability to remain focused and perform work in noisy and crowded environments with multiple distractions. This position may occasionally require working outdoors in unpredictable weather conditions, including extreme heat, cold, rain, snow, and wind, necessitating the ability to adapt to changing environmental factors and wear appropriate protective gear as needed.

Benefits

• Competitive salary based on experience.
• Comprehensive health insurance plan options.
• Vision and Dental Insurance.
• Company sponsored life insurance.
• Numerous voluntary benefit options – legal plans, pet insurance, discounted home and auto and more!
• 401K with company match.
• Generous paid time off.
• 9 paid company holidays.
• Opportunities for professional development and career growth.
• Dynamic and inclusive work environment with a supportive team culture.
• Exciting projects and growth opportunities within a leading organization.
• Opportunities to attend free local events, such as sporting events, concerts, shows, and more.