Ticketing & Event Sales Program Manager

Overview:The Ticketing & Event Sales Program Manager oversees all ticketing operations and strategic sales programs across PSQ Productions-managed venues and events. This hybrid role combines operational oversight with revenue-driving responsibilities, ensuring ticketing systems, box office operations, group sales, and premium programs are optimized for guest experience, financial accuracy, and event success.This position manages ticket builds, promotions, onsite execution, customer service protocols, and system administration across platforms like TicketSpice, TM, Etix, TIXR, and AXS. The manager also drives sales strategy through bundled offers, partner allocations, audience segmentation, and targeted campaigns to maximize ticketing revenue.Key Responsibilities: Note: This job description is not intended to contain a comprehensive listing of activities, duties, or responsibilities required. Additional tasks may be assigned.Ticketing Operations & Box Office Management

• Oversee daily and nightly box office operations including sales, scanning, will call, ADA support, and guest list check-ins.

• Configure, test, and maintain ticketing systems and reserved seating maps across all supported platforms.

• Manage seating charts, credentialing, inventory, price changes, holds, and ticket reporting.

• Ensure ticketing and POS hardware/software (scanners, iPads, printers) function optimally.

• Administer systems for parking passes and merchandise sales, including access control and reconciliation.

Sales Programs, Promotions & Revenue Strategy

• Lead full lifecycle of ticket promotions-planning, execution, testing, and reporting.

• Develop and manage dynamic pricing models, flash sales, presales, and bundled offerings.

• Collaborate with marketing to create urgency-driven campaigns and drive conversions.

• Drive group sales outreach for corporate, school, tourism, and community organizations.

• Oversee VIP and premium ticketing programs, sponsor allocations, and concierge service offerings.

• Ensure alignment between promotional strategies, audience segments, and event goals.

• Maintain tracking and reporting of comps, discounts, and promotional code usage.

Group Sales & Premium Programs

• Develop and oversee group sales strategies for corporate, school, tourism, and community groups.

• Collaborate with marketing to create outreach materials, tailored offers, and value-add packages.

• Manage booking, seating accommodations, and payment processing for group purchases.

• Provide concierge-level support for group buyers to ensure a smooth guest experience.

• Track group sales KPIs, adjust targeting as needed, and support fulfillment of premium/VIP ticketing and sponsor allocations.

• Coordinate ticket allotments and access codes and/or badges for sponsors, employees and vendor partners.

Customer Service & Guest Support

• Act as escalation point for ticketing-related guest issues, refunds, and chargebacks.

• Oversee online customer service workflows across email, chat, and social media platforms.

• Maintain documentation and policies for refunds, ADA access, exchanges, and holds.

• Ensure consistent, timely, and professional guest support pre-, during-, and post-event.

• Document and analyze customer service inquiries to identify recurring issues and improve guest support workflows.

Merchandise Sales & Oversight

• Oversee onsite and online merchandise point-of-sale setup, including hardware configuration and system testing.

• Coordinate merchandise staffing, inventory tracking, and reconciliation across all events.

• Ensure merchandise systems are integrated with ticketing and parking platforms for seamless guest transactions.

• Manage product mix and pricing in collaboration with the Programming and Finance teams.

Data, Reporting & Forecasting

• Produce daily sales reports, dashboards, and event settlement packets.

• Analyze sales data to identify trends, performance gaps, and price strategy adjustments.

• Collaborate with finance and marketing to forecast sales, optimize KPIs, and refine campaigns.

• Monitor real-time sales and support cross-departmental decision-making.

• Collaborate with finance on post-event reconciliation and sponsor ticket settlement processes.

Team Leadership & Event Execution

• Hire, train, and manage box office teams, cashiers, and on-site sales staff.

• Conduct pre-event training and post-event evaluations to ensure service excellence.

• Ensure compliance with cash handling, scanning protocols, and customer service standards.

• Work with Operations, Marketing, and Production to align ticketing readiness and event flow.

Compliance & Administrative Controls

• Maintain compliance with all local, state, and federal ticketing laws and privacy standards.

• Serve as admin for ticketing, parking, and merchandise platforms, including user training and access management.

• Manage SOPs for all ticketing, parking, merchandise, and customer service workflows.

• Support merchant processing documentation including deposits, tax compliance, and chargebacks.

Qualifications

• 3-5+ years in a ticketing or box office role, with supervisory experience preferred.

• Proven experience with at least 2 major ticketing platforms.

• Proficient with Microsoft, Excel, Asana, and Slack.

• Strong knowledge of live event operations, guest experience, and financial processes.

• Ability to work flexible hours including weekends, holidays, and late nights as needed.

• Detail-oriented with excellent communication and customer service skills.

• Strong organizational skills with the ability to manage multiple projects under pressure.

Preferred Experience

• Experience building reserved seating maps.

• Experience managing high-volume ticketing for festivals or concerts.

• Understanding of revenue sharing and settlement processes.

• Experience overseeing or managing VIP/Premium ticketing programs.

PSQ Productions will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if PSQ Productions is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting calcivilrights.ca.gov/fair-chance-act/.
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