Job Title: Ticket Administration Contractor

Location: Remote

Role Summary

Ticket Administration Contractor provides operational, administrative, and project support for portfolio management. This role is responsible for inbox management, Ticket Manager operations, reconciliation support, communications, and cross-functional coordination to ensure timely and accurate ticketing services for clients and internal stakeholders.

This is a virtual work environment with occasional local office visits if needed.

Key Responsibilities

1. Ticketing Operations & Inbox Management

• Manage the  shared inbox by categorizing inquiries, responding to general questions, and troubleshooting Ticket Manager-related issues.

• Escalate critical or time-sensitive communications to Ticket Admins, Supervisors, or Managers as appropriate.

• Ensure timely responses for urgent requests, particularly those within 48 hours of an event date.

• Maintain mailbox ownership and ensure functionality and continuity of service.

2. Ticket Manager Administration

• Monitor Ticket Manager for new orders and take action in accordance with approval protocols, including initiating payment communications for personal purchases.

• Support Ticket Admins and clients by resolving system issues using proxy or administrative access.

• Input, manage, and maintain ticket inventory for assigned markets and portfolios aligned with seasonal event volume.

• Coordinate ticket distribution and related components such as parking and catering when required.

3. Reconciliation & Financial Support

• Support reconciliation processes for season tickets, VIP purchases, and personal purchases, including missing credit card charge reporting.

• Monitor priority financial communications such as PayIt delays or charge discrepancies for assigned portfolios.

• Communicate submission-period updates to US and USI Finance teams and escalate issues as needed.

• Prepare reconciliation documentation, including Excel reports with multiple WBS code breakdowns.

• Manage workload priorities based on reporting deadlines.

4. Communications, Documentation & Projects

• Support projects using Microsoft Excel, Word, PowerPoint, and Teams.

• Create and review outgoing communications to ensure formatting and quality standards are met.

• Maintain Teams portfolio folders and ensure documentation is current and accessible.

• Guide requesters on proper completion of post-event survey communications.

5. Coverage & Operational Continuity

• Provide portfolio coverage during PTO or leave of absence.

• Send weekly communications and reconciliation notices.

• Coordinate personal payment communications and late ticket purchases.

• Manage Ticket Manager inventory updates and marketplace postings.

6. Feedback, Issue Resolution & Leadership Support

• Collect and summarize user feedback and troubleshoot application issues.

• Support project planning, execution, and risk mitigation.

• Provide regular project status updates to stakeholders.

• Perform ad hoc duties as business needs require.

Qualifications & Requirements

• Proficiency in Microsoft Office applications and AI savvy.

• Availability to work nights and weekends based on event schedules.

• Bachelor’s degree with a minimum of five years of experience in an operations or customer service environment.

• Hospitality-related experience strongly preferred and/or exposure to sponsored events at stadiums and/or golf arenas.

• Strong written and verbal communication skills, adaptability, active listening, and critical thinking abilities.