Harlow's Casino Resort and Spa is hiring a Senior Manager, Ticket Operations & Development. In this central role, you will provide strategic and DBA leadership across all gaming properties, acting as the main point of contact for ticketing system administration, event building, and online sales. You will ensure the system functions optimally for events, pricing, access control, and reporting.

What You'll Do

Ensure proper implementation and onboarding of Ticketmaster applications at properties.
Administer the building of events, ticket types, offers, and other needs within Archtics, Host, and Account Manager.
Monitor daily operations and functionality of the ticketing system.
Set up and review event inventory, distributing and managing holds.
Ensure the ticketing system and digital interfaces meet blueprints and Ticketmaster restrictions.
Manage invoice and ticket templates within the system.
Oversee bulk invoicing, email distribution, and online payment processes.
Bulk sell the yearly roll over ticket allotment for various customer groups.
Create, manage, and distribute daily, weekly, and monthly ticketing reports.
Complete seasonal resale setup and manage event settings for the TMR resale marketplace.
Oversee ticketing websites and associated applications for offers, invoicing, and content.
Oversee daily access controlled event, gate, and ticket program settings in Ticketmaster Entry.
Oversee the access control system, its hardware, software, and third-party integrations.
Ensure properties have all necessary equipment for successful events.
Manage customer and event data requests for other departments.
Act as the ticketing operations liaison between properties and Ticketmaster.
Manage user permissions and creation for technology applications like Archtics and TM1.
Maintain relationships with Ticketmaster support representatives and IT technicians.
Ensure equipment is ordered, received, programmed, and returned as needed.
Work with other operations teams to ensure compliance and standard policies.
Manage team travel to properties for on-site support, training, or implementations.
Ensure on-call support for events at properties.
Serve as a Subject Matter Expert, creating how-to guides and providing training.
Support troubleshooting and reporting for hardware, software, and integrations.
Educate venues on hardware, software, and integration functions.
Assist venues and promoters with holds, procedures, and manifests.
Identify and collaborate on new opportunities to grow sales and revenue.

What We're Looking For

3-4 years of experience with Ticket Operations.
Experience with Ticketmaster Hosted Archtics is necessary.
Creative and enthusiastic with excellent interpersonal skills.
Available to work race days and special events.
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 related software, open to learning new technologies.
Ability to communicate effectively (oral & written) with all types of clients, co-workers, and the public.
Ability to communicate effectively under pressure and when working under a deadline.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret directions and technical diagrams.
Ability to resolve ticketing issues for properties remotely.

Nice to Have

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

Technical Stack

Ticketmaster Archtics
Ticketmaster Host
Ticketmaster Account Manager
Ticketmaster Entry
Microsoft Office

Team & Environment

You will oversee one (1) full-time Ticket Operations Manager as part of the Ticket Operations department.

Work Mode

This is a hybrid position based in Louisville, KY.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.