Senior Program Services Specialist, DTickets

At Deloitte, the internal operations team provides a full range of hospitality and business services. Team members work collaboratively and apply their specialized knowledge and skills to provide a holistic, customer-centric experience for Deloitte professionals, clients, and guests. 

The Ticket Administration & Servicing team is a collaborative and inclusive virtual team of professionals located across the country but not limited to participating in live events if required.

Job Description

If you enjoy coordinating, planning, and collaborating; are engaging, proactive, and detail-oriented; thrive in a team environment; and are passionate about delivering an outstanding customer experience, join us!

The Senior Services Specialist (Senior Ticket Administrator) is responsible for independently coordinating end-to-end ticket administration and event operations for the Deloitte Tickets program. This role manages ticket portfolios across assigned markets, oversees operational execution, supports financial and reconciliation processes, drives stakeholder communications, and helps ensure ticketing services are delivered efficiently, accurately, and in compliance with established protocols and contractual requirements. 

This individual will work closely with Marketplace Principals, Chiefs of Staff, Finance, and other cross-functional teams, external venues, and vendors to understand priorities, manage portfolio performance, and support business development objectives through effective ticket and event administration. 

Work You’ll Do 

As a Senior Program Services Specialist, your responsibilities will include: 

Ticket Administration & Portfolio Ownership 

• Independently coordinate the end-to-end ticket administration process for assigned markets and portfolios. 

• Review contracts, understand terms, and help develop practical approaches to optimize utilization of ticket assets and event resources. 

• Administer the Ticket Management System, including entering events, maintaining inventory, determining pricing, monitoring activity, and managing order workflows. 

• Review and act on new orders in accordance with approval protocols, including initiating personal payment communications where appropriate. 

• Oversee ticket distribution and related event logistics such as parking, catering, food and beverage administration, and suite requirements. 

• Manage inventory updates and marketplace postings based on event schedules, portfolio priorities, and seasonal demand. 

Stakeholder & Vendor Management 

• Build and maintain effective working relationships with Marketplace Principals, Chiefs of Staff, internal teams, and external venues and vendors. 

• Support stakeholder discussions regarding ticket utilization, portfolio needs, and opportunities for ticket expansion. 

• Serve as a reliable point of contact for operational issues, escalations, and time-sensitive ticketing needs. 

• Provide portfolio coverage during PTO, leave of absence, periodic weekends, or high-volume periods to maintain continuity of service. 

Inbox Management & Issue Resolution 

• Manage shared inbox operations and ensure timely, accurate, and professional responses across a broad range of requests. 

• Triage and resolve Ticket Management System and service-related issues, using sound judgment to escalate as appropriate. 

• Ensure urgent requests, especially those within 48 hours of an event, are prioritized and addressed promptly. 

• Troubleshoot more complex operational and stakeholder issues with limited oversight. 

Communications, Reporting & Continuous Improvement 

• Customize, review, and distribute market-specific communications to PPMDs and other stakeholders. 

• Send weekly communications, reconciliation notices, payment notices, and event-related updates. 

• Monitor reporting and analyze utilization against allo