Supervisor, Ticket Operations

Who We Are

We are Tennis! The USTA (United States Tennis Association) is the national governing body for the sport of tennis and the leader in promoting and developing the sport’s growth on every level in the United States, from local communities to the crown jewel of the professional game, the US Open.

Why Work for the USTA? 

We are a passionate team of staff and volunteers focused on growing the sport of tennis and making it accessible to all. We are committed to removing barriers and creating opportunities for ALL to participate. Don’t know tennis? Don't worry, you can still find yourself in the game!

The Role

Work with Sr. Director to create ticket report shells and maintain ongoing format updates for annual ticket reports, and with compilation and distribution of Game summary and GL reports throughout the year.  Maintain subscriber account information. Assist Sr. Director, Ticket Operations and Director of Ticket Operations in day-to-day ticket operations.

 

• Assist Ticket Office Team in US Open and Non-US Open Events. Responsibilities include, but not limited to, supporting customer service agents, reporting, ticket software and hardware troubleshooting, processing sales, etc. Assist Supervisor of Ticket Operations in the Box Office for all Non-US Open events. Assist the Director of Ticket Operations within the Box Office during the tournament, with Ticket Seller ticketing issues, and resolve any customer questions or mobile issues. Assist Sr. Director and Senior Supervisor in the processing of House Seats requests.
• Serve as a dedicated account representative for approx 200-300 full series accounts, in addition to assisting staff with the needs of other important accounts throughout the year.
• Responsible for retention of season ticket holders in the defined portfolio of accounts by updating relevant account information.
• Ensure customer and account data and profile requirements are accurate and complete.
• Assist Sr. Supervisor of Ticket Operations in Ticket Request Systems, setup, testing, and operations.
• Assist the Sr. Director in event setup, checking pricing and dynamic pricing with the assistance of 2 seasonal staff members. Assist in the back-end creation of all ticket events, price codes, packages, and other Archtics programming needs
• Assist Director of Ticket Operations in a thorough testing process prior to any product launch
• Assist Sr. Director of Ticket Operations to set Gate times in the TM1 Ticket system for both US Open and non-USO events. Work with Sr. Director of Ticket Operations and Ticket Partners on tracking and repricing of consignment tickets for post-tournament financial reconciliation.
• Oversee the generation and organization of office purchase requisitions to ensure timely receipt of services as well as work with purchasing and vendors to secure most competitive rates. Work proactively with NTC Finance team to prevent accruement of late fees and bill discrepancies, and in addition, assist with the production of W-9 filings for all vendors. Assists Sr. Director, Ticket Operations in monthly budget reconciliation by keeping vendor invoice log up-to-date. Input all invoices into the Concur System to be approved by the Sr. Director of Ticket Operations.
• Responsible for completing Hospitality ticket tasks in the ticketing system each year, which includes but is not limited to, applying payments, retracting seats, updating hospitality space pricing, creating additional price codes, and running non-paid account reports. Foster positive, cooperative internal relationships with departmental co-workers as well as key inter-departmental contacts.
• Work as a contact for outside vendors who are selling US Open plans, groups, single events, and Hospitality. 

 

 

Who You Are

• Strong Excel and reporting software abilities.
• Archtics, TMOne and Ticketmaster Classic Experience required.
• Strong customer service skills required.
• Must have strong interpersonal and communication skills.
• Must be able to handle confidential matters discreetly.
• Project a professional company image through in-person, electronic, and phone interactions.
• Availability to work overtime as needed.
• This position is designated as "hybrid/flex".  Leading up to and during the US Open, full-time "on site" is required.  Please consult HR for the most current policy
• This description is intended to describe the type of work being performed by a person assigned to this job. It is not an exhaustive list of all duties and responsibilities required by the employee. 
• Position is considered non - exempt.

 

What We Offer

 At the USTA, we know people are our mo