Who We Are
On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.
Endeavor is a global sports and entertainment company, home to many of the world’s most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.
Position Summary
On Location is seeking an experienced Director of Ticketing and Systems Optimization to oversee the strategic development and execution of initiatives for our newly launched major premium experiences and hospitality program for the FIFA World Cup 26™. This role demands a blend of high-level analytical skills, technical expertise, client relations, and operational excellence. The ideal candidate should have extensive experience in ticket operations, ticketing system management, data analysis, customer service, and hospitality program management, with a strong focus on ensuring the system operates at scale without major friction.
Major Responsibilities
• Strategic Leadership:
• Provide strategic direction and leadership to optimize the performance and efficiency of the ticketing system.
• Develop and implement comprehensive strategies that ensure the ticketing system supports the overall goals of the hospitality program.
• Collaborate with senior management to align ticketing strategies with organizational objectives.
• Ticketing System Performance:
• Ensure the ticketing system operates at scale, handling high volumes of transactions seamlessly and efficiently.
• Monitor and analyze ticketing system performance metrics to identify areas for improvement and implement proactive solutions.
• Coordinate with ticketing providers to implement system enhancements and resolve issues promptly.
• Ensure the ticketing system’s reliability, scalability, and security throughout the event to prevent any major friction.
• Work with systems provider and event organizer to develop and implement contingency plans to address potential system failures or disruptions.
• Ticket Operations:
• Manage the end-to-end creation, allocation, sale, and distribution of hospitality tickets across multiple platforms.
• Process internal ticket requests and execute sales plans for VIP and hospitality packages.
• Assist in supervisor operations and personnel assignment on event days to ensure a smooth and efficient experience for hospitality guests.
• Product Roll-out and Support:
• Oversee the iterative roll-out of new ticketing platform products and features, ensuring they can be operated at scale without major friction.
• Become the knowledge expert for the ticketing system, responsible for advanced configurations and consulting with end users to define solutions to complex client needs and issues.
• Serve as the first tier of support to internal end users for product understanding and issue resolution.
• Data and Analytics (In-alignment with broader Commercial Strategy Division):
• Implement data collection initiatives to enhance client acquisition and engagement within the hospitality program.
• Develop and maintain performance dashboards to track real-time ticketing and hospitality metrics.
• Conduct market research to recommend pricing strategies and package offerings for hospitality tickets.
• Monitor secondary market activity and identify opportunities for revenue optimization.
• Client Relations and Customer Service:
• Develop and maintain relationships with VIPs, corporate clients, and key stakeholders in the hospitality program.
• Address and manage customer service needs, ensuring high levels of client satisfaction and loyalty.
• Train internal stakeholders and seasonal staff to deliver exceptional customer service.
• Operational Excellence:
• Oversee the operational aspects of the hospitality program, ensuring seamless execution and prem
Location: New York, NY
Posted: Aug. 18, 2024, 5:39 a.m.
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