Consumer Operations Manager - Dover Motor Speedway at Speedway Motorsports

Dover, Delaware, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Mar, 26

Salary

0.0

Posted On

09 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ticket Operations, Customer Service, Budget Management, Event Planning, Inventory Management, Sales Support, Data Monitoring, CRM Management, Event Setup, Team Collaboration, Strategic Planning, Problem Solving, Communication, Leadership, Proactive Approach, Event Activation

Industry

Spectator Sports

Description

Consumer Operations Manager – Dover Motor Speedway Work location is in Dover, Delaware Job Summary: This pivotal role provides comprehensive ticket operations support for Dover Motor Speedway and the broader Speedway Motorsports organization. The primary responsibility encompasses the management and oversight of all ticketing functions across various platforms, including the ARCHTICS ticketing system, Ticketmaster Host System, Account Manager websites, Venue Entry, and mobile ticketing for Dover Motor Speedway. This includes the strategic distribution of event tickets, access credentials, parking passes, and camping permits. Additionally, this position actively contributes to event staffing, setup, and on-site activation during major event weekends, both at the home facility and at other Speedway Motorsports venues. Speedway Motorsports is a leading marketer, promoter and sponsor of motorsports entertainment in the United States. Speedway Motorsports maintains a consistent focus on four core principles: •Take care of our teammates • Be known for remarkable events • Positively impact our community • Profitably improve our business and operations The Consumer Operations Manager will adopt a GLOBE mentality. GLOBE stands for Generously Lending Our Best Efforts. This is achieved by holding themselves and their teammates compassionately accountable for taking our best practices “the last mile” – optimizing them for maximum value to all stakeholders while sharing insights on how to improve our company. The ideal candidate will also be a productive and proactive self-starter who is passionate about his/her duties and willing to put forth the extra effort to achieve excellence. Detailed Responsibilities: Administrative: * Cross-Departmental Liaison: Serve as a key point of contact and facilitator between Corporate Sales, Marketing, Communications, Finance, and Events departments to ensure seamless execution of assigned responsibilities and projects. * Sales Team Support & Customer Focus: Provide daily support to the Consumer Ticket Sales lead and ticket sales account executives, directly contributing to an enhanced customer experience and efficient sales operations. * Budget Development & Management: Collaborate closely with the Consumer Ticket Sales lead and Finance department to develop, manage, and monitor the department budget, ensuring fiscal responsibility and resource allocation. * Strategic Planning Contribution: Assist in the strategic planning and development of long-term ticket sales programs and initiatives, contributing to the overall growth and success of ticket sales efforts. * Championing Customer Service: Ensure the delivery of exceptional customer service standards at all races and events, proactively addressing customer needs and fostering positive experiences. Event Creation and Maintenance (Dover Motor Speedway Focus): * Comprehensive Event Setup (Ticketmaster Platforms): Take full responsibility for the accurate and timely creation and maintenance of all event details within Ticketmaster's Host, Archtics, AccountManager, and FEVO platforms for Dover Motor Speedway, adhering to Speedway Motorsports event creation guidelines. * Inventory Management Expertise: Oversee the management of event ticket inventory within both ARCHTICS and Host systems, including the generation and maintenance of print files and ticket templates for all events. * Purchase Link Generation & Monitoring: Create and diligently monitor all necessary purchase links for websites and various marketing campaigns, ensuring accurate tracking and effective sales channels. * Renewal Program Management: Manage the entire event renewal process, ensuring timely and efficient communication and execution to maximize customer retention. * Payment Plan Implementation & Oversight: Create and manage Archtics payment plan options, providing flexible purchasing opportunities for customers. * CRM Audience Management (Fan 360): Develop and manage Fan 360 CRM audiences as requested, supporting targeted marketing efforts and customer engagement strategies. * Complimentary Ticket Fulfillment: Manage the process for all complimentary ticket fulfillment, ensuring accurate distribution in accordance with approvals from the General Manager and Finance leads. * Corporate Ticket Sales Fulfillment: Manage the process corporate ticket sales fulfillment, ensuring accurate distribution in accordance with SalesForce. Event Weekends (Dover Motor Speedway Lead): * Consumer Operations Leadership: Serve as the primary consumer operations lead for Dover Motor Speedway during NASCAR event weekends, providing strategic direction and on-site management. * Comprehensive Ticket Operations Oversight: Assume primary responsibility for all event weekend ticket operations, including event staff scheduling and training, TM Entry setup, box office setup and management, ticket seller balancing, and proactive customer service support. Power BI Report Monitoring: * Data Integrity & Reporting Enhancement: Continuously monitor Power BI reports to ensure data accuracy and reliability. Collaborate with Speedway Motorsports Consumer Operations leads to identify reporting gaps, develop new reports, and enhance existing reporting capabilities for improved data-driven decision-making. Corporate Task Force Participation: * Contributing to Corporate Improvement: Actively participate in assigned Speedway Motorsports "task force" teams, contributing insights and efforts towards initiatives focused on improving overall corporate effectiveness, operational efficiencies, and strategic goals. On-Site Event Support: * Traveling Box Office Expertise: Travel to designated Speedway Motorsports facilities during NASCAR event weekends to provide critical on-site box office support, ensuring efficient ticket operations, resolving customer issues, and contributing to a positive event experience.

Responsibilities

The Consumer Operations Manager is responsible for managing ticket operations and ensuring exceptional customer service during events at Dover Motor Speedway. This includes overseeing ticket inventory, event setup, and providing on-site leadership during major event weekends.