Manager of Ticketing Operations

About Denver Botanic Gardens

Denver Botanic Gardens, established in 1951, is a leading botanical institution in the United States, recognized for its pioneering work in water conservation. Accredited by the American Alliance of Museums, the Gardens features extensive living plant, natural history, and art collections, complemented by temporary art exhibitions. This 24-acre urban sanctuary provides unique garden experiences for all ages, alongside advanced educational programs, exhibitions, and plant conservation research. Our core values—Sustainability, Diversity, Relevance, and Transformation—guide our mission to connect people with plants and foster positive change.

For more information, visit www.botanicgardens.org.

Position Summary

Denver Botanic Gardens is seeking a Full-Time Manager of Ticketing Operations to join our Membership Department. This role is crucial for managing the institution's Point of Sale (POS) and membership database system. The Manager will oversee data integrity, generate insightful reports, and guide teams in optimizing processes to enhance member and donor engagement, boost class registrations, and increase general ticket sales. This position also serves as a system knowledge resource and will conduct staff training as needed. The Manager will collaborate with various departments to ensure seamless system integrations, translate user requirements into functional processes, and supervise Ticketing Operations Coordinator(s). In the absence of the Membership and Visitor Services Managers, this role will assume supervisory responsibilities.

General Duties and Responsibilities

• Oversee and manage the institution's point-of-sale and membership database program.
• Ensure the accuracy, security, and consistent high standards of all membership, visitor, donor, and event data within the database.
• Serve as the primary point of contact for the database system, addressing issues and managing system and event configurations.
• Develop and manage reporting systems, including recurring reports, ad-hoc reports, and dashboards.
• Generate segmented lists for targeted marketing campaigns.
• Create and maintain email templates and communication procedures for guest interactions.
• Lead and participate in meetings to identify and address user needs effectively.
• Train staff on database utilization and collaborate across departments to maximize system efficiency.
• Work with departments to configure programs and offerings within the system.
• Liaise with the CRM (Salesforce) Administrator to ensure functional system integrations.
• Maintain a functional development version of the POS system for training purposes.
• Create, document, implement, and refine system processes and workflows.
• Identify and propose solutions for policy and procedure deficiencies related to the POS and membership database.
• Supervise the Ticketing Operations Coordinators.
• Continuously seek opportunities to innovate and enhance the POS and membership database systems.
• Contribute to a positive guest experience by improving staff and guest interactions with the POS and membership database systems.
• Represent Denver Botanic Gardens and Visitor Services staff positively through exceptional customer service.
• Maintain regular admissions hours and be available for special events, including evenings and weekends.
• Provide management with project status updates.
• Act as a positive role model for the team.
• Collaborate with all departments to ensure a high-quality visitor experience throughout the Gardens.
• Assist with hiring, training, and evaluating Membership and Visitor Services staff.
• Ensure adherence to all Denver Botanic Gardens policies and procedures.
• Establish, communicate, and enforce policies for reporting, customer service, cash handling, refunds, and admissions operations.
• Regular on-site attendance is expected. Remote work is subject to management discretion and contingent upon good performance and adherence to Gardens policies.
• All employees must be committed to the mission of connecting people with plants, particularly those from the Rocky Mountain region and similar climates, aiming to inspire and educate visitors.

Position Qualifications: Knowledge, Skills, and Abilities

• Proficiency in troubleshooting and resolving system issues promptly.
• Adaptability and flexibility to changing policies and procedures.
• Strong attention to detail and ability to manage multiple tasks.
• Exceptional written and verbal communication skills, coupled with robust analytical abilities.
• Proficiency in Windows-based applications, retail POS software management, system administration, and CRM software.
• Proven experience in delivering excellent customer service and strong interpersonal skills for public interaction.
• Ability to remain composed under pressure and manage stressful situations effectively.
• Flexibility to adjust plans as needed throughout the workday.
• Willingness to work a flexible schedule, including evenings, weekends, and holidays.
• Proficiency with Microsoft Suite, including Word, Excel, Outlook, and Teams.
• Availability to work overtime as required.
• Must consistently represent the Gardens positively, both internally and externally.
• Commitment to working respectfully and cooperatively with colleagues and the public.
• Dedication to maintaining a safe working environment at all times.

Experience and Education

• A Bachelor's degree or an equivalent combination of education and experience (two years of related experience and training in Ticketing Operations & Event Management).
• A minimum of three years of management experience.
• Prior experience with systems like Ticketure and Salesforce is advantageous.

Travel

Up to 10% travel may be required, potentially to remote or varied Garden locations.

Benefits and Perks

Denver Botanic Gardens offers a comprehensive benefits package for eligible employees, including:

• Choice of Medical Plans, Dental and Vision Plans, and Life Insurance.
• Flexible Spending Account (FSA) and Healthcare Spending Account (HSA).
• Generous Retirement Savings Plan with a 6% company contribution after one year of service.
• Paid holidays, vacation, and sick time.
• Access to personal lines of insurance.
• Short-term and long-term disability coverage.
• Employee Assistance Program (EAP).
• RTD ECO pass.
• Complimentary Denver Botanic Gardens Membership.
• Access to Gardens education classes.
• Summer concert tickets.

Join a workplace that provides more than just a salary!