Senior Manager of Ticket Services

POSITION OVERVIEW:

The Senior Manager of Ticket Services is responsible for leading the Durham Bulls’ ticket service strategy and delivering a best-in-class fan experience across all touchpoints. This role oversees all ticket service operations, including service plans, renewals, member engagement, and the 919 Member program. The Senior Manager provides strategic direction, manages staff and systems, and ensures consistent, high-quality service for season members, single-game buyers, and event clients.

This position requires a proactive leader with strong operational expertise, a customer-first mindset, and a passion for building long-term fan relationships. The Senior Manager serves as the primary owner of the ticket service lifecycle—from onboarding and engagement through renewal and retention—while partnering closely with sales, marketing, operations, and game-day staff.

CORE RESPONSIBILITIES:

• Own and execute the overall ticket service vision, ensuring an exceptional, consistent experience for all fans attending events at Durham Bulls Athletic Park.
• Oversee all fan-facing service channels, including in-person, phone, email, text, and live chat.
• Serve as the escalation point for complex or sensitive service issues, resolving concerns with professionalism and sound judgment.
• Establish service standards, best practices, and training to ensure excellence across the ticket services team.
• Lead the strategy, development, and execution of the 919 Member program, ensuring meaningful engagement, value, and retention.
• Own all season ticket and partial-plan renewal efforts, including timelines, communication plans, touchpoints, and fulfillment.
• Partner with ticket sales and marketing teams to align retention strategies with acquisition and growth goals.
• Directly manage and mentor Ticket Services Managers, Ticket Services Interns and seasonal ticket service staff.
• Foster a positive, service-driven culture that emphasizes accountability, collaboration, and fan satisfaction.
• Analyze service metrics, renewal data, and member engagement trends to inform strategy and improve retention as well as opportunities for improvement.

Qualification Requirements

• Minimum of 4 years of customer service and/or ticketing experience (sports industry preferred) with management of personnel preferred.
• Demonstrated commitment to outstanding customer service and professionalism.

• Strong organizational skills with exceptional attention to detail and accuracy.
• Ability to prioritize tasks, multi-task, and stay focused in a fast-paced environment.
• Excellent written and verbal communication skills.
• Proficiency with ticketing or CRM systems preferred; ability to learn new software quickly.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Seeing, hearing, listening, touching, ability to move across distances, climbing, pushing, and pulling, and hand/finger dexterity.
• Capacity for intermediate reading and writing, basic clerical and math skills, advanced analysis and comprehension skills, advanced judgment, and decision-making skills.
• Able to occasionally lift up to 15 pounds.

Work Conditions: The work conditions and characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Ability to work flexible hours as needed, including evenings, weekends, and holidays.
• Ability to remain focused and perform work in noisy and crowded environments with multiple distractions.
• This position may occasionally require working outdoors in unpredictable weather conditions, including extreme heat, cold, rain, snow, and wind, necessitating the ability to adapt to changing environmental factors and wear appropriate protective gear as needed.

Benefits:

• Competitive salary based on experience.

* Benefits package including:

• Comprehensive health insurance plan options
• Vision and Dental Insurance

• Company sponsored life insurance
• Numerous voluntary benefit options – legal plans, pet insurance, discounted home and auto and more!
• 401K with company match
• Generous paid time off
• 9 paid company holidays

• Opportunities for professional development and career growth.
• Dynamic and inclusive work environment with a supportive team culture.
• Exciting projects and growth opportunities within a leading organization.
• Opportunities to attend free local events, such as sporting events, concerts, shows, and more.

Pre-Employment Information:

• A pre-employment drug screening is required.
• Capitol Broadcasting Company participates in E-Verify.
• Capitol Broadcasting Company participates in the Work Opportunity Tax Credit (WOTC) program. However, completing the WOTC questionnaire is completely voluntary. Your decision will have absolutely no impact on your hiring chances, and your application WILL be accepted regardless of whether you choose to provide this information or not.

EEO Statement:

Capitol Broadcasting Company is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

CBC Statement:

Capitol Broadcasting Company, Inc. is a diversified communications company which owns and/or operates WRAL-TV [http://www.wral.com/], WRAZ-TV [http://www.fox50.com/], WRAL-FM [http://www.wralfm.com/], WRAL-HD2 [http://www.wralfm.com/], WNGT-CD [http://www.wralsportsplus.com/], WCMC-FM [http://www.999thefan.com/], WCMC-HD1 [http://www.999thefan.com/], WDNC-AM [http://www.espntriangle.com/], WCMC-HD2 [http://www.espntriangle.com/], WCMC-HD3 [http://www.espntriangle.com/], WCLY-AM [https://thatstation.net/], WCMC-HD4 [http://www.espntriangle.com/], Microspace [http://www.microspace.com/], and WRAL Digital [http://www.cbcnewmedia.com/] in Raleigh, NC; WILM-TV [http://www.wilm-tv.com/], WILT-LD [http://www.wilm-tv.com/wilm-tv-channel-locator/] and Sunrise Broadcasting [http://www.cbc-sunrise.com/] in Wilmington, NC; The Durham Bulls Baseball Club [http://www.durhambulls.com/], Bull City Hospitality [https://www.milb.com/durham/ballpark/bull-city-hospitality], and Coastal Plain League [https://coastalplain.com/] in Durham, NC; The Holly Springs Salamanders [https://salamandersbaseball.com/] in Holly Springs, NC; the American Underground [http://americanunderground.com/] startup hub in Durham, NC; and real estate interests including the American Tobacco Historic District [http://www.americantobaccocampus.com/] in Durham, NC; Rocky Mount Mills [http://rockymountmills.com/] in Rocky Mount, NC; MoJud Lofts [https://mojudlofts.com/] in Greensboro, NC; and The Thread [https://www.thethreadrockhill.com/] in Rock Hill, SC.