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Job Description
This is a temporary, seasonal, part-time position with hours increasing significantly during the event period. The Garden of Lights Nightly Ticketing Manager plays a critical role in the successful execution of the annual Garden of Lights event hosted at the Sandhills Horticultural Gardens. This position includes two phases of responsibility: pre-event ticketing planning and preparation (July-November) and on-site ticketing operations during event nights. Working as part of the Event Management Team under the direction of the VP of Engagement, this role leads all ticketing operations and is responsible for ensuring efficient, accurate, and customer-focused ticketing processes. The Ticketing Manager is authorized to make operational decisions within established policies and will escalate safety, legal, or financial concerns as appropriate.
Supervisory Responsibilities:
Provide direct supervision and coordination of all ticketing staff, contractors, and volunteers—up to 12 individuals per night—ensuring accuracy, efficiency, and high-quality customer service Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
Pre-Event:
Work with VP of Engagement and other Nightly Ticketing Managers to: Implement and manage the ticketing platform (online and on-site sales) Assist with procurement and setup of point-of-sale (POS) and ticket scanning systems Manage customer service calls and email inquiries related to ticketing Support development of dynamic pricing strategies, ticket tiers, and timed entry systems Monitor ticket sales and adjust capacity and availability as needed Coordinate fraud prevention measures, refund policies, and customer service protocols Develop and deliver training for frontline ticketing staff focused on customer service and system use Develop and manage staffing schedules based on projected attendance Coordinate with Event Management Team to ensure ticketing processes align with event flow and guest experience May include other duties as they arise assigned by the
VP of Engagement On Event Nights:
Supervise and coordinate all ticketing staff, contractors, and volunteers Oversee box office operations and entry gate processes to ensure efficiency and accuracy Monitor on-site ticketing operations and make real-time decisions to resolve issues Ensure accurate ticket scanning, validation, and reporting Provide leadership and support to staff and step into frontline roles as needed Address and resolve guest concerns related to ticketing in a professional and timely manner Ensure secure handling of financial transactions and equipment Step into operational roles as needed to support team effectiveness Supervise setup and teardown of ticketing areas, ensuring proper storage and security of systems and materials Reconcile nightly sales and generate financial and attendance reports in coordination with the VP of Engagement Coordinate with security and event leadership on any fraud, access, or crowd control issues
Post-Event:
Analyze ticketing performance, including attendance trends, revenue, and customer feedback Produce post-event evaluation reports and recommendations Assist with debriefing processes with the Event Management Team and VP of Engagement to improve future operations Success in this role will be measured by accuracy of ticketing operations, revenue performance, guest satisfaction, and effective coordination of ticketing staff and systems.
College-Wide Competencies:
INTEGRITY
•Demonstrates a strong commitment to ethical behavior, honesty, and transparency in all interactions within the college. Upholds the college's values, policies, and standards, and serves as a role model for others by consistently doing what is right, even when faced with challenges and pressures
EXCELLENCE
•Strives to achieve the highest standards of quality in all aspects of work, demonstrating dedication to continuous improvement, delivering quality results, contributing to the overall success of the college and its mission. RESPECT•Demonstrates an appreciation for the dignity of individuals within the college. Treats students, colleagues, and community members with kindness, fairness, and consideration to foster a welcoming culture. Respects differing viewpoints and contributes to a positive and collaborative work environment.
OPPORTUNITY
•Demonstrates the ability to recognize, create, and seize opportunities that contribute to personal growth, student success, and the advancement of the college's mission. Encourages and supports others in identifying and leveraging opportunities for improvement, innovation, and development. Actively seeks ways to maximize potential and foster a culture of continuous learning and progress.
HELPFULNESS
•Demonstrates a commitment to service by being approachable, responsive, and proactive in providing support to students, colleagues, the community, and environment (both physical and cultural) of the college. Fosters a positive and collaborative culture where individuals feel valued and empowered to seek assistance and resources. It helps create a culture of belonging and engagement in which students can learn and achieve success. Associate or Bachelor's degree in Business Administration, Hospitality, Event Management, Accounting, or a related field or equivalent combination of education and relevant experience. Demonstrated experience supervising staff, contractors, and/or volunteers in a fast-paced environment. Experience working with ticketing platforms and point-of-sale (POS) systems, including online sales and on-site transactions. Strong financial aptitude, including experience with cash handling, reconciliation, and reporting. Experience managing customer service inquiries and resolving guest concerns professionally and efficiently. Strong organizational and project management skills with attention to detail and accuracy. Ability to analyze ticket sales data and adjust strategies to optimize attendance and revenue. Excellent communication and interpersonal skills, with the ability to train and lead front-line staff. Ability to make timely, sound decisions under pressure. Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and scheduling tools.
Preferred education and experience:
Experience in ticketing operations, box office management, event operations, or customer service leadership. Experience with timed-entry or high-volume ticketed events. Familiarity with fraud prevention practices and refund policies within ticketing systems. Experience working in nonprofit, educational, or public event settings. Knowledge of accessibility considerations and ADA compliance in ticketing and entry processes. Experience with event reporting tools and CRM or donor/ticketing integration systems. CPR/First Aid certification (or willingness to obtain).
