About the job

Summary

Reporting to the Executive Director of Ticket Services & Operations, the Manager of Loyalty and Ticket Technology is responsible for the strategy, implementation, and operations surrounding the loyalty and benefits platform afforded to Nationals Fans by the team. This includes not only the maintenance of the current platform and its associated technical components, but also the growth and evolution of the platform, any future vendor changes, and strategic initiatives that are specific or tangential to loyalty and benefits at Nationals Park.

The Nationals are a military-friendly organization actively recruiting veterans and spouses.

Essential Duties And Responsibilities

System & User Management

• Master the use of Provenue ticket system, MLB Ballpark app, Fortress Loyalty platform, VenueNext, TSYS and Bypass Points of sale, and any other associated software or hardware relevant to the Nationals Loyalty platform.
• Setup and supervise the training of all users of the loyalty platform’s front and back ends ensuring appropriate access based on departmental needs and company policies.
• Develop detailed training plan and standards for users of the loyalty platform to streamline future training and onboarding. Training will include combination of in person, digital, interactive and online components in an effort to help users learn, retain and maintain new information and processes on a high level.
• Work with outside vendors on the development and integration of new technologies for use with the loyalty platform and ensure that users are trained on their use/application.
• Support the Ticket Sales and Ticket Service departments in the mitigation and resolution of any technical issues related to the loyalty platform.
• Assist in the implementation and creation of any marketing promotions and ticket initiatives that feature a loyalty component.
• Manage relationships with outside vendors relevant to the loyalty platform, including being the main PoC for the loyalty vendor used at any given time (currently Fortress)
• Work with BPO to ensure access control is tested and operating in conjunction with the ticket system prior to scheduled events.
• Manage the loyalty relationship with the relevant vendor as it relates to loyalty, currently encompassing RCR, Jr. Nats, and eCASH

Financial & Reporting Responsibilities

• Work with Finance department to review and audit the reconciliation of all forms of payment taken in through the Loyalty platform and its integrators.
• Become fluent in all Loyalty related reporting, including but not limited to virtual currency issuance and usage, point issuance and usage, and attendance reporting
• Adhere to departmental budget; report and submit yearly budget and projections.
• Work with ticket system and credit card processor in the reconciliation of outside disputes and fraud cases.
• Participate in internal and external auditing and generate all associated financial reporting or backup as needed.

Other

• Assist the Exec. Director, Ticket Services & Operations in relevant loyalty and/or technology projects whenever necessary.
• Ability to work cooperatively with others and provide support in the accomplishment of joint tasks and common departmental and organizational projects/objectives.
• Other duties as assigned.

Requirements

Minimum Education and Experience Requirements

• Bachelor's degree
• 3 to 5 years of Event/Sports/Ticketing experience
• 3 to 5 years of experience with computerized ticketing systems (i.e. Tickets.com, Ticketmaster)

Required

Knowledge, Skills, and Abilities necessary to perform essential functions

• Proven record of maintaining high level of technical skills, keeping current with emerging loyalty and ticketing trends both technically and interpersonally.
• Must have excellent oral and written communication skills as well as excellent reporting skills as it relates to Excel, Tableau and SQL.
• Consistently exhibits courteous, respectful, non-defensive and appropriate communications and presents information in a concise and understandable format.
• Excellent organizational abilities to handle multiple tasks, establish priorities, consistently meet deadlines and operate under pressure.
• Attention to detail including excellent time management.

Preferred

• Team and/or sports experience. Knowledge of MLB policies and procedures.
• Prior experience with the Tickets.com Provenue ticketing system as well as the Fortress platform or comparable loyalty/benefits platform.
• Prior experience with mobile entry, digital ticketing and technology.

Physical/Environmental Requirements

• Working conditions are normal for an office environment. Requires onsite weekend and/or evening work in accordance with scheduled events within the ballpark.
• Gameday: Job requires employee to function in a high activity and heavily crowded outdoor professional sports venue. May work at heights. Employee will be exposed to inclement weather of varying degrees. While performing the duties of this job, the employee is regularly required to stand for long periods of time, walk long distances, and climb up/down stairs. The employee is required to stoop, kneel, crouch, or sit and must lift and/or move up to 45 pounds.

All applicants for employment at the Washington Nationals are required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment will be required to produce proof of vaccination status prior to their first day of employment. Applicants with qualifying disabilities or bona fide religious objections may be exempted from this requirement or otherwise accommodated if they are unable to be vaccinated.