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United Center | Director, Box Office Operations | Chicago, IL


Background

The United Center, home of the Chicago Blackhawks and Chicago Bulls, is the largest arena in North America seating over 20,000 for sporting events and concerts. Since opening in 1994, the United Center has welcomed over 55 million guests and has hosted over 200 events each year. Amongst the top arenas in the country, the United Center has hosted events ranging from the 1996 Democratic National Convention to worldwide tours like The Rolling Stones, Eric Clapton, Bruce Springsteen and the E Street Band, Paul McCartney, U2, and The Who. The United Center has also played host to numerous NCAA events to include the Big Ten Men’s Basketball Tournament, Men’s NCAA Basketball Tournament, Men’s NCAA Frozen Four as well as non-music and sporting events to include Ringling Brothers and Barnum & Bailey Circus, Disney on Ice and Cirque de Soleil.

Owners Jerry Reinsdorf and Rocky Wirtz continue to invest in the United Center and the developing area which is situated on Chicago’s near westside. Most recently, the United Center has taken on a $200M capital renovation program that has included the following additions:

  • The United Center East Addition: A 2016 extension of the arena which includes:
    o   20,000 square foot atrium which serves as a unique multi-use for a variety of special event functions.
    o   120,000 square feet of office space that serves as home for United Center, Bulls, Blackhawks, At Your Service and Levy employees.
    o   10,000 square foot retail space where fans and visitors can find Bulls and Blackhawks apparel – coined the “Madhouse Teamstore” – provides an interactive retail experience specific to both teams and Chicago.
    o   10,000 square foot state of the art Box Office – featuring concierge type customer service to assist all fans attending United Center events.

  • The Advocate Center: A 16,000 square foot practice facility for the Chicago Bulls built in 2014.

  • MB Ice Arena: The 2017 Chicago Blackhawks Community Rink, a 125,000 square foot dual rink building that serves as the Blackhawks home practice facility and will host youth and community hockey events, public skates and elite level hockey tournaments in addition to fundraising and special events.  

In Summer 2019, the United Center has plans in place to install a state-of-the-art scoreboard and updated sound system. The scoreboard will be almost four times larger than the current one, and will be the largest of that high-screen quality among all NBA and NHL arenas.

These additions have evolved the United Center and the surrounding properties into a campus environment, well positioned for continued growth. The vision of the United Center is to not only be a world class arena, but to further evolve the United Center campus and its surrounding facilities into a year-round destination.

Any interested candidates should contact Turnkey Search directly. Contacting the United Center will only delay consideration of your qualifications.

 Position Summary:

The Director of Box Office Operations is primarily responsible for managing the day to day operations of the Box Office. This includes assisting with the oversight and management of Box Office employees, such as acting as a liaison to IATSE Union Local 750 (Ticket Sellers). The Director will serve as an internal champion for the further development of the Box Office operation, establishing training and development, customer service and operational programs aimed to provide exemplary service to internal and external customers.

The Director is responsible for all setup, maintenance and management of all ticketed events, including the implementation of ticket sale procedures for all events in a manner consistent with a high guest service standard, the development of training programs that supports organizational goals, and a customer service program that elevates service standards for guests and internal customers. The Director will also be responsible for establishing relationships with local and national promoters to ensure the successful functions of events, on-sale preparations and processes, inventory management, event implementation and audits as required for settlement.

Duties and Responsibilities:

  • Support the Senior Director with all day to day operations and administration of the United Center Box Office.

  • Establish and uphold standards of performance and expectation for the United Center’s significant Box Office workforce, including assisting with the oversight and management of employees and serving as liaison with IATSE Union Local 750 (Ticket Sellers) and their associated collective bargaining agreement.

  • Ideate, develop and maintain an industry-leading customer service program that elevates both the forward-facing service standards for guests and visitors as well as internal customers.

  • Develop and implement training programs for Box Office personnel that supports organizational goals and professional development.

  • Serve as a champion for compassionate people development, training and exemplary communication with an unrelenting customer service mentality.

  • Evaluate current internal processes and procedures to identify opportunities to create more efficiency that directly support internal and external organizational guest service standards.

  • Serve as Manager on Duty for the Box Office during assigned events.

  • Settle financial ticket revenue with promoter for assigned concerts; serve as an activate participant in budgeting, accounting, record-keeping, reconciliation and the further development of audit practices and procedures.

Qualifications, Skills and Education Requirements:

  • Bachelor’s Degree (B.S.) from a four-year college or university or 2 to 4 years of related experience and/or training; or equivalent combination of education and experience.

  • 10-15+ years’ experience managing a box office, including all aspects of event creation, budget and personnel management.

  • Experience in venues with 200+ events and/or multi-tenant venues strongly preferred, but not required.

  • Proven expertise in all Ticketmaster systems, including but not limited to, TM Host, TM Archtics, TM Fanuser, TM One and the EMT event management software.

  • Proven leadership experience with innate passion for people development and relationship-building.

  • Ability to interpret and translate complex and abstract diagrams into accurate manifestations of arena seating.