Assistant Manager - Ticketing COP28

To work in a team supporting the development and delivery of ticketing operations and visitor services for a number of ticket box offices across the Expo City Dubai site to support the COP 28 event.

The main responsibilities for this role include:

Operational Responsibilities:

• Assist in the management and coordination of the operations of the multiple ticket box offices across Expo City Dubai, that will sit in the Education & Culture Structure
• Lead a team of supervisors, agents, and attendants to ensure all Ticketing services for COP 28 are delivered in the respective ticket sales station on time, to agreed scope and to provide an exceptional Ticketing experience to the visitor
• Lead in all Ticketing related services for ticket sales per demand and ticket check/resolution, in coordination with other COP 28/Expo City Dubai functional areas for maintenance or replacement of assets, providing end of shift documentation and handover to next shift, as well as the enforcement of COP 28/Expo City Ticket Terms & Conditions and policies and procedures
• Support in reconciliation reports for all on-site ticket sales; preparing daily reports and documentation related to all sales, fulfilment requests and processes
• Support and brief staff on crowd & queue management for COP28 while coordinating with different functional entities such as Security and Community Management
• Liaise with the Ticketing Service Provider for the maintenance and functionality of the sales/fulfilment hardware and software
• Keep the operations running consistently while delivering an exceptional level of service and leading on health and safety management at the spaces, ensuring that all company policies and procedures are adhered to, specifically to include all responsibilities and accountabilities associated with the Expo City Dubai Health and Safety Policy and assurance standards
• Support with the preparation of a suite of documents covering all areas of operations, including but not limited to:
          - Ticketing Operating Plan
          - Operating Procedures
          - Daily Run Sheets
          - Operational Checklists
          - Emergency Action Plans
          - Radio Fleet Maps
• Assist supervisors with managing staff and areas at the box offices and entry plazas, taking the role of Manager as and when required.
• Be empathetic to visitor concerns, and be able to offer effective solutions to complaints and potential confrontational situations
• Liaise closely with other functional entities within the venues or working at a central level with the Central Delivery Team,
• Community Services, Security Operations, and Commercial partners
• Participate in daily briefings and debriefings
• Deliver operational reports at a supervisory level to the senior management team

People Responsibilities

• Provide visible leadership and support across the organization to key stakeholders and specifically to the ticketing operational teams, providing effective line management to direct reports.
• Be able to manage all visitor-facing staff delivering services during the daily operations
• Monitor and manage performance of individual direct reports and actively manage key personnel issues and ensure that all workforce acquire the required skills and knowledge through appropriate learning and development programs, delivering training when required

4+ years of ticketing and/or operations management experience, working on a previous major event programme or equivalent high density visitor attractions such as theme parks, museums, or exhibitions with specific experience related to ticketing as well as:

• A university/college degree
• Experience leading a team of 15+ employees, utilizing excellent communication skills
• Knowledge of attractions ticket sales, admission control and guest group service operations
• Experience in assisting with developing, writing and enforcing operational policies and procedures
• Ability to react to and thrive in an actively changing work environment using complex problem solving, common sense and strong interpersonal skills
• Experience working in a multi-cultural organization, GCC region desirable
• Previous experience in managing ticketing sales and operations
• Ability to build a network across Expo City Dubai Education & Culture teams and key internal/external stakeholders
• Skilled project manager, methodical thinker, with superior guest service focus and excellent written and verbal communication skills
• Business case development / options analysis
• Knowledge of ticketing-related technical skills such as cash-handling, accounting, reconciliations, and point of sales systems.
• Bilingual (English and Arabic)