Program Service Specialists supports the strategic development, implementation, and management of specific business programs, processes, and strategic priorities of the US Sponsorship ticket portfolio. Provides a client-centric, consultative, and solutions-oriented approach to ticket administration and full pipeline management for portfolio of high impact ticket utilization. This role works with multiple key stakeholders working collaboratively to support the goals and objectives of the business area.
This person serves as a subject matter expert for the DTickets program and performs a variety of tasks related to advancing the program, including planning, coordination, and management of business projects. The Business Program Specialist regularly assesses and addresses complex business issues. They are responsible for effective teamwork and communication, and must foster a positive, collaborative work environment and effectively leverage resources to deliver quality work.
Program delivery responsibilities include acting as a trusted Tickets SME, KPI and reporting and analytics, collaborating to more closely integrate our services, improve quality, remove redundancies, and increase efficiencies.
Primary Duties and Responsibilities
- Ticket Administration & Project Coordination
- Consult and driving ticket administration process on behalf of US Sponsorship to understand terms and project plan approach to enable ticket optimization.
- Monitor reporting and analyze utilization based on ticket allocations against goals/metrics and providing updates on usage
- Administer Ticket Management System (TMS) by entering all games/events. Monitor activity and send approval or rejection notifications to request PPMDs, along with any specific communication necessary
- Arrange/coordinate distribution of tickets
- Collect and summarize feedback from venue users, troubleshoot as necessary, and communicate as necessary
- Leads the planning and implementation of projects including timelines and risk mitigation
- Reports on progress to all stakeholders; project progress, problems and solutions and direction to support project team
Ticket Program and US Sponsorship Strategy
- Apply assessment, design, and implementation techniques for priorities to enable continuous performance and improvement
- Develop a strategic lens to further the Ticket strategies both from a business and technical standpoint to support stakeholders, services, and programs.
- Develop presentations for all audience levels demonstrating storyboarding techniques using data, customer insights and industry knowledge; live and virtual presentations required
- Develop program administration deliverables including implementation playbooks, catalog of communications and change management documents, training presentations, and leadership walking deck presentations
- Develop, support and sustain performance measurement analytics that will monitor program operations performance
- Build a deep understanding of internal and external leading industry practices and standards of performance
- Act as a trusted business advisor to help advance, implement, and achieve program objectives and desired outcomes; use business and subject matter expertise to provide practical and relevant ideas and insights.
- Supporting the planning and execution process for strategic or specified business projects including: data gathering/analysis, development of deliverables, managing documentation support, logistics, performance tracking, training, pilots, focus groups, user acceptance testing (UAT), and general monitoring and reporting.
Ideal Candidate:
- Flexibility working hours during peak season
- Develop and maintain close working relationship to ensure strategic directives are being communicated and implemented though program leadership
- Establish relationship as an expert advisor to stakeholders. Stays knowledgeable of client and internal priorities to build /administer Ticket Management pipeline
- Collaborate with the Sponsorship Team to construct a scheduling strategy process, with ability to scale across multiple events
- Champion change management and awareness of change ticket process/people/technology
- Host and project manage regular national ticket administrator team calls
- Drive leadership requirements by upholding policies, changes and compliance requirements
- Produce relevant Ticket and Event communications, customized by event
- Ensure SOP documents are current and achieve Deloitte standards
Required Qualifications:
- Bachelor’s or Associate’s degree in hospitality, business or related area preferred
- Minimum of 3 years of related work experience in an operations/customer service environment; hospitality (e.g. hoteling, meetings/events, concierge) concentration is strongly preferred
Preferred Qualifications:
- Strong technical skills, including advanced competency in hospitality and event applications and Microsoft Excel
- Travel Requirements: < 25% annually
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $60,000 to $123,200
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
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