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Sales & Marketing: Ticket Operations
Director, Ticket Operations - Cleveland Browns (Berea, OH)

Summary Description:

The Director, Ticket Operations is responsible for the management and operation of the Cleveland Browns ticket office.  It includes the execution of a business plan designed to support and maximize the organization’s ticket sales and service efforts.  Director will play a support role to the Sr. Director by managing a dedicated ticket operations staff in order to achieve organizational sales and revenue goals. This role will be integral in creating synergies within multiple business functions including sales, service, analytics, database, finance, IT and operations. Additionally, the Director is responsible for accomplishing the company’s performance expectations of the Ticket Sales & Service department based on an annually set budget. 


  • Constant focus on the future of ticket operations
  • Innovative thinker with passion for being on the forefront of the ticketing industry
  • Leader in technology with a drive to consistently keep the organization ahead of the curve within the industry
  • Direct and train a qualified ticket operations staff with the goal of  supporting all ticket sales efforts
  • Develop and implement short and long-term business plans
  • Mentor  ticket operations staff so that activity contributes to collective department goals
  • Work closely with Sales & Service staff members to provide the highest level of customer service for all season ticket holders
  • Act as primary liaison with Ticketmaster
  • Lead administrator for Archtics ticketing system
  • Coordinate ticket printing efforts for organization and directly communicate status, needs, etc. with all necessary Cleveland Browns departments
  • Ensure the security of the box office is maintained at all times; assume responsibility for all monies collected and provide appropriate personnel with detailed daily reports and ensure safety of monies at the end of each day
  • Upload and administer all events on the ticketing system; ensure the ticketing system records are maintained and accurate.
  • Administer efficient, accurate, and timely reporting mechanisms related to sales activity as well as budget pacing activity to be used by senior management
  • Maintain highest levels of communication with season ticket holders via direct contact and/or through the management of on-going communications
  • Ensure the development of qualified staff members in order to produce positive working environment and appropriately skilled employees
  • Maintain and achieve set personal goals as provided by the Sr. Director, Premium and Suites Sales & Service
  • Maintain accurate records in support of sales and service efforts as defined by the organization
  • Develop and manage department budget goals for operating expenses in a fiduciary manor
  • Manage all ticket inventory and communicate availability to sales staff members on a regular basis
  • Lead contact with the NFL league office regarding all topics specific to ticket operations and reporting
  • Develop synergies within multiple business units

Measurements of Success:

  • Advanced organization in ticketing technology efforts
  • Accurately forecasted business results
  • Created several new initiatives which helped add value to the season ticket holder
  • Served as a proper role model in professional sports in ticket operations
  • Assisted other departments with overall business objectives and operations
  • Assisted in the development of a strong staff who in their respective positions are league and sports team leaders
  • Effective manager
  • Strong written and oral communication skills
  • Executive presence
  • Team Player

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Sales & Marketing: Ticket Sales
Inside Sales Representative - Cleveland Browns (Berea, OH)

Overview: There are plenty of ways to “get your foot in the door” within the sports industry. But there is only one way to kick down the door and start your career! The Cleveland Browns Inside Sales team offers sales professionals the training, coaching, and environment to establish a successful career in professional sports.

The Cleveland Browns, under the ownership of Jimmy Haslam and the leadership of President Alec Scheiner, have established one of the most dynamic sales teams in professional sports. With newly renovated offices at the Berea practice complex and record growth in ticket sales over the last three years, the Browns are setting the standard in sports industry sales.

Members of the Inside Sales Program receive comprehensive training enabling them to sell a full menu of products including Season Tickets, Group Events, Suites, and Browns Hospitality. The Browns primary focus is to develop and promote the industry’s top performers from within Inside Sales and build successful careers in the sports industry.

Check out this video for a behind the scenes look at the Browns Inside Sales program

Description: Inside Sales Representatives work 40 hours per week and are responsible for 100 outbound calls each day. New business calls are intended to set appointments at the Browns newly renovated practice complex as well as make sales over the phone with a full menu of ticket products. In addition to day-to-day responsibilities, Inside Sales Representatives attend one networking event each week as well as team promotional events. Game-day responsibilities include prospecting at sales tables, servicing client accounts, and other duties as assigned.


  • High energy and positive attitude
  • Act as a role model within and outside the Cleveland Browns organization
  • Desire for learning and professional development
  • Strong work ethic with a competitive approach to exceeding goals and expectations
  • Meet department productivity standards

Essential Duties and Responsibilities:

  • Contact current and past customers and qualified sales leads to generate new sales
  • Ability to sell and up-sell, including but not limited to: season ticket plans, Browns hospitality and suites, as well as group packages
  • Responsible for working on a computerized ticketing system
  • Mail ticket orders and product information
  • Handle all facets of work associated with incoming customer inquiries for Cleveland Browns season ticket sales
  • Perform other duties as assigned

Experience, Education and Licensure:

  • Bachelor’s Degree
  • Strong customer service focus: project positive, helpful attitude and willingness to go above and beyond
  • Excellent communication skills (verbal and written) and active listening skills
  • Must be proficient in data entry and detail oriented
  • Flexibility to work shifts that include evenings and weekends
  • Ability to work well within a team environment, yet comfortable completing tasks independently
  • Self-starter with the ability to be creative within a structured environment

Knowledge, Skills, and Abilities:

  • Must be computer literate with knowledge of Microsoft Office applications (Word, Excel, Outlook) and demonstrate proficiency utilizing the Internet
  • Must have excellent communication skills, good grammar, voice and diction
  • Must have strong interpersonal skills and a team oriented spirit to provide exceptional service to our Browns fans
  • Ability to understand products and services, research and communicate information and record daily activities in a fast-paced environment

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Sales & Marketing: Event Operations/Management
Manager, Fan Experience & Special Events - Cleveland Browns (Berea, OH)

Overview: The Manager of Fan Experience & Special Events assists the department in managing day to day operations of the department, as well overall planning and execution of Cleveland Browns events and Alumni and Browns Backers outreach.  The manager reports to the director and has two full time direct reports.

Job Summary/Responsibilities:

  • Special Event Management – event pre-planning, operational planning, logistics and management of event staff & volunteers for special events including but not limited to Fan Fest, Draft Weekend, Training Camp, Employee Holiday Events, and planning of Alumni events, including the annual golf outing, legends dinner/luncheon and any other ancillary events that will arise throughout the calendar year.
  • Conduct research, collect venue, vendor, catering, A/V, gifting, transportation and lodging bids, make site visits, and find resources to help Director & VP make decisions about event possibilities.
  • Able to assign staff to specific events and roles within other events for best possible event outcome.
  • Collaborate and communicate with vendors, event site managers, internal departments, clients and guests from inception to close of event. 
  • Work closely with internal stakeholders to maximize overall event execution.
  • Prepare budgets and provide periodic progress reports to director for each event project. Keep track of event finances including check requests, invoicing, and reporting.
  • Creation of follow up surveys and thank you elements for guests/attendees.
  • Propose new ideas to improve the event planning and implementation process.
  • Operations – planning, organizing and execution of daily event department operations and management of all departmental assets.
  • Assist internal stakeholders with planning and execution of partner events including watch parties, tailgates, radio remotes and others, as assigned.
  • Assist with alumni appearance coordination for Browns business partners and local Northeast Ohio charitable organizations.
  • Assist with game day ticket program for Alumni (game tickets, suite, and premium club program).
  • Manage alumni game day appearances (media & partner/suite appearances)
  • Organize and plan annual alumni weekend (NFL) homecoming which includes, golf outing, owner’s reception and legends induction luncheon.

Leadership and Business Practice:

  • Demonstrate a service-oriented attitude along with outstanding guest service skills expected of all Cleveland Browns employees.  Set the example for job performance and service for event staff.
  • Routinely handle sensitive and confidential information and situations with professional judgment, discretion, and tact. 
  • Deliver timely coaching and praise to part time staff when appropriate. 


  • Bachelor’s degree or 5-7 years’ experience in Events related field.Must have great communication skills.
  • Must have a working knowledge of cost estimating and budgeting.
  • Knowledge of e-mail, Microsoft Word, Power Point and Excel required.
  • Must be able to work well with a variety of different departments within Browns organization.
  • Must be available to work varied days and hours, which may include weekends and holidays.
  • The employee is frequently required to lift up to 20 pounds.
  • Must have reliable transportation to/from work and events.

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Future Notification Only - NFL Teams (Various Locations, US)

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