Senior Director of Ticket Operations

Position Title: Senior Director of Ticket Operations
Status: Full-Time, Salaried, Exempt
Department: Ticketing
Supervisors Title: Assistant Vice President of Ticketing
Work Schedule: Monday - Friday 8:00AM - 5:00PM; special event hours, including nights and weekends, as required

Job Purpose and Function

Under the general supervision of the Assistant Vice President of Ticketing, the Senior Director of Ticket Operations is responsible for assisting with the facilitation of all ticket operations of the 12th Man Foundation, with a key focus on managing Football ticket operations. In addition, the Senior Director will serve to provide support to the Assistant Vice President of Ticketing in all aspects of ticket operations and will take a significant lead in the execution of season ticket renewal processes. This individual will also provide system support and exceptional customer service in accordance with the mission of the 12th Man Foundation.

Essential Functions and Responsibilities

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Leadership

• Mentor, coach and direct work of subordinate ticket office staff.
• Facilitate training and communication to ticket office & 12th Man Foundation staff.
• Participate in the development and support of the Foundation’s strategic plans.

Ticket Operations

• Collaborate with AVP of Ticketing to manage football ticket operations including system set up, renewals, printing, inventory management and communication with Texas A&M Football operations, and opposing teams.
• Ensure annual renewal applications for three primary renewal cycles are fully tested and prepared for successful launch.
• Manage regular and post season planning and implementation in coordination with AVP of Ticketing and the sport supervisor.
• Assist AVP of Ticketing with managing premium inventory for multiple sports.
• Manage, perform and train others on ticketing system (Paciolan) processes including season setup, bulk processes, and online ticket sales offers.
• Lead integrations and support of external sales systems including Vet Tix, FEVO, SeatGeek, etc.
• Oversee secondary market ticket integration, processes, and reconciliations.
• Oversee ticket digital printing and delivery to season ticket holders and single game ticket buyers.
• Responsible for reporting, audits, attendance reports and ad hoc reports as needed.
• Oversee fraud risk management/assessment and ticket resale policy processes.
• Oversee scanner and access management.
• Collaborate with other Ticket Office staff to ensure system data is accurate.
• Coordinate Production Calendar and Email Schedule.
• Assist with student ticket operations, as needed.
• Utilize systems (Paciolan, Eloqua, Salesforce) to enhance ticket operation processes.
• Assist in the development and implementation of ticket sales strategies and creative ticketing promotions in coordination with Athletic Marketing.
• Facilitate proper communication and willingness to assist with projects in a team environment.
• Adherence to Policies & Procedures:
  • Ensure adherence to ticketing rules and regulations as established by the NCAA, SEC and Texas A&M University Athletics Department
• Phone coverage as assigned.
• Event duties as assigned.
• Other duties as assigned.

Special Event Ticket Operations

• Assist with implementation of processes for hosting special events for all non-intercollegiate athletic events ticketed and held at university athletic venues.
  • Inclusive of seating and pricing configurations, pre-sales, public on sales, and coordination with external constituents.

Qualifications

• Bachelor’s degree and/or combination of previous related experience
• 7+ years related experience, preferably in Ticket Office Administration at Division I institution or major professional sports organization
• Proficiency with ticketing systems, preferably Paciolan, and Microsoft Office suite
• Expertise with Automated Ticket Processing
• Ticket marketing and sales experience preferred
• Ability to commit to a structured weekly schedule and willingness to be flexible based on projects or events requiring weekend, holiday, and evening hours
• Ability to travel as needed to complete duties and responsibilities

Competencies

Work Environment

Varied work environment including office, athletic venues, indoor and outdoor locations, vehicular travel, and exposure to loud noises and various weather conditions. Night and weekend work and travel is required.

This job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. The Foundation reserves the right to change this job description and/or assign additional tasks for the employee to perform. The 12th Man Foundation is an equal opportunity employer.