Director of Ticket Operations & Service

Position Title: Director of Ticket Operations & Service
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 Director of Ticket Operations & Service is responsible for assisting with the facilitation of all ticket operations of the 12th Man Foundation, with a key focus on managing Men’s Basketball ticket operations.

This role also provides oversight of Ticketing Event Assistants, internal ticketing services for Athletic Department Staff and12th Man Foundation Staff, University affiliated faculty and staff, Lettermen’s Association and other Special Accounts.

In addition, the Director of Ticket Operations & Service will have oversight of ADA ticket operations, provide system support and serve as the main point of contact with the Donor Service Center to provide 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.

• Mentor, coach and direct work of subordinate ticket office staff.

• Collaborate with AVP of Ticketing and Senior Director of Ticket Operations to manage Men’s Basketball ticket operations including system set up, renewals, printing, inventory management and communication with Texas A&M Men’s Basketball operations and opposing teams.

  • Manage all aspects of season ticket renewals and single game strategies for Men’s Basketball and any other assigned sport(s).

  • Supervise game day ticket operations.

• Manage and perform ticketing system (Paciolan) processes including season setup, bulk processes, and online ticket sales offers.

• Ensure annual renewal applications for three primary renewal cycles are fully tested and prepared for successful launch.

• Oversee all Americans with Disabilities Act (ADA) ticket operations with daily management by the Customer Service Manager.

• Utilize systems (Paciolan, Eloqua, Salesforce) to enhance ticket operation processes

• Collaborate with 12th Man Foundation marketing and communications staff to ensure ticket related communications to donors and season ticket holders are accurate and timely.

• Oversight of Special Accounts with daily management by the Customer Service Manager.

• Assist with ticket/parking digital printing and delivery to season ticket holders and single game buyers.

• Ensure both the general and staff ticket email folders are being answered in a timely manner in conjunction with other ticket office staff that are managing the inboxes on a daily basis.

• Work closely with Ticket Office Leadership group on planning and executing day-to-day operations of ticket office.

• Serve as main contact and provide support to the Donor Services Center in handling ticket-related calls.

• Assist with and provide oversight, as needed, for the hiring, scheduling, training, and development of Ticketing Event Assistants (TEAs).

• Serve as main point of contact for daily deposit including settlements and reconciliation in conjunction with Finance.

• Oversee chargeback process – review of transactions, disputes, and resolution.

• Assist with reporting, audits, attendance reports and ad hoc reports as needed.

• Assist Senior Director of Ticket Operations with fraud risk management/assessment and ticket resale policy processes.

• In collaboration with Business Intelligence team, assist with seat selection (Ballena) processes ensuring that ticket-related controls and data flows between systems are accurate and that seat selection/upgrade processes are well executed.

• If needed, serve as primary liaison for internal ticketing services, including Athletic Department staff, 12th Man Foundation Staff, University faculty and staff ticket requests.

  • Ensure adherence to internal policies and procedures are followed as it relates to complimentary tickets for athletics and 12th Man Foundation Staff.

  • In coordination with Athletics HR, promptly update ticket system and other records appropriately when staffing updates are required.

  • Collaborate with sport managers to execute season and postseason renewals for internal staff

  • Annually verify status of University faculty and staff accounts to determine football season ticket eligibility prior to renewals.

• Serve as the liaison between Texas A&M Lettermen’s Association on ticket related needs.

• Assist with staff training as needed.

• Adherence to Policies & Procedures:

  • Ensure adherence to ticketing rules and regulations as established by the NCAA, SEC, Americans with Disabilities Act (ADA), and Texas A&M University Athletics Department.

• Facilitate proper communication and willingness to assist with projects in a team environment.

• Phone coverage as assigned.

• Event duties as assigned.

• Other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree and/or combination of previous related experience

• 5+ years related experience in Ticket Office Administration at Division I institution or major professional sports organization

• Proficiency with ticketing systems, preferably Paciolan, and Microsoft Office suite

• Proficiency with SalesForce, Eloqua, and FEVO 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

Communication, Verbal and Written= The ability to communicate effectively with others using both the written and spoken word

Organized= Possessing the trait of being organized or following a systematic method of performing a task

Detail Oriented= The ability to pay meticulous attention to all aspects of a situation or task

Customer Oriented= The ability to take care of the customers’ and donors' needs while following organizational procedures

Adaptability=The ability to adapt to changes in the workplace

Energetic= Ability to work at a sustained pace and produce quality work

Teamwork= Willingness to support coworkers and do whatever needs to be done to complete projects and tasks as an organization

Time Management= Ability to utilize the available time to organize and complete work within given deadlines

Working Under Pressure= The ability to complete assigned tasks under stressful situations, while remaining calm and portraying a high level of respect and professionalism

PHYSICAL DEMANDS

Stand-F

Walk-F

Sit-F

Manually Manipulate-F

Reach Outward-F

Reach Above Shoulder-O

Speak-F

Climb-O

Crawl-O

Squat/Kneel-O

Bend-O

Lift/Carry or Transport

10lbs or less-C

11-20 lbs-F

21-50 lbs-O

51 or more-N

Push/Pull or Transport

10lbs or less-F

11- 25lbs-O

26-40lbs-O

41lbs or more-N

N (Not applicable), O (Occasionally), F (Frequently), C (Constantly)

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.