Senior Director of Ticket Operations

Senior Director Of Ticket Operations

The Senior Director of Ticket Operations provides leadership and oversight for all ticketing and box office operations for H-E-B Center at Cedar Park and Texas Stars, ensuring accurate event builds, seamless ticket sales execution, and exceptional customer service. The Senior Director is a working director role, requiring active involvement in departmental operations in addition to staff leadership. This role manages workflow collaboratively, assigning and completing work alongside the one full-time direct report to ensure fair workload distribution and timely outcomes.

• Lead box office and ticket operations with a focus on accuracy, efficiency, and customer service.
• Manage and mentor one full-time box office team member.
• Act as in-house expert of Ticketmaster suite of products, including Archtics as superuser, Host, TM1, TM Entry, and mobile technology.
• For events acting as box office lead, issue audits and settlement reports and serve as the primary ticketing liaison between promoter/client/tenant.
• Interpret audits and reports for colleagues and clients.
• Execute prompt and accurate event builds, including seating manifests, price scalings, audits, inventory management, discounts, presales, and dynamic pricing.
• Adapt quickly to last-minute change requests and ticket build adjustments with accuracy and promptness.
• Ensure all ticket and box office operations comply with company policies, event contractual obligations, state/federal laws, and sport tenant league mandates.
• Serve as primary liaison between the company and Ticketmaster.
• Collaborate with Booking and Marketing departments to monitor ticket sales goals as requested.
• Analyze sales trends and reports to identify sales opportunities and operational improvements, sharing insight with leadership.
• Utilize purchase history and ticket redemption history to resolve credit card chargeback inquiries.
• Oversee parking events through third-party systems and provide operational and quality control oversight to the venue's parking operator.
• Act as the main facilitator for end of event/season reconciliations and daily reporting with the Finance team.
• Collaborate across departments including but not limited to Booking, Marketing, Event Services, Parking Operations, Food & Beverage, and Arena Operations to support event success.
• Cultivate and maintain relationships with promoters, sport tenants, Ticketmaster, and parking operator.
• Support Guest Services team with ticket resolution to ensure a positive guest experience.
• Resolve customer service issues involving guests, promoters, or tenants with professionalism and care.

• Bachelor's or Associate's degree preferred.
• 6 to 8 years of progressive experience in ticket operations within arena, stadium, performing arts center, or large public assembly facility where large scale live sport and entertainment events are hosted.
• Demonstrated hands-on experience with Ticketmaster suite of products is required.
• 3 to 5 years of supervisory experience managing a team.
• Working knowledge of venue booking procedures and event life cycles from on sale to settlement.
• Exceptional attention to detail with the ability to ensure accurate event set-ups while maintaining high levels of data accuracy and consistency.
• Demonstrated experience managing ticketing revenue reconciliation, including sales reports, audits, and end of event settlements.
• Familiarity with ADA seating regulations and best practices for special accommodations.
• Proven ability to lead full-time and part-time team members in fast-paced, high-volume environments.
• Ability to manage confidential and sensitive information while maintaining a high level of trust and integrity.
• Professionalism and a proactive, solution-oriented approach to challenges.
• Proficiency in Microsoft Office Suite with strong working knowledge of Excel.
• Must be a driven, self-starter who works well without significant oversight.
• Willing and able to work a non-traditional schedule, including nights, weekends, and holidays.

While performing the duties of this job, the employee is required to stand, walk, sit, use…