Manager, Ticket Operations and Donor Services

Job Title

Manager, Ticket Operations and Donor Services

Fairfax, VA (On Site Required)

Full-Time (1.0 FTE, 40 hrs/wk)

The Manager, Ticket Operations and Donor Services will oversee ticketing services for assigned sports and serve as the primary liaison to the Athletics donor community for priority seating, renewal, and seat allocation during Men’s and Women’s Basketball. This role enhances the constituent experience by aligning ticketing and philanthropic processes, supporting the priority points system, coordinating financial aspects between ticketing and development, and contributing to long‑term planning related to annual fund operations and system integration.

Ticket Operations Management & Customer Support for Assigned Sports:

• Serve as the primary ticket operations contact for assigned sports (Men's or Women's Soccer, Baseball, and additional ticketed programs).
• Build events and set up tickets, including seat inventory management/manifest maintenance, pricing, ticket distribution, and fulfillment.
• Ensure accurate and efficient execution of ticket reporting and reconciliation for assigned programs.
• Collaborate with ticket sales, operations, and development teams to support the annual renewal cycles.
• Provide exceptional customer service to donors, season ticket holders, and premium customers.
• Serve as a problem solver for complex account situations involving both ticketing and development components.

Donor Services Management:

• Serve as a primary operational liaison for Green Coat Society & AND 1 Club members during annual ticket renewals.
• Manage donor communications related to renewals, seating, benefits, and priority points.
• Coordinate seat selections, adjustments, and administration of priority seating processes.
• Assist with benefit fulfillment and provide high‑touch customer service to priority constituents.
• Administer and maintain the athletics priority points system, including donor inquiries.
• Support retention‑focused communications and annual fund initiatives as needed.

Financial Reconciliation & Reporting Support:

• Assist with coordination and reconciliation of financial information related to ticket and annual fund activities.
• Coordinate payment tracking across units.
• Collaborate with business and development offices as needed.
• Ensure accuracy and clarity in revenue reporting tied to constituents and programs.

Event Management:

• Manage all game‑day ticketing operations for assigned sports.
• Set up auxiliary box offices, maintaining proper cash‑handling procedures.
• Transport materials and set up events.
• Work with Event Management staff to ensure communication and security needs are met.
• Manage player‑guest admissions, media pass list, recruit admissions, and will‑call and game‑day ticket sales while maintaining adherence to NCAA regulations.
• Ensure secure transportation of monies to and from the Athletic Ticket Office.
• Maintain accurate records for attendance calculations.

Employee Supervision:

• Hire, train, and manage student ticket office workers and student event attendants.

• Bachelor’s degree in a related field, or an equivalent combination of education and experience.
• Experience in a ticket office, preferably a Division I athletic department.
• Demonstrated experience in ticket operations.
• Knowledge of ticketing software, preferably Ticketmaster/Archtics.
• Customer service mindset with strong oral, written, and interpersonal communication skills.
• Demonstrated organizational skills.
• High level of attention to detail.
• Ability to manage multiple priorities, timelines, and projects.
• Ability to work with and serve a diverse community.
• Willingness to work as part of a collaborative team.
• Demonstrated ability to work on projects independently, as well as within a team.
• Demonstrated ability to oversee student staff.
• Proficiency with Microsoft Office.
• Ability to work flexible hours, including evenings and weekends.
• Must currently possess an appropriate, active, valid motor‑vehicle operator’s license that meets all of GMU’s requirements for operating state vehicles and equipment under Mason’s Vehicle Use Policy 1411. The Office of Risk Management reserves the right to…