Director of Ticket Operations & Strategy; Fairfield University

Director, Ticket Operations & Strategy

Fairfield, Connecticut

Playfly Sports is looking for a Director, Ticket Operations & Strategy to join our team in Fairfield, Connecticut.

The Director of Ticket Operations is responsible for directing all ticket operations aspects including ticketing for varsity sports and other third-party events. The position manages our Sr. Consultant of Sales and Service as well. Duties include creating and managing manifests within Paciolan, taking and processing orders, handling checks and credit cards, and processing payments on Paciolan systems. This position is also responsible for processing of the annual audit as it relates to ticketing.

Duties also include executing game day ticket operations for all ticketed sports, management of game day workers, overseeing will call and pass lists, troubleshooting technical issues and assisting with customer service needs.

• Utilize a nondiscriminatory approach that provides equal opportunity for employment and advancement, embracing and encouraging employees’ differences, and championing an environment where every team member feels valued
• Manage and create manifests, execute program best practices and procedures, manage season renewals, inventory management and a-z program building within Paciolan
• Train, supervise, monitor, manage and evaluate staff performance on an ongoing basis
• Lead, motivate, develop and retain staff for future succession within the company
• Deliver weekly reporting to Playfly Aspire and Fairfield leadership
• Management of ticketing hardware and software, including periodic upgrades
• Manage the day-to-day operations of the Athletics Ticket Office
• Provide highest level of customer service to all internal and external customers
• Manage opening and closing procedures of the Ticket Office
• Manage game night events and select on sale dates
• Manage Paciolan programming and functionality for university revenue ticket sales webpage
• Assist Fairfield Athletics in Strategy and Industry Best Practice sharing
• Manage the components of the Paciolan Contract
• Ensure adherence to all Company Policies, including an acute focus on the Diversity, Equity and Inclusion and Discrimination and Harassment policies, engaging with Human Resources as appropriate
• Create and implement ticket office policies and procedures following University and NCAA audit guidelines and state law
• Reconcile the Paciolan ticketing system with the University’s finance team
• Manage the preparation of various internal and external financial reports
• Manage all accounting functions within department including budget transfers, payroll deductions, refund checks, etc.
• Manage year end reconciliation
• Manage budget development forecasting and oversight of all Athletics ticket revenue and expenses as well as select balance sheet accounts
• Create data rich reporting using eQuery and Excel to provide revenue goal tracking and renewal success
• Develop and maintain relationships with off campus representatives regarding any events held at the athletics venues
• Serve as department liaison with students, faculty, staff, Alumni Association and the general public
• Communicate with the Conference on ticket distributions for any regular or post-season events
• Other job-related duties as assigned

• Bachelor's Degree preferred
• Minimum 3-5 years of ticket operations experience (in a college athletics setting strongly preferred)
• Knowledge of Paciolan 7, eQuery and eVenue ticketing and reporting systems required
• Highly organized with an ability to manage multiple tasks with minimal supervision in a fast-paced environment
• Effective communication skills
• Ability to understand policy implications of accounting rules
• Ability to speak, hear, and interact verbally with clients, guests, and University personnel both over the phone and in person at the window
• Ability to effectively present information and respond to questions from groups of managers, employees, customers and the general public
• Ability to read and write reports, business correspondence and procedure manuals
• Ability to contribute to the maintenance of good working relationships with all members of the division
• Possess attention to detail, ability to remain calm under pressure, and ability to demonstrate supervisory and leadership skills
• Must be able to problem-solve and make decisions quickly and with knowledge and authority
• Ability to exhibit the highest professional standards and ethical behavior with regard to adherence to NCAA Conference, University, and the Department of Athletics Code of Ethics and rules and regulations
• Belief that a culture that encourages collaboration, flexibility, equity and fairness that enables individuals to contribute to their full potential, feel valued, and supported is key to success; personally, professionally and for the company
• Ability to work evenings, weekends, and/or holidays as required
• Knowledge of HTML for coding eVenue
• Excellent computer skills with proficiency in Microsoft…