Director of Ticketing and Patron Services

Position Announcement

The Director of Ticketing and Patron Services provides department head leadership and oversight authority for all ticketing and front-of-house operations at Utah Tech University, overseeing systems, staffing and patron experience across a Division 1 athletics program, performing arts, community and commercial event and large-scale campus events. This role is responsible for leading the evolution, effectiveness, and long-term vision of the ticket office as it grows to support and expanding campus and increasing event activity.

Reporting to the Executive Director of Event Services, this position supervises Full time staff members and up to 150 part time and student employees. The Director acts as the primary liaison to Athletics, Fine Arts, Utah Tech Student Association and external partners regarding ticketing, event access, patron experience and customer service standards.

The Director provides strategic leadership and operational oversight for ticketing services and is expected to be present during major on-sales and live events to support staff, ensure service quality and address issues in real time.

• Serve as the primary leader for ticketing operations, policies, systems and procedures, ensuring alignment with Event Services goals and institutional standards.
• Oversee and manage daily Ticket Office operations ensuring professional, consistent service across athletics, performing arts, UTSA events, commercial rentals and other campus wide activities.
• Oversee recruitment, hiring, training, scheduling and supervision of 2 – 5 full time staff and up to 150 part‑time, student, and seasonal staff, including ticket agents, house managers, ushers, ticket scanners, hospitality and guest relation staff.
• Develop Staffing Plans, Event checklists, financial workflows, and standard operating procedures for the ticket office and front‑of‑house operations across all campus venues ensuring both current operational needs and anticipated growth are met.
• Serve as the lead system administrator for the University's ticketing platform (Currently Paciolan); and associated ticketing technologies including event builds, seating manifests or modifications, pricing structure and implementation, seat hold management, subscriptions, permissions and reporting.
• Maintain strong relationships with ticketing vendors and partners; oversee hardware, software, scanners, printers, ticket stock, the University's ticketing website and technology troubleshooting with the IT Department.
• Ensure accurate and timely reconciliation of event settlement reports, deposits, payroll and fiscal documentation in compliance with university, state and federal policies.
• Ensure adherence to PCI standards, cash handling protocols, and audit readiness.
• Oversee front‑of‑house operations for all campus venues, ensuring consistent standards for ushering, house management, bag check, ticket scanning, accessibility, and customer service.
• Maintain and update ticketing web pages, patron resources, digital ticketing workflows, and mobile ticketing support.
• Support ticketing‑related planning for revenue generation, pricing implementation, customer experience improvements, fiscal accountability, and operational efficiency.
• Collaborate with Athletics, Fine Arts, Marketing & Communications, UTSA and other campus partners, and with the Executive Director of Event Services on ticketing‑related planning, policy implementation and customer service standards.
• Implement and document operational changes, improvements, and compliance updates.
• Lead the Ticket Office in a lean operational environment, modeling accountability, adaptability and teamwork during peak periods.
• Perform other duties as assigned.

• Bachelor's degree in a related field.
• Minimum of five years of progressive professional experience in ticketing operations within athletics, performing arts, venues or live events.
• Demonstrated experience supervising and developing ticket office staff in a live‑event fast‑paced environment.
• Hands‑on experience with a computerized ticketing system, including event setup, reporting, settlements and day‑of‑event…