Director of Ticket Operations & Analytics

Director of Ticket Operations & Analytics

The Director of Ticket Operations and Analytics is responsible for the development and execution of the annual ticket revenue plan, including new season ticket sales, renewals, premium seating sales, group sales, and single-game ticket packages. This position oversees the processing of phone, walk-up, and online ticket orders; coordinates maintenance and support for all ticket office technology systems; and manages the preparation, planning, and fulfillment of ticket orders.

The Director of Ticket Operations and Analytics collaborates cross-functionally with departmental leadership, the ticket office, marketing, communications, and external partners to drive revenue growth and deliver a unified fan experience. In addition, this position is responsible for producing weekly, monthly, and seasonal revenue reports, as well as developing key analytical reports that identify incremental revenue opportunities. This position also supervises hourly staff.

Performance Expectations:

• Serve as department expert and thought leader on ticket operations strategies and the athletic department interface with fans during the ticketing process.
• Drive revenue growth through data-informed ticket sales strategies.
• Deliver accurate, timely reporting and actionable insights.
• Maintain high standards of customer service and operational efficiency.
• Ensure staff development, accountability, and performance management.
• Maintain compliance with financial, operational, and institutional policies.

Required Qualifications:

• Bachelor's degree or an equivalent combination of education, experience, and training.
• Previous experience with cash handling.
• Previous experience scheduling staff members for office coverage.
• Demonstrated competency with spreadsheet, database management and word processing software specifically Microsoft Word, and Excel.
• Basic accounting skills.
• Exemplary customer service skills.

Preferred Qualifications:

• Knowledge of Paciolan or other ticketing software.
• Knowledge of financial record-keeping methods, procedures and practices
• Demonstrated problem solving and strategic thinking skills.
• Demonstrated ability to prioritize, identify critical issues and work towards results.
• Additional coursework in accounting, sports management or other related.
• Some supervisory experience.
• Previous experience working in college athletics or box office.

Conditions of Employment:

• Work schedule includes frequent evenings and weekends as well as overnight travel to sporting events.
• This is a restricted position subject to availability of funding.

Job Duties:

40% - Ticket Operations Leadership & Strategy:

• Lead the development and execution of ticketing strategies, including season ticket renewals, new sales, group sales, and promotional initiatives.
• Oversee pricing structures, packaging, and inventory management to maximize revenue
• Partner with external sales teams (e.g. Aspire) and internal stakeholders to drive ticket sales performance.
• Establish policies and procedures to ensure operational efficiency and consistency.
• Serve as the primary authority on ticket operations, ensuring alignment with departmental and organizational goals.
• Provide strategic oversight of all ticket office operations across ticketed sports.

20% - Data Analytics, Reporting & Revenue Optimization:

• Lead the collection, analysis, and interpretation of ticket sales data to inform decision-making.
• Develop and deliver comprehensive sales and revenue reports, forecasts, and dashboards to deepen leadership understanding of where sales and revenue currently stands, where we are projected to go, and how we are benchmarking against previous campaigns.
• Use analytics to identify trends, optimize pricing strategies, and improve customer segmentation and targeting.
• Maintain and oversee the integrity of ticketing databases and reporting systems.
• Collaborate with department and campus partners to ensure accurate revenue tracking, reconciliation, and compliance.

20% - Ticket Office Management & Operations:

• Oversee day-to-day ticket office functions, including system setup, event builds, and order fulfillment.
• Ensure accurate configuration and maintenance of events, pricing, and ticket inventory in Paciolan.
• Manage ticket distribution processes, including digital/mobile delivery and physical ticketing.
• Oversee allocation and fulfillment of sponsor, complimentary, and special ticket requests.
• Ensure compliance with cash handling, financial controls, and audit procedures
• Provide on-site leadership during athletic events and special events, including nights and weekends.

10% - Staff Leadership & Development:

• Lead, supervise, and develop full-time, part-time, and student ticket office staff.
• Oversee hiring, onboarding, training, and scheduling processes.
• Establish clear performance expectations and provide regular coaching and feedback.
• Foster a customer-focused culture and ensure high service standards across all interactions.

10% - Systems, Technology & Process Improvement:

• Oversee ticket office…