Director of Ticket Operations & Analytics

Job Requisition:

JR101816 Director of Ticket Operations & Analytics (Open)

Job Posting

Title:

Director of Ticket Operations & Analytics

Department:

CC00326 WM001 | ATHL | Ticket Office

Job Family:

Staff
- Communications

Worker Sub-Type:

Regular (benefited)

Job

Requisition Primary

Location:

Kaplan Arena

Primary Job Posting

Location:

Posting Location
- William & Mary

Job Description

Summary:

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.

• 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.

Job Description:

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:

• 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.

• 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…