Assistant Director of Ticket Operations

About the role

The Assistant Director of Ticket Operations assists with the management of the daily operations of the ticket office. They coordinate with the Director of Ticket Operations to manage and supervise all ticket office operations including planning, compliance, systems, security, game-day operations, back-office management of the Paciolan ticket software, and customer service. Additionally, they are responsible for the hiring, training, and scheduling of 15-20 temporary customer service representatives.

Responsibilities

• Aid in the day-to-day operation of the ticket office and customer interactions (phone, email, and in-person).
• Daily customer service work, overall supervision of ticket operations personnel, and game day operations for all sports.
• Organizes, manages, and completes special projects.
• Collections and analysis of data, creation of reports, review and explanation of trends; formulation and evaluation of alternative solutions and recommendations to achieve the goals of the program or function.
• Serves as the point of contact for student ticketing, including working with campus personnel.
• Analyzes and interprets policies; development, revision, and implementation of procedures.
• Ensures consistent standards relating to the procurement of tickets and audit procedures for ticketing operations are upheld by all ticketing employees.
• Creates and implements plans to ensure security of information transmitted in ticketing, credit card processing, and related systems.
• Maintains ticketing systems and provides training to new employees.
• Creates and implements plans, processes, and procedures and oversees customer interactions to ensure superior customer service.
• Sells, assigns, and distributes season and group tickets.
• Arranges admission for members of the game opposition, Athletic Department personnel, players’ family and friends, and sponsors as well as arrange for issuance and admission of complimentary ticket holders.
• Manages season renewal process for all ticketed sports.
• Ensures the security of the Ticket Office’s technology such as selling computers, scanners, card readers devices etc.

Requirements

• Bachelor’s degree
• One or more (1+) years of related ticketing or operations experience

Skills

• Ability to prioritize work and multi-task
• Excellent organizational skills
• Ability to take initiative and ownership of projects
• Written and verbal communication skills
• Exercise sound judgment in making decisions
• Relevant subject matter knowledge

Benefits

Rice University HR | Benefits