Director, Ticket Solutions

Responsibilities

• Fan Identity & Connected Commerce Strategy
• Support and execute the organization’s long-term strategy to grow identified fans in attendance who transact across all transaction types.
• Create frictionless fan experiences through technologies including mobile wallet integrations, facial recognition entry, mobile ordering, connected payments, and retail experiences.
• Collaborate cross-functionally to ensure ticketing, commerce, sponsorship, marketing, stadium operations, and premium hospitality are aligned to overall organizational objectives.
• Develop future loyalty and rewards strategies designed to incentivize fan behaviors and drive repeat engagement.
• Ticketing & Revenue
• Support day-to-day ticket solutions strategy, including inventory management, distribution, secondary market operations, and ticket technology integrations.
• Partner with pricing and analytics teams to optimize pricing strategies, including future implementation of micro-pricing initiatives designed to maximize per-seat revenue opportunities.
• Drive initiatives that increase digital payment and expand identified fan data opportunities throughout the ticket purchase and fan journey.
• Technology & Product
• Serve as a primary liaison with MLB regarding ticket technology, MLB Ballpark app functionality, commerce initiatives, and fan engagement strategy.
• Partner closely with MLB product teams to support future system enhancements, app development, and emerging venue technology initiatives.
• Manage and optimize third-party integrations across ticketing systems, mobile applications, payment solutions, POS systems, access control systems, and venue commerce platforms.
• Support implementation and operational execution of evolving fan experience technologies, including loyalty and membership integrations, mobile ordering, and in-app wallet functionality.
• Data & Reporting
• Develop insights and reporting that support organizational decision-making across ticketing, marketing, sponsorship, premium hospitality, and venue operations.
• Leverage fan and transaction data to personalize fan engagement, sales, retention, and loyalty strategies.
• Monitor and evaluate KPIs related to fan identity growth, transaction conversion, digital payment adoption, purchase behavior, and overall venue commerce performance.
• Help establish measurable benchmarks and operational goals tied to long-term fan growth and revenue objectives.

Qualifications/Requirements

• Bachelor's degree required; degree in Business, Product Management, Digital Commerce, Information Systems, Marketing, Technology Management, or a related field preferred.
• 5–8+ years of experience in digital product operations, product strategy, digital customer experiences, and revenue-driving commerce initiatives.
• Demonstrated experience managing or implementing complex technology ecosystems, including ticketing platforms, mobile applications, payment systems, POS integrations, or CRM systems.
• Strong analytical and problem-solving skills with experience leveraging data to drive efficiencies, fan engagement strategies, and revenue initiatives.
• Advanced proficiency in written and visual communication, with the ability to clearly communicate and synthesize complex ideas and information to diverse audiences across the organization.
• Proven ability to manage cross-functional projects involving product teams, external vendors, technology partners, and internal stakeholders.
• Experience working with business intelligence tools, dashboards, reporting systems, and KPI development.
• Strong understanding of consumer behavior and customer experience.
• Willing and able to work on a non-traditional schedule including nights, weekends and holidays as needed.
• Experience navigating complex digital ecosystems where technology platforms, digital rights, and product ownership are shared across multiple stakeholders is preferred.
• Familiarity with league-governed digital environments and team-level digital commerce strategies is a plus.
• Professional sports, live entertainment, or venue technology experience preferred.