Assistant/Associate Director of Ticket Operations & Customer Service

University of Virginia

18d

About The Position

The University of Virginia is a highly competitive Division I program committed to academic and athletic excellence. The Department of Athletics at the University of Virginia is now accepting applications for the position of Assistant/Associate Director of Ticket Operations and Customer Service to support the Athletics Ticket Office. The Assistant/Associate Director of Ticket Operations and Customer Service supports the Athletics Ticket Office’s ticket operations, data analytics, digital marketing, and customer service efforts and provides direct oversight of women’s basketball and/or baseball ticket operations. They will supervise events staff and act with autonomy when making decisions about planning and implementing events and logistics. The Athletics Ticket Office strategies reflect a concerted effort to provide excellent customer service, maximize ticket sales revenue, and increase attendance to sports or athletics related events to support the Department of Athletics and its mission.

Requirements

Proficiency with ticketing software
Ability to work independently and prioritize work driven by the Athletic Department schedule of events and the needs of the Athletics Ticket Office.
Ability to present a professional demeanor while delivering a high level of internal and external customer service.
Ability to quickly learn and communicate departmental policy.
Effective verbal and written communication skills.
Ability to perform multiple tasks and responsibilities in an efficient manner.
Ability to communicate clearly and effectively.
Ability to demonstrate strong interpersonal skills in interactions with all UVA and Athletics Department staff, outside community including fans, visitors, and other constituencies especially during events.
Ability to work some evenings and weekends based on the schedules of football and other assigned sports.
Must possess strong organizational skills and the ability to supervise ticket office staff.
Education: Bachelor's degree or combination of education, experience, and or certifications in lieu of degree requirement.
Experience: 1+ year of relevant experience.

Nice To Haves

Previous experience within an NCAA Power-Four Ticket Office (2+ years)
Prior knowledge and experience with Paciolan Ticketing Software (2+ years)
Knowledge of CRM and data analytics systems (i.e. Salesforce)

Responsibilities

Direct oversight of Women’s Basketball and/or Baseball ticket operations and assists the ticket operations for all other ticketed sports and digital parking.
Manage ticket operations for assigned sport(s) including programming, renewals, invoicing, seat relocations, digital ticketing management, and postseason processes.
Assists in the day-to-day functions of the ticket office and supervision of part-time and student ticket office staff.
Oversee and supervise ticket sales and customer service issues at box office windows and on-site; balances and reconciles ticket sales made on-site at events.
Support the planning and implementation of events and logistics.
Assist in the management of ticket sales deposits and financial reconciliation processes.
Conceptualize, implement, assess, and continually improve event management policies and procedures to enhance participants' experiences.
Responsible for event creation, presentation and maintenance, pre-event sales, game-day sales preparation, ticket operations, and post-event reconciliation for assigned events.
Advise on and resolve sensitive issues and requests, consulting leaders to resolve issues with fans, donors, and/or athletics department stakeholders.
Support the development of data analytics strategies in partnership with other revenue generation units to maximize revenue opportunities.
Oversee and reconcile ticket office financials in conjunction with the Athletics Business Office.
Coordinate with various internal units including the Virginia Athletic Foundation, Marketing, Communications, Facilities, Virginia Sports Properties, Business Office, and team personnel.
Ensures the fulfillment of contractual agreements for game tickets and the approval and distribution of complimentary tickets.
Ensures compliance with NCAA, ACC, and University rules and regulations governing ticket accounting, admissions, and benefits.
Performs other duties as assigned to build support for and add value to the objectives and goals of the unit, Department of Athletics, and University.
Provide exemplary customer service to internal and external constituencies through phone, face-to-face, live chat, text, and email interactions in a timely and professional manner.