Director of Ticket Operations

Baylor University•Waco, TX

22h

About The Position

The Director of Ticket Operations reports directly to the Assistant AD, Ticket Operations and supports the ticket office, sales, and fundraising. The position is responsible for building and evaluating ticket office operations, improving customer service, and creating streamlined, efficient processes. The Director supports Baylor Athletics’ mission by assisting with the sale, distribution, and accounting of tickets to Baylor Athletic events. The role oversees full-time staff, mentors and develops employees, and provides a high-quality ticketing and customer service experience to fans and partners. The Director manages assigned sports and their ticket operations, including renewals, sales, online ticketing, inventory, and game-day activities. The position also supports special events, collaborates with revenue-generation teams and administration, maintains relationships with alumni, donors, former student-athletes, and external stakeholders, and ensures accurate records and compliance with applicable institutional, conference, and NCAA policies. The position may require travel to road games, preseason and postseason play, Big 12 championships, NCAA Championship events, and other events or responsibilities assigned by the supervisor. Baylor eligible employees receive a benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and automatic retirement contributions.

Requirements

Bachelor’s degree in Sports Management, Marketing, Business Administration, or a related field.
Two years of ticket office experience; Division I ticket office experience is preferred.
Paciolan ticketing software experience.
Exceptional written and verbal communication skills, with a strong focus on customer service and donor experience.
Strong attention to detail, accuracy, and organizational skills.
Ability to prioritize responsibilities and meet deadlines in a fast-paced environment.
Proficiency in Microsoft Office Suite.
Understanding of NCAA and Big 12 or P4 rules and regulations.
Currently authorized to work in the United States on a full-time basis.

Responsibilities

Assist the Assistant AD, Ticket Operations with managing ticketed sports, special events, and ticket sales.
Oversee full-time staff and mentor and develop employees.
Provide ticketing and customer service to fans and partners by phone, online, and in person.
Work with the revenue-generation team to build, analyze, and share data for informed, strategic decisions.
Build and maintain positive relationships with alumni, donors, former student-athletes, and external stakeholders.
Communicate with administration about ticket sales, orders, revenue, promotions, and related matters.
Take leadership of assigned sports and manage their ticket operations in their entirety.
Manage the renewal process, including ticketing-system setup and follow-up on balances due and failed payments.
Oversee renewal timelines, single-game sales, and revenue-generating initiatives.
Manage online sales and webpages that support ticket sales.
Assist with ticket inventory management, including tracking voided tickets.
Act as a game-day manager and oversee game-day activities, including students, recruits, player guests, and sales.
Help build and manage special events hosted by Baylor University.
Maintain accurate ticket records and ensure compliance with institutional, conference, and NCAA policies and procedures.
Prioritize and complete projects in accordance with departmental policies, procedures, and timelines.
Stay informed about industry trends and best practices to improve ticket processes and operations.
Perform other duties as assigned in support of Baylor’s mission.
Travel as needed to road games, preseason and postseason play, Big 12 championships, NCAA Championship events, and other assigned events or responsibilities.
Work evenings, weekends, and holidays as needed.