Director of Ticket Operations

Baylor University•Waco, TX

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 role is responsible for building and evaluating ticket office operations, enhancing customer service, and creating efficient processes. It supports the department mission through the sales, distribution, and accounting of tickets to Baylor Athletic events. The position requires a self-starter who can multitask and prioritize effectively, communicate and organize well, work collaboratively in a stressful environment, and contribute to a positive team environment in support of Baylor Athletics’ mission, Something Greater. The position includes potential travel to road games, preseason and postseason play, Big 12 championships, NCAA Championship events, and other events or responsibilities directed by the supervisor.

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.
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.
Flexibility to work evenings, weekends, and holidays as needed.
Proficiency in Microsoft Office Suite.
Understanding of NCAA and Big 12 or P4 rules and regulations.
Must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

Division I ticket office experience.
Paciolan ticketing software experience.

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 an industry-leading ticketing and customer service experience for fans and partners by phone, online, and in person.
Work with the revenue generation team to build, analyze, and share data supporting 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.
Assist with duties as assigned and take a team-oriented approach.
Take leadership of assigned sports and manage them 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 inventory management, including tracking voided tickets.
Act as a game-day manager and oversee game-day operations, 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 continually improve ticket processes and operations.
Perform other duties as assigned to support Baylor’s mission.