Director, Ticket Operations

Nycfc • New York, NY

3d • $95,000 - $115,000 • Hybrid

About The Position

New York City FC (NYCFC) is looking for an experienced professional to lead and oversee its ticket operations department and function as the club embarks on the opening of Etihad Park in 2027. In 2026, the club will continue to play home matches across multiple venues: Yankee Stadium, Citi Field and possibly Sports Illustrated Stadium. At the same time, planning is already well underway for 2027 and beyond. This position will offer an unprecedented opportunity to shape the ticket operations strategy for the first soccer-specific stadium ever built in the city of New York.

Requirements

• Minimum 10-12 years of experience in the sports and entertainment industry, specifically in ticket operations
• Experience in working across multiple venues within a single season
• Experience in planning/opening a new venue
• Strong operational knowledge of Ticketmaster Archtics
• Bachelor’s degree in Business, Sport Management, Marketing, or related field preferred; or equivalent combination of education and experience
• Proven ability to lead teams in a fast-paced, revenue-driven environment
• Effective leadership and interpersonal skills, with the ability to engage professionally across all levels
• Demonstrated ability to manage budgets and present information clearly to stakeholders
• High attention to detail, accuracy, and problem-solving capabilities
• Customer service-oriented, with a commitment to client engagement at every level
• Proficient in Microsoft Office (Excel, Word, Outlook) and internet-based ticketing applications
• Self-motivated and able to multitask effectively
• Applicant must be able to comply with MLS Next Safety and Well-Being policy and any other applicable child safety policies provided to applicants by New York City FC
• Ability to handle a fast-paced, high stress environment
• Ability to work both autonomously and as a member of a team
• Ability to work flexible hours, including evenings, weekends, and holidays, as necessary

Nice To Haves

• Previous experience with Salesforce CRM a plus but not required

Responsibilities

• Oversight of all back-office ticketing operations from event and plan creation through to fulfillment including but not limited to: Creating events/packages/memberships, price codes/levels, seating inventory/capacities, holds/kills, taxes/fees, donation elements, one-off promo offers/flash sales, unique rules by game. Addons: Loaded value, parking, premium experiences. Venue/manifest mapping/adjustments – full house vs. special/non-game events, copying settings between seasons/venues.
• Management of a staff of two full-time employees, with potential for additional staff beyond 2027.
• Oversight of existing soccer manifests for matches at Yankee Stadium, Citi Field and Icahn Stadium.
• Oversight of all Event Ticket & Box Office Operations: Staffing /Will Call Operations/Nightly Reconciliation/ Final Match Settlement report to Finance. Oversight to expand to all non-soccer events and concerts at Etihad Park starting in 2027.
• Liaise with Tickets.com and Sports Illustrated Tickets to ensure accuracy of manifests built and maintained with Ticketmaster at Citi Field and Sports Illustrated Stadium respectively.
• Liaise with Ticketmaster, Live Nation and other event promoters for non-soccer event ticket operations at Etihad Park.
• Lead the development & implementation of efficiency opportunities within the Ticket Operations Departments and in collaboration with Ticket Sales, Marketing and Finance departments.
• Contribute to the development of all external facing ticketing initiatives, including: Digital Ticketing and Ticketmaster efficiency opportunities (Event Builds /System Access/New /Controls) and continued development & expansion of an online buying experience.
• Assist in the distribution of all pertinent policy communications & updates.
• Design, implement and execute the overall ticket operations plan.
• Manage the ticket operations staff on a day-to-day basis to ensure that all ticket responsibilities are fulfilled.
• Assist in the management of the ticket operations department budget.
• Work with colleagues from other departments within the organization to ensure that all possible revenue and efficiency opportunities are achieved.
• Assist in the strategic planning of long‐term ticket sales programs and initiatives.
• Remain aware of trends in the industry and marketplace.
• Represent club at INTIX.
• Ensure a high level of customer service at all events.
• Perform supervisory responsibilities in accordance with the organization's policies and applicable laws, including but not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and resolving issues and concerns.

Benefits

• Excellent health, dental & vision insurance, with options to fit you and your family’s needs
• Comprehensive and competitive benefit programs, including maternal & paternal leave
• Ancillary benefits: Commuter, pet insurance, gym membership, and Citi Bike discounts
• Four complimentary tickets to every NYCFC home match
• Team outings, happy hours, and annual staff gatherings to celebrate our co-workers
• A dynamic, ambitious, and fun work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Director