Director, Ticket Operations

Chicago Fire•Chicago, IL

About The Position

The Director of Ticket Operations will lead Chicago Fire FC’s ticketing operations, systems, inventory strategy, reporting, financial controls, box office operations, and event execution. Reporting to the Chief Ticketing Officer, this leader will oversee the Club’s ticketing ecosystem, partner closely across Revenue and key business functions, and help build the operational foundation for McDonald’s Park. This is a unique opportunity to lead a major ticketing transformation - delivering seamless operations today through Ticketmaster Archtics while guiding the transition to SeatGeek Unify and preparing for the Club’s new stadium in 2028. Success in this role means delivering best-in-class ticket operations today while helping build one of the most modern and scalable ticketing operations in professional sports.

Requirements

Bachelor's degree required.
6+ years of progressive ticket operations experience within professional sports, live entertainment, venue management, or a comparable industry.
Demonstrated success leading a Ticket Operations department or comparable operational function in a high-volume environment.
Deep expertise with Ticketmaster Archtics required.
Proven experience managing ticket inventory, event configuration, financial reconciliation, reporting, and box office operations.
Strong understanding of how ticket operations supports revenue strategy, premium seating, memberships, and the overall fan experience.
Exceptional project management, organizational, analytical, and problem-solving skills.
Demonstrated ability to manage multiple complex priorities simultaneously while maintaining exceptional attention to detail and consistently meeting critical deadlines.
Proven ability to work independently, exercise sound judgment, and make thoughtful decisions in a fast-paced, evolving environment with minimal direction.
Collaborative leadership style with a proven ability to influence, build consensus, and establish trusted relationships across Revenue, Finance, Marketing, Stadium Operations, Technology, and external partners.
Advanced proficiency in Microsoft Excel and experience leveraging data to drive operational and business decisions.

Nice To Haves

Experience with SeatGeek Unify or another enterprise ticketing platform is a plus.
Experience leading complex operational initiatives such as ticketing platform implementations, venue openings, or enterprise technology projects preferred.

Responsibilities

Lead the Club's Ticket Operations department, overseeing all ticketing operations, systems, policies, and event execution.
Recruit, develop, and lead a high-performing Ticket Operations team while fostering a culture of accountability, collaboration, and continuous improvement.
Partner closely with the Chief Ticketing Officer, Vice President of Ticket Sales, Service & Operations, and Vice President of McDonald's Park Sales & Service to align operational priorities with the Club's evolving business objectives.
Serve as the operational owner of the Club's ticketing platforms, leading Ticketmaster Archtics today while guiding the successful transition to SeatGeek Unify.
Oversee event builds, manifests, inventory architecture, pricing configuration, payment plans, promotions, user permissions, and system governance across all events.
Partner with Ticketmaster, SeatGeek, and third-party technology providers to implement enhancements, integrations, and operational improvements that increase efficiency and scalability.
Manage ticket inventory, financial controls, operational reporting, and League reporting while partnering with Revenue leadership to maximize ticket revenue and inventory utilization.
Partner with Finance on reconciliations, settlements, payment plans, taxes, and account compliance.
Develop reporting and operational insights that enable informed business decisions and support organizational performance.
Lead ticket operations and box office execution for all Chicago Fire matches and Club-supported events.
Serve as the senior operational contact for complex ticketing issues while partnering with Stadium Operations, Guest Experience, Security, venue partners, and promoters to deliver an exceptional fan experience.
Develop scalable operating procedures, staffing models, and service standards that support MLS matches, concerts, international events, and future programming.
Lead the operational planning and implementation of the Club's ticketing strategy for McDonald's Park, including systems, workflows, staffing, and operational readiness.
Lead cross-functional projects involving multiple business units, vendors, and technology platforms while balancing long-term strategic initiatives with flawless day-to-day execution.
Continuously evaluate emerging technologies, industry best practices, and process improvements to ensure Chicago Fire FC remains at the forefront of ticketing operations.
Perform other duties and special projects as assigned.