Associate Director of Ticket Operations

Description

 

Associate Director of Ticket Operations

Unit: Athletics                                Position Number:  50020053

FLSA Status: Exempt                     Supervisor: Associate AD for Ticket Operations

Date: September 26, 2022

General Description:

This position is to assist and serve as an extension of the Associate Athletic Director for Ticket Operations in the management and leadership of the athletic department’s ticketing operation. The ticketing operation handles the single largest source of revenue for the Athletics Department thus requiring the associate director to function in a number of leadership roles as defined by the Director including, but not limited to those relating to fiscal responsibility, customer service, game-day operations, sport specific ticketing operations, management for back-office ticketing software setup and troubleshooting. This individual will supervise 2 full time employees. In addition, provide customer service, conflict resolution, and enforcement of NCAA and SEC regulations related to ticketing for intercollegiate athletics.

Qualifications

 

Duties and Responsibilities:

• Internet Sales
  • Responsible for the software setup of all aspects related to internet sale of all athletic tickets – including season renewals, new season sales, individual game sales, and post-season ticket sales.  Setup includes publishing online applications for season renewals and post-season sales to internet. Responsible for troubleshooting when system is not functioning properly, monitoring inventory, maintaining all messages on AllVols.com site (including those describing the event, instructions on carrying out the sale, and sales confirmation emails), and communicating internally as to what is on sale, on line.  Takes responsibility for customer service questions that phone operators are not able to answer or solve.  Is ticket office liaison with  ticketing software company contact to address questions, concerns, problems related to online sales and setup.
• Multiple Season Set-Up
  • Setup or maintenance of the facility manifest and map, confirming seating inventory, set up of pricing tables, set up events, set up season event, set up price levels and price types, coordinate with development on ticket limits for home and away games, import donor information for men’s and women’s athletics, set up applications for the internet, confirm donor status is correct, set up post-season events and post-season applications for online. Set up ticket formats for individual game tickets, “run” donor priority for allocation of away and individual game tickets, set up sale controls for access by telephone and front-counter customer reps, prepare individual game sales for telephone and front-counter sales.  
• Women’s Basketball
  • Responsible for the season set up of ticketing software for assigned sport, which includes the setup of season ticket applications, the setup of sale controls for access by telephone and front counter customer reps, and preparation of individual game sales for telephone and front counter sales.
  • Enforces NCAA regulations at approximately 20-40 home and away athletic contests to include recruits, high school coaches, players’ families, general public, boosters, and donors. Provides conflict resolution and authorizes any corrective actions.
  • Reports any potential SEC and NCAA rules violations to the Associate AD of Ticket Operations or Associate AD for Compliance.
• Report Generation
  • Primary responsibility for the generation of reports used by ticket office, marketing staff, athletic development staff, alumni development staff, and external operations staff by writing report requests using the ticketing software to obtain the desired information.  Reports are used to identify various target audiences for the dissemination of information by telephone, email, mail or text messages, to identify trends, to determine annual and historical sales of tickets, etc. and other duties as assigned.
• Other duties as assigned.

Required Qualifications:

Education:

Bachelor’s Degree is required; Master’s Degree in Sports Management is preferred.

Experience:     

At least 3-7 years, full-time experience working in a Collegiate Athletic Ticket Office. 5-7 years, full-time experience working in a Collegiate Athletic Ticket Office is preferred.

Skills:   

• Knowledge of Ticketmaster (Archtics)Ticket System applications.

• Knowledge of NCAA rules as they pertain to intercollegiate ticket operations.

• Ability to communicate, both orally and in writing, with varied constituents; general public, students, coaches, administrators.

• Excellent organizational and customer service skills.

• Ability to make independent decisions; no supervision.

• Ability to handle cash, checks and credit card sales.

• Ability to handle multiple tasks simultaneously in fast-paced work environment.

• Ability to travel as required.

Behaviors:

Demonstrated behavioral expectations include:

• Unquestioned integrity and trustworthiness
• Adherence to University, Southeastern Conference, and NCAA rules and regulations
• Commitment to the Athletics Department and University’s mission
• Flexible to various scheduling to include nights, weekend work and some holidays
• Ability to work with diverse populations in a positive manner
• Commitment to the Athletics Department and University’s mission

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position.  Employees may be directed to perform job-related tasks other than those specifically presented in this description.

System Human Resources, Conference Center Building, Suite 115, 600 Henley Street, Knoxville, TN 37996    Phone: (865) 974-5420    Fax: (865) 974-9602

Job
  Executive/Administrative 
Primary Location
  US-Tennessee-knoxville 
Organization
  Athletic Dept Administration 
Schedule
  Full-time 
Campus/Institute  Knoxville 
Job Posting
  Oct 3, 2022, 12:00:00 AM