Director of Ticket Operations & Analytics

Job Requisition:
JR101816 Director of Ticket Operations & Analytics (Open)

Department:
CC00326 WM001 | ATHL |
Ticket Office

Job Description Summary:
The Director of Ticket Operations and Analytics is responsible for the development
and execution of the annual ticket revenue plan, including new season ticket sales, renewals, premium seating sales, group sales, and
single-game ticket packages. This position oversees the processing of phone, walk-up, and online ticket orders; coordinates maintenance and
support for all ticket office technology systems; and manages the preparation, planning, and fulfillment of ticket orders.

The
Director of Ticket Operations and Analytics collaborates cross-functionally with departmental leadership, the ticket office, marketing,
communications, and external partners to drive revenue growth and deliver a unified fan experience. In addition, this position is
responsible for producing weekly, monthly, and seasonal revenue reports, as well as developing key analytical reports that identify
incremental revenue opportunities. This position also supervises hourly staff.

Performance Expectations
* Serve as department
expert and thought leader on ticket operations strategies and the athletic department interface with fans during the ticketing process.
*
Drive revenue growth through data-informed ticket sales strategies.
* Deliver accurate, timely reporting and actionable insights.
*
Maintain high standards of customer service and operational efficiency.
* Ensure staff development, accountability, and performance
management.
* Maintain compliance with financial, operational, and institutional policies.

Job Description:

Required Qualifications:

• Bachelor’s degree or an equivalent combination of education, experience, and
  training.
• Previous experience with cash handling.
• Previous experience scheduling staff members for office
  coverage.
• Demonstrated competency with spreadsheet, database management and word processing software specifically Microsoft Word,
  and Excel.
• Basic accounting skills.
• Exemplary customer service skills.

Preferred
Qualifications:

• Knowledge of Paciolan or other ticketing software.
• Knowledge of financial record-keeping methods,
  procedures and practices
• Demonstrated problem solving and strategic thinking skills.
• Demonstrated ability to prioritize,
  identify critical issues and work towards results.
• Additional coursework in accounting, sports management or other
  related.
• Some supervisory experience.
• Previous experience working in college athletics or box
  office.

Conditions of Employment:

• Work schedule includes frequent evenings and weekends as well as overnight
  travel to sporting events.
• This is a restricted position subject to availability of funding.

Job Duties:

40% – Ticket Operations Leadership & Strategy:

• Lead the development and execution of ticketing strategies,
  including season ticket renewals, new sales, group sales, and promotional initiatives.
• Oversee pricing structures, packaging, and
  inventory management to maximize revenue
• Partner with external sales teams (e.g. Aspire) and internal stakeholders to drive ticket
  sales performance.
• Establish policies and procedures to ensure operational efficiency and consistency.
• Serve as the primary
  authority on ticket operations, ensuring alignment with departmental and organizational goals.
• Provide strategic oversight of all
  ticket office operations across ticketed sports.

20% – Data Analytics, Reporting & Revenue Optimization:

• Lead the
  collection, analysis, and interpretation of ticket sales data to inform decision-making.
• Develop and deliver comprehensive sales and
  revenue reports, forecasts, and dashboards to deepen leadership understanding of where sales and revenue currently stands, where we are
  projected to go, and how we are benchmarking against previous campaigns.
• Use analytics to identify trends, optimize pricing
  strategies, and improve customer segmentation and targeting.
• Maintain and oversee the integrity of ticketing databases and reporting
  systems.
• Collaborate with department and campus partners to ensure accurate revenue tracking, reconciliation, and
  compliance.

20% – Ticket Office Management & Operations:

• Oversee day-to-day ticket office functions, including
  system setup, event builds, and order fulfillment.
• Ensure accurate configuration and maintenance of events, pricing, and ticket
  inventory in Paciolan.
• Manage ticket distribution processes, including digital/mobile delivery and physical
  ticketing.
• Oversee allocation and fulfillment of sponsor, complimentary, and special ticket requests.
• Ensure compliance with
  cash handling, financial controls, and audit procedures

• Provide on-site leadership during athletic events and special
  events, including nights and weekends.

10% – Staff Leadership & Development:

• Lead, supervise, and develop
  full-time, part-time, and student ticket office staff.
• Oversee hiring, onboarding, training, and scheduling
  processes.
• Establish clear performance expectations and provide regular coaching and feedback.
• Foster a customer-focused
  culture and ensure high service standards across all interactions.

10% – Systems, Technology & Process
Improvement:

• Oversee ticket office technology, including ticketing systems, POS equipment, and scanning devices.
• Identify
  and implement new technologies and tools to improve efficiency and reporting capabilities.
• Develop and maintain comprehensive
  training materials and operational documentation
• Ensure staff are trained on systems, tools, and best
  practices.

Additional Job Description:

Salary: up to $60,000 commensurate with experience and internal
alignment.

A resume/CV and cover letter are required for this position.

Please note: No more than 5 individual
documents may be uploaded into the upload field provided. Each individual file must not exceed a size limit of 5MB. If necessary, candidates
can compress multiple files into a single zip file for upload.

Benefits Summary Statement

William & Mary offers our
employees a full array of benefits including retirement, health insurance with options for expanded dental and vision along with group and
optional life insurance with coverage for spouse and children, flexible spending accounts, and an EAP (Employee Assistance Program).

Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a
robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university
libraries, and much more. To learn more, go to: https://www.wm.edu/offices/hr/currentemployees/benefits/index.php.

Job Profile:
JP0296 – Public
Relations & Marketing Specialist III – Exempt – Salary – S09

Qualifications:

Position
Restrictions:
Restricted Funds

EEO is the Law. Applicants can learn more about William & Mary’s status as an equal
opportunity employer by viewing the “Know Your Rights” poster published by the U.S. Equal Employment Opportunity Commission. https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

Background Check: William & Mary is
committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment.
Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or
driving history check.

Remote Work Disclaimer: Remote work eligibility is not guaranteed and is subject to approval. Employee
eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor’s ability to manage remote
workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.

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