The Director of Ticket Operations manages the daily sales and office operations of the Athletic Ticket Office. Responsible for ticket sales revenue and box office operations, staffing, cash control, event management and third-party vendor relations. Works collaboratively with coaches, marketing, and advancement staff to manage, develop and implement initiatives to increase ticket sales and other revenue streams.
Essential Job Duties
Directs the annual ticket sales for individual games and group tickets. Develops and implements new initiatives to increase ticket sales and other revenue streams.
Manages all ticket box office sales operations functions, group and season ticket sales and renewals. Maintains records and statistics for prospecting, sales and events such as season ticket holders, event attendance, complimentary ticket vouchers, and sky-box usage.
Manages ticket events within electronic system, establishes pricing tables, and maintains accurate record of sales revenue.
Hires and manages ticket operations staff, effectively trains staff on proper office and box office duties, selling techniques, ticket system procedures, safeguarding of funds, posting of credit cards, and techniques to provide excellent customer service. Determines staffing and game coverage logistics to maximize efficiency.
Provides exceptional customer service and resolves complex customer service complaints regarding ticket sales, event details, priority seating and other issues. •Reconciles and reviews the daily cash, credit card, and safe activity. Maintains PCI compliance when processing deposits. Verifies and/or prepares check logs and related sales tax/gender equity journal entries. Maintains daily revenue and reconciliation reports.
Develops and manages the annual operating budget. Maintains records to support NCAA reporting requirements and Finance and Accounting policies and procedures.
Projects ticket office annual sales and annual budget. Compiles and reports metrics and monitors sales revenue throughout the year. Assists with annual audit and reconciliation procedures. Participates in audits mandated by the NCAA.
Maintains compliance with NCAA policies regarding complimentary admission to athletic events.
Serves as contract manager and liaison between the university and the ticket software vendor. Prepares and orders ticket stock and oversees printing.
Routinely reviews the box office customer service policies and procedures and updates as necessary.
Complies with all University, ASUN Conference, or Coastal Collegiate Swimming Association (CCSA), regulations, as applicable, as well as all NCAA rules and regulations. Remains current with all changes in NCAA, as well as changes to University, Atlantic Sun Conference and CCSA rules and regulations, as applicable, regarding intercollegiate athletics. This includes the requirement for self-reporting any possible rule violations and participation in the annual NCAA continuing education programs including passing the NCAA certification test. Further, you are advised that any violation of NCAA rules is prohibited and may result in disciplinary action up to and including termination of employment.
Manages ticket distribution and customer service for commencements held in Alico Arena.
Serves as ticket representative for away games as needed.
Performs special projects and other duties as assigned.
Bachelor’s degree from an accredited institution.
Two years of box office or ticket sales experience.
Customer service and management experience.
Availability to manage ticketing sales and operations for athletics events that may include working days, nights, weekends, and traveling during tournaments.
Master’s degree from an accredited institution.
Collegiate athletics or professional ticket sales experience.
Experience working with athletic development and sports marketing.
Experience with ticketing, donor and guest management software.
In less than 20 years, FGCU has made an indelible impact on Southwest Florida. We are a catalyst for the area’s economy and a cultural hub for the community. Our students enjoy one of the highest graduate employment rates among the state’s universities. Our campus and region serve as a living laboratory from which life-improving discoveries emanate. And our sports teams energize the entire region.... Inspiring those who inspire others — that’s The FGCU Effect.
FGCU is an EOE AA M/F/Vet/Disability Employer