Assistant Athletic Director of Ticket Operations

Position Summary

The Assistant Athletic Director of Ticket Operations manages all aspects of ticket operations for Rice Athletics, while playing a core role in customer service and revenue generation, with the ultimate objective to drive ticket revenue, ancillary revenue, and attendance. The function involves ticket operations, analytics, and customer service. This position has full responsibility for ticketing operations, which includes planning, forecasting, compliance, security, reporting, CRM management, and supervision as well as establishing and reporting on revenue goals, sales reports, lead generation and sales campaigns. Further, the position is responsible for driving continuous process improvement in ticket operations, adopting new technologies as appropriate, and using data to inform decision making such as pricing and outbound sales strategy. The position also plays a key role in ensuring standards of world-class customer service are upheld in the ticket office. As part of all these roles, the position evaluates ticket prices and revenue trends and makes recommendations to changes in prices as appropriate.

Workplace Requirements

This position is exclusively on-site, necessitating all duties to be performed in-person at Tudor Fieldhouse. Per Rice policy 440, work arrangements may be subject to change.

Minimum Requirements

• Bachelor's Degree
• Two or more (2+) years of related experience in ticket operations

Preferences

• Experience
  • Two years ticket office experience with increasingly progressive responsibilities
• Skills
  • Knowledge of CRM systems (SalesForce)
  • Knowledge of Paciolan ticketing system

Skills

• Ability to establish and manage priorities and handle numerous time-sensitive projects with conflicting and varied deadlines
• Ability to accomplish goals working through formal and informal channels, with diplomacy and tact
• Demonstrated creativity, problem solving, critical analysis, initiative, judgment and decision-making skills
• Ability to collect data using a variety of methods, summarize and analyze data, and make appropriate conclusions and recommendations.
• Basic statistical ability
• Demonstrated ability to produce data in a clear and understandable manner meeting user requirements
• Excellent planning and organizational skills
• Excellent interpersonal, verbal and written communication skills

Essential Functions

• Oversees all ticketing operations including planning, forecasting, compliance, security, reporting, and supervision, driving continuous improvement
• Manages unit budgets and hiring of full time and temporary ticket operations and sales staff
• Provides regular reports to track progress towards revenue goals
• Identifies issues, and develops alternative solutions which may include changes to programs, policies and procedures
• Analyzes ticket pricing and lead scoring for season tickets, mini-plans, group tickets, and single game tickets and makes recommendation to deputy athletics director on final prices and sales strategies
• Develops and implements outreach strategies that may include relationship development, communications and compliance
• Assesses training needs and may develop associated training
• Performs all other duties as assigned

Additional Functions

• Manages and maintains the Paciolan (or other applicable) system, including set up of all events in the system; responsible for preparing and sending out season ticket invoices
• Manages game day ticketing setup and sales operations for all home events, work planning, overseeing, training, and evaluating all temporary ticketing staff as well as managing complementary admissions
• Oversees credit card, cash security and transport, manages cash and credit card close outs daily, and ensures that all close outs are properly balanced with the director business operations
• Manages CRM program to equip sales and marketing efforts, including lead scoring, campaign generation and management, and performance tracking.
• Prepares and manages detailed ticket reports tracking sales progress and trends, providing interpretation and recommending changes as appropriate
• Supervises and manages inbound calls to the ticket office
• Ensures compliance with NCAA regulations

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