Description

Under the general supervision of the Senior Director of Ticket Operations, the Assistant Director of Ticket Operations is responsible for assisting with the facilitation of all ticket operations of the 12th Man Foundation, with a key focus on managing Men’s Basketball ticket operations and leading special event ticket operations for non-athletic events held at Texas A&M athletic facilities. In addition, the Assistant Director of Ticket Operations will assist with priority seating allocations, serve as primary group sales contact, and provide exceptional customer service experience in accordance with the mission of the 12th Man Foundation. The Assistant Director of Ticket Operations will also have opportunities to grow professionally through development opportunities along with cross-training with other roles in the ticket office and other units within the 12th Man Foundation. 

Requirements

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. 

Ticket Operations

• Collaborate with Senior Director of Ticket Operations to manage Men’s Basketball ticket operations including system set up, renewals, printing, inventory management and communication with Texas A&M Men’s Basketball operations and opposing teams.
  • Manage all aspects of season ticket renewals and single game strategies for Men’s Basketball and any other assigned sport(s).
  • Work closely with Senior Director of Ticket Operations to fulfill priority seating requests.
  • Supervise game day ticket operations, as assigned.
• Train full-time staff, intern, and student workers on ticket operations processes.
• Serve as the liaison to group sales team to assist with inventory, creation and execution of group sales initiatives.
• Review and perform ticketing system (Paciolan) processes including season setup, bulk processes, and online ticket sales offers.
• Serve as the main point of contact for scanner and access management.
• Review internal controls including building, removing and maintaining employee access.
• Assist with reporting and data verification.
• Assist with fraud risk management/assessment and ticket resale policy processes.
• Assist in the hiring, training, management, and development of students and part-time employees.
• Assist with High School University Interscholastic League (UIL) ticketed events held at Texas A&M Athletic facilities.
• Provide excellent customer service.
• Facilitate proper communication and willingness to assist with projects in a team environment.
• Phone coverage as needed.
• Event duties as needed.
• Other duties as assigned.

Special Event Ticket Operations

• Lead special event ticket operations for all non-intercollegiate athletic events ticketed and held at university athletic venues.'
• Develop and customize seating and pricing configurations within the ticket system for each event in coordination with Texas A&M Athletics Special Events staff.
  • Modify standard configurations or create new builds from scratch for unique events or specialized needs.
• Serve as the main point of contact for all special event ticketing information, reporting, pre-sales and public on-sale dates, as well as pertinent event information that must be communicated to appropriate 12th Man Foundation staff to assist with donor service center inquiries.
• Serve as on-site event day ticket manager, responsible for all ticket operations including: event day ticket staffing, ticket resolution, event reconciliation, end of event promoter settlement report, and accounting procedures as outlined in the memorandum of understanding (MOU).

QUALIFICATIONS

• Bachelor’s degree and/or combination of previous related experience
• 2-3 years experience in Ticket Office Administration at Division I institution or major professional sports organization
• Understanding of ticketing software (Paciolan preferred)
• Proficient in all applications of Microsoft Office
• Ability to commit to a structured weekly schedule and willingness to be flexible based on projects or events requiring weekend, holiday, and evening hours
• Ability to travel as needed to complete duties and responsibilities

COMPETENCIES

Communication, Verbal and Written - The ability to communicate effectively with others using both the written and spoken word
Organized - Possessing the trait of being organized or following a systematic method of performing a task
Detail-Oriented - The ability to pay meticulous attention to all aspects of a situation or task
Customer Oriented - The ability to take care of the customers’ and donors' needs while following organizational procedures
Adaptability - The ability to adapt to changes in the workplace
Energetic - Ability to work at a sustained pace and produce quality work
Teamwork - Willingness to support coworkers and do whatever needs to be done to complete projects and tasks as an organization
Time Management - Ability to utilize the available time to organize and complete work within given deadlines
Working Under Pressure - The ability to complete assigned tasks under stressful situations, while remaining calm and portraying a high level of respect and professionalism

Work Environment

Varied work environment including office, athletic venues, indoor and outdoor locations, vehicular travel, and exposure to loud noises and various weather conditions. Night and weekend work and travel is required.

This job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. The Foundation reserves the right to change this job description and/or assign additional tasks for the employee to perform. The 12th Man Foundation is an equal opportunity employer.