Associate Director, Ticket Operations

Summary

The Associate Director, Ticket Operation serves as the primary ticket operations manager at Army West Point Athletic Association Inc. (“AWPAA”) for football and other high-profile events, overseeing backend systems, eCommerce platforms, ticket allocations, and coordination with key stakeholders, including donors and internal groups. This role manages ticket operations for football players, recruits, and coaching staff, while also supervising Assistant Directors and training Ticket Sales and Operations teams to ensure efficient processes across all sports. Additionally, it leads all ticket scanning operations at athletic events, manages year-round online and backend operations for the organization’s memorabilia unit, and plays a key role in pricing and planning initiatives. A strong emphasis is placed on delivering exceptional customer service to drive retention and repeat business.

Scope of Impact

The employee must successfully work with Ticketing, Marketing, A Club and External Operations Leaders. The employee has daily interaction with a variety of West Point stakeholders and serves AWPAA External Operations and the wider Army fanbase and community.

Level of Decision Making

This role serves as a senior operations leader responsible for the strategic direction, oversight, and execution of ticketing and event operations. It exercises broad discretion in decision-making, establishes operational priorities, and ensures alignment with organizational objectives while maintaining compliance with governing policies and regulations. The position directs and develops professional staff, oversees key functional areas, and is accountable for performance, efficiency, and service outcomes. As an integral member of leadership, the Associate Director of Ticket Operations contributes to departmental strategy, drives operational effectiveness, and supports the overall success of AWPAA and External Operations.

Success Factors

Success in this position will be evaluated by the Supervisor on the employee’s performance in a variety of areas, including but not limited to: Commitment to AWPAA Mission, Vision and Values; and supporting the AWPAA Strategic Plan and Priority Results.

Essential Duties and Responsibilities 

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Summary

The Associate Director, Ticket Operation serves as the primary ticket operations manager at Army West Point Athletic Association Inc. (“AWPAA”) for football and other high-profile events, overseeing backend systems, eCommerce platforms, ticket allocations, and coordination with key stakeholders, including donors and internal groups. This role manages ticket operations for football players, recruits, and coaching staff, while also supervising Assistant Directors and training Ticket Sales and Operations teams to ensure efficient processes across all sports. Additionally, it leads all ticket scanning operations at athletic events, manages year-round online and backend operations for the organization’s memorabilia unit, and plays a key role in pricing and planning initiatives. A strong emphasis is placed on delivering exceptional customer service to drive retention and repeat business.

Scope of Impact

The employee must successfully work with Ticketing, Marketing, A Club and External Operations Leaders. The employee has daily interaction with a variety of West Point stakeholders and serves AWPAA External Operations and the wider Army fanbase and community.

Level of Decision Making

This role serves as a senior operations leader responsible for the strategic direction, oversight, and execution of ticketing and event operations. It exercises broad discretion in decision-making, establishes operational priorities, and ensures alignment with organizational objectives while maintaining compliance with governing policies and regulations. The position directs and develops professional staff, oversees key functional areas, and is accountable for performance, efficiency, and service outcomes. As an integral member of leadership, the Associate Director of Ticket Operations contributes to departmental strategy, drives operational effectiveness, and supports the overall success of AWPAA and External Operations.

Success Factors

Success in this position will be evaluated by the Supervisor on the employee’s performance in a variety of areas, including but not limited to: Commitment to AWPAA Mission, Vision and Values; and supporting the AWPAA Strategic Plan and Priority Results.

Essential Duties and Responsibilities 

40% Management

• Create and implement structured workflows and processes that position staff to meet and exceed individual and departmental goals.
• Provide clear direction, prioritization, and guidance on daily responsibilities, ensuring alignment with departmental and organizational objectives.
• Recruit, interview, hire, onboard, and train staff members, establishing a strong talent pipeline and setting clear performance expectations.
• Conduct regular one-on-one meetings, performance evaluations, and ongoing coaching to support professional development and accountability.
• Foster a positive, accountable, and team-oriented culture that emphasizes collaboration, communication, and high performance.
• Oversee staff scheduling, workload distribution, and coverage planning to ensure operational efficiency and service excellence.
• Work with Human Resources to handle employee performance and separations. 

25% Football & Major Event Ticket Operations Leadership

• Serve as the primary ticket operations manager for football (to include all ticket and parking priority allocations, system builds, etc) and unique high-profile events (e.g., concerts, graduation etc.). 
• Manage all ticket operations and ticket sales representatives that oversee ticket operations for Hockey, Men’s and Women’s Lacrosse, Men’s and Women’s Basketball, Wrestling, and any other ticketed events.

20% eCommerce Ticketing Platform Management

• Serve as the primary manager of all eCommerce platform operations (e.g., Paciolan, Ballena, FEVO, SeatGeek, etc.).

10% Ticket Scanning & Access Control Operations

• Serve as the primary manager of all ticket scanning operations.

5% Industry Best Practices & Continuous Improvement

• Continually monitor and study evolving best practices from relevant industries. 

Other duties assigned.

Supervisory Responsibilities

Oversight of:

• Assistant Director, eCommerce 
• Ticket Operations and Assistant Director, Ticket Service & Retention 

Work Conditions & Physical Requirements

Perform duties in a fast-paced, ever-changing work environment.

• Must be able to remain in a stationary position for 50% of the time.
• Occasionally moves boxes weighing up to up to 50 lbs. 
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. 
• Constantly operates a computer, printer, and phone. 
• The person in this position frequently communicates with AWPAA team members, United States Military Academy (“USMA”) staff and vendors. 
• Occasionally works in outdoor weather conditions.
• Must be able to work nights, weekends, and holidays as needed.

Travel 

Must be able to travel to support away events as needed, especially football.

Required Qualifications

• Bachelor's degree and/or at least 3 years of applicable and relevant work experience. 
• 1 year of management experience.
• Proficiency in Paciolan Software and MS Office 365.
• Demonstrate good judgment and the ability to respond quickly in a fast-paced work environment.
• Demonstrated knowledge of NCAA rules and regulations.
• Team-first approach & strong work ethic.
• Ability to build and maintain relationships.
• Excellent organizational and communication skills.

Preferred Qualifications

• Salesforce CRM

Additional Eligibility Requirements

• Must be eligible to work in the United States of America, without sponsorship.
• Must be eligible to work on a military installation, including a willingness to submit to a background screen.
• Must possess a valid driver’s license.

Pay Range

$62,353.20- $63,426.24

About Us

USMA is renowned as the world’s preeminent leadership development institution. Located on the banks of the Hudson River in West Point, NY, it is approximately one hour from New York City. The mission of USMA is "to build, educate, train, and inspire the Corps of Cadets to be commissioned leaders of character committed to the Army Values and ready for a lifetime of service to the Army and Nation." This position will be housed within the AWPAA, which is a non-profit corporation organized to manage and support the 30 intercollegiate athletic programs at the Academy. The AWPAA mission is to recruit, educate, train and inspire leaders of character who are committed to the Army Values through an extraordinary NCAA Division I athletic experience.

Equal Opportunity Employer

AWPAA is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis protected by law.

Applicant qualifications are considered without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis protected by law. 

Disclaimer Statement

This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

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