Director of Ticket Operations and Customer Service

EXPIRED

JOB DESCRIPTION

The University of Virginia is a highly competitive Division I program committed to academic and athletic excellence. The Department of Athletics at the University of Virginia is now accepting applications for the position of Director of Ticket Operations and Customer Service to support the Athletics Ticket Office.

The Director of Ticket Operations and Customer Service provides oversight of the ticket operations, and with direct oversight of basketball ticket operations. They will supervise events staff and act with autonomy when making decisions about planning and implementing events and logistics. This position reports directly to the Sr. Director of Ticket Operations and Data Strategy.

The Athletics Ticket Office strategies reflect a concerted effort to provide excellent customer service, maximize ticket sales revenue, and increase attendance to sports or athletics related events to support the Department of Athletics and its mission.

Responsibilities include, but are not limited to:

• Manage the day-to-day ticket operations functions of the ticket office including renewals, invoicing, seat relocations, digital ticketing management, and post-season processing.
• Conceptualize, implement, assess, and continually improve event management policies and procedures to enhance participants' experiences.
• Advise on and resolve sensitive issues and requests, consulting leaders to resolve issues with staff or visitors.
• Lead and develop strategies in partnership with data analytics partner Affinaquest and ticket sales partner Revel to maximize revenue opportunities from a ticket sales and service perspective.
• Direct oversight of men’s basketball and assists with ticket operations for all other ticketed sports.
• Hire, train, supervise, and develop full-time ticket operations managers.
• Oversee and supervise ticket sales and customer service issues at ticket office windows and on site at specified athletic events. Balances and reconciles ticket sales made at on site at events.

JOB DESCRIPTION

The University of Virginia is a highly competitive Division I program committed to academic and athletic excellence. The Department of Athletics at the University of Virginia is now accepting applications for the position of Director of Ticket Operations and Customer Service to support the Athletics Ticket Office.

The Director of Ticket Operations and Customer Service provides oversight of the ticket operations, and with direct oversight of basketball ticket operations. They will supervise events staff and act with autonomy when making decisions about planning and implementing events and logistics. This position reports directly to the Sr. Director of Ticket Operations and Data Strategy.

The Athletics Ticket Office strategies reflect a concerted effort to provide excellent customer service, maximize ticket sales revenue, and increase attendance to sports or athletics related events to support the Department of Athletics and its mission.

Responsibilities include, but are not limited to:

• Manage the day-to-day ticket operations functions of the ticket office including renewals, invoicing, seat relocations, digital ticketing management, and post-season processing.
• Conceptualize, implement, assess, and continually improve event management policies and procedures to enhance participants' experiences.
• Advise on and resolve sensitive issues and requests, consulting leaders to resolve issues with staff or visitors.
• Lead and develop strategies in partnership with data analytics partner Affinaquest and ticket sales partner Revel to maximize revenue opportunities from a ticket sales and service perspective.
• Direct oversight of men’s basketball and assists with ticket operations for all other ticketed sports.
• Hire, train, supervise, and develop full-time ticket operations managers.
• Oversee and supervise ticket sales and customer service issues at ticket office windows and on site at specified athletic events. Balances and reconciles ticket sales made at on site at events.
• Responsible for event creation, presentation and maintenance, pre-event sales, game-day sales preparation, ticket operations at events and post-event reconciliation.
• Assist in the ticket sales and season ticket renewal strategy for ticketed sports.
• Coordinate with various internal units including the Virginia Athletic Foundation, Sports Promotions, Event Operations, Virginia Sports Properties, Business Office, and team personnel.
• Ensures the fulfillment of contractual agreements for game tickets and the approval and distribution of complimentary tickets.
• Ensures compliance with NCAA, ACC, and University rules and regulations governing ticket accounting, admissions, and benefits.
• Performs other duties as necessary to build support for and add value to the objectives and goals of the unit, Department of Athletics, and University.
• Develop, implement, and manage all web-based ticket sales and strategies.

Knowledge/Skills/Abilities

• Ability to work independently and prioritize work driven by the Athletic Department schedule of events and the needs of the Athletics Ticket Office.
• Ability to present a professional demeanor while delivering a high level of customer service.
• Ability to quickly learn and communicate departmental policy.
• Effective verbal and written communication skills.
• Ability to perform multiple tasks and responsibilities in an efficient manner.
• Ability to communicate clearly and to effectively.
• Ability to demonstrate strong interpersonal skills in interactions with all UVA and Athletics Department staff, outside community including fans, visitors, and other constituencies especially during events.
• Ability to present a professional demeanor while delivering a high level of internal and external customer service.

Salary will be dependent upon experience and qualifications. The selected candidate will pass a background check. This is a full-time position with UVa benefits. Employees benefits package highlights include: 

• Moving and relocation reimbursement assistance 
• 22 days of paid time off, increasing with service; 13+ paid holidays each year, in addition to paid time off
• Parental and Community Service Leave 
• Health plan with options to meet healthcare and financial needs available immediately
• Retirement benefits 
• Tuition and professional development benefits after the first six months
• Employee wellness program featuring activities to earn up to $500/year.

MINIMUM REQUIREMENTS

Education: Bachelors Degree.
Experience: At least one year of experience. Additional experience may be considered in lieu of degree.
Licensure: None.

TO APPLY

Please do not submit application materials directly to staff of the Department of Athletics, as only applications received through this system will be accepted. Internal applicants must apply through their UVA Workday profile by searching ‘Find Jobs.’ Complete an application online with the following documents: 

• Resume
• Cover letter 
• Contact information for three references

Applications that do not contain all required documents will not receive full consideration.  For questions about the application process, please contact Michele Jarman, Academic Recruiter.

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff.  We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.  We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.