Director of Ticket Operations - Athletics

The Department of Athletics at West Virginia University is currently accepting applications for a Director of Ticket Operations.

About the Opportunity

This position is responsible for assisting the Assistant Athletic Director for Ticket Operations and Associate Athletics Director for Annual Giving and Ticket Operations to effectively and efficiently manage the operations of the Mountaineer Ticket Office which is accountable for the sale, allocation and distribution of all athletic event tickets and the collection and deposit of all ticket revenues; coordinating counter sales; acting as a liaison between ticket customers and the department of intercollegiate athletics.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year or more based on years of service (employee leave)
• 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
• Wellness programs

What You'll Do

• Manage all aspects of the ticketing process for football, generating more than $15 million dollars annually.
• Serve as the Mountaineer Ticket Office main liaison to the Athletic Business Office (ABO) on all cash handling, financial reporting and reconciliation efforts
• Manage the Mountaineer Ticket Office box office operation which includes the recording and processing of customer ticket orders using the Paciolan software system. Duties include the balancing of daily box office receipts with credit card reports and ticketing batch reports.
• Responsible for ensuring box office equipment is in good working condition. Responsible for handling various types of ticket sales including season, single, away game and post season tournament and bowl tickets for men's and women's basketball, football and varsity sports.
• Coordinate and supervise the game day ticket sales workers and operations. Duties include training, assigning tasks, monitoring progress, and verifying accuracy of work assignments; ensuring employees follow Mountaineer Ticket Office policies and procedures for processing all ticket orders and payments. Duties include the pre programming of point-of-sale terminals with current ticket prices and ticket types, ensuring adequate change funds, preparing teller forms and printing tickets for sale;
• Utilize ARMS for men's and women's basketball, football and varsity sports. Duties include, communicating with coaches and running reports for recruit ticket requests as needed.
• Coordinate and prepare event parking sales bins for home football and basketball games
• Supervise Program Assistant III (1). Duties include training, assigning tasks, monitoring progress and verifying accuracy of work assignments.
• Responsible for ensuring employee follows Mountaineer Ticket Office and WVU Foundation/Mountaineer Athletic Club policies and procedures for processing all ticket orders and payments and donation deposits.
• Report directly to the Assistant AD/Ticket Operations; must also work closely with all others involved with carrying out the philosophy and objectives of the intercollegiate athletic program.
• Serve as the Mountaineer Ticket Offices main liaison to the Mountaineer Athletic Club as it relates to the processing and reconciliation of annual fund gifts.
• Develop and implement ticket and donor policies. Administer and manage the allocation of football season tickets to contributors to the Mountaineer Athletic Club after careful evaluation of each applicant's donation and seating history; coordinate the sale, allocation and distribution of single game and post-season game tickets to donors; solve problems that arise from ticket and parking allocations; maintain records regarding special requests for seating.
• Manage the allocation and assignment of football tickets for visiting teams. Duties include allocation, consignment, printing, shipment, billing and reconciliation.
• Manage the allocation and distribution of tickets provided to student-athlete guests and families. Work with coaches and support staff to ensure compliance with NCAA rules.
• Manage the corporate partner (sponsor) ticketing process. Serve as the main liaison to the Deputy Athletics Director for External Affairs for all retained sponsor ticketing needs and serve as the main liaison to Learfield for all other sponsor ticket needs.
• Reconcile all ticket settlements for internal ticket accounts, including the Athletic Director, Athletics Communications, Athletics Marketing, the Mountaineer Athletic Club, , Etc.
• Generate revenue and provide customer service by transacting ticket sales and processing MAC donations by telephone, mail, and walk in service as well as at home athletic events.
• Maintaining customer satisfaction, providing detailed information pertaining to tickets, and resolving problems in a proactive manner. Being knowledgeable in all operational policies and procedures.
• Collect revenue by receiving and processing payments, total purchases, process checks, cash, and credit cards. Must maintain financial security and follow all internal accounting controls and established policies and procedures.
• Service existing accounts, obtains orders, and establishes new accounts by accepting orders from customers. Complete sales requirements by accepting payment; making deposits, and invoicing and preparing reports.
• Produce printed tickets by operating computer and printer to print tickets.
• Work with event security and game management to resolve ticket scanning issues at athletic events.
• Perform other job-related assignments as assigned by the Assistant Athletics Director for Ticket Operations and/or Associate Athletics Director for Annual Giving and Ticket Operations
• Report directly to the Assistant Athletics Director for Ticket Operations; must also work closely with all others involved with carrying out the philosophy and objectives of the intercollegiate athletic program.
• Maintain knowledge of and comply with all rules, regulations, policies and guidelines of West Virginia University, the Big 12 Conference and the NCAA; must adhere to NCAA Bylaw 11.1 Conduct of Athletic Personnel. Failure to adhere to these policies will result in appropriate disciplinary action including possible suspension and termination.
• Represent the University on the highest professional level with dignity, integrity, and strength of character and will exhibit ethical behavior; must respect the rights and dignity of individuals with sensitivity to problems that may arise from racial, ethnical and sexual orientation differences.
• Demonstrate a cooperative attitude towards all sports within the intercollegiate athletic program.
• Possess the ability to adapt to any situation, make decisions and work independently; position must have the ability to build and maintain relationships with fans, donors and staff members and contractors; required to use creative abilities to develop new techniques and approaches in dealing with many issues controlled by this position; responsibilities of the position are ever-changing and require constant research and education; requires the ability to adapt to any situation and make decisions.
• Manage sensitive and confidential information related to student-athletes, coaches and staff utilizing discretion and correct decisions. Failure to use proper discretion at required level could result in major and significant embarrassment to the University and/or have a significant impact on image, revenues and eligibility of student-athletes.
• Manage professional and personal time to handle time sensitive-issues, tight deadlines, extended hours beyond the normal workday, weekend work, and on-call availability.

• Bachelor's degree required.
• A minimum of four (4) years of experience involving ticket operations
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.

Knowledge, Skills, & Abilities

• Maintain high standard of ethics and integrity related to intercollegiate athletics
• Knowledge of NCAA Division I intercollegiate athletics
• Strong working knowledge of NCAA and conference rules, regulations, policies and guidelines and the ability to apply those rules
• Demonstrated knowledge of ticket operations
• Demonstrated knowledge of cash handling procedures
• Exhibit strong creative, organizational and interpersonal skills
• Maintain knowledge of state and University policies and procedures
• Demonstrated ability to communicate in English complex information or instructions
• Demonstrated knowledge of correct English, grammar, spelling, punctuation and sentence structure
• Ability to function professionally under high stress and confrontational circumstances
• Ability to manage multiple tasks for extended period of time
• Ability to independently plan and organize work
• Proactive attitude towards work and assignments
• Demonstrated ability to maintain and develop personal contacts with outside groups, i.e. fans, donors, sponsors, University community
• Demonstrated knowledge of record keeping and adherence to schedule
• Ability to maintain proper unit punctuality standards, work extended hours including nights and weekends (often with extensive walking and standing)
• Knowledge of customer service standards and procedures
• Demonstrated skill to impart information with tact and diplomacy
• Demonstrated knowledge of fundraising concepts, and current tax laws
• Detailed knowledge of Paciolan ticketing and fund development systems; ability to create and run reports for a variety of requests; ability to make advancements within Paciolan as issues develop
• Ability to stay abreast of development, marketing, promotional and sales trends impacting the affected area

Preferred Qualifications

• Master's degree
• Experience with Paciolan software systems.

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values - service, curiosity, respect, accountability and appreciation - unite us as Mountaineers.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.