Assistant Director of Ticket Operations

The Chronicle Of Higher Education, Inc.; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Rice University in Houston, Texas, is seeking an Assistant Director of Ticket Operations to manage the ticket office operations, including planning, compliance, and customer service. This role requires one or more years of related ticketing experience and excellent organizational skills. Responsibilities include supervising staff, analyzing data, and ensuring compliance with NCAA regulations. This on-site position requires availability during athletic events. A Master's degree and additional experience in ticketing are preferred.

Qualifications

• One or more (1+) years of related ticketing or operations experience.
• Master's degree and three years of experience working in college or professional ticketing preferred.

Responsibilities

• Assist with the day-to-day operation of the ticket office and customer interactions.
• Organizes, manages, and completes special projects.
• Serves as the point of contact for student ticketing.
• Analyzes and interprets policies; develops and implements procedures.
• Manages season renewal process for all ticketed sports.

Skills

Ability to prioritize work and multi-task

Excellent organizational skills

Ability to take initiative and ownership of projects

Written and verbal communication skills

Ability to exercise sound judgment in making decisions

Relevant subject matter knowledge

Education

Master's degree

Job description

Boasting a 300-acre tree-lined campus in Houston, Texas, Rice University is ranked among the nation's top 20 universities by U.S. News & World Report. Rice has a 6-to-1 undergraduate student-to-faculty ratio, and a residential college system, which supports students intellectually, emotionally and culturally through social events, intramural sports, student plays, lecture series, courses and student government. Developing close-knit, diverse college communities is a strong campus tradition, which is why Rice is highly ranked for best quality of life and best value among private universities.

Rice is also a wonderful place to work. Rice faculty, staff and students share values that are essential to our success as a healthy community. Those values guide our decisions and behaviors and shape Rice's culture. They come through in the way we treat each other and the welcome we extend to our visitors. These values can be recalled simply by our name RICE Responsibility, Integrity, Community and Excellence.

Position Summary

The Assistant Director of Ticket Operations is responsible for assisting with the management of the daily operations of the ticket office. The Assistant Director coordinates with the Director of Ticket Operations to manage and supervise all ticket office operations including planning, compliance, systems, security, game-day operations, back-office management of the Paciolan ticket software, and customer service. Additionally, the role will be responsible for the hiring, training, and scheduling of 15-20 temporary customer service representatives.

Workplace Requirements

This position requires work at athletic events, many of which take place outside of normal office hours.

Workplace Location

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

Required Experience

• One or more (1+) years of related ticketing or operations experience

Skills Required

• Ability to prioritize work and multi-task
• Excellent organizational skills
• Ability to take initiative and ownership of projects
• Written and verbal communication skills
• Ability to exercise sound judgment in making decisions
• Relevant subject matter knowledge

Preferences

• Master's degree and three years of experience working in college or professional ticketing

Essential Functions

• Assist with the day-to-day operation of the ticket office and customer interactions (phone, email, and in-person). This includes daily customer service work, overall supervision of ticket operations personnel, and game day operations for all sports.
• Organizes, manages, and completes special projects
• Collects and analyzes data, creates reports, reviews and explains trends; formulates and evaluates alternative solutions and recommendations to achieve the goals of the program or function
• Serves as the point of contact for student ticketing, including working with campus personnel.
• Analyzes and interprets policies; develops, revises and implements procedures
• Performs all other duties as assigned

Additional Functions

• Ensures consistent standards relating to the procurement of tickets and audit procedures for ticketing operations are upheld by all ticketing employees
• Provides reports of ticket prices, ticket revenue, and event attendance
• Recommends and implements new processes and procedures to ensure compliance with NCAA regulations
• Creates and implements plans to ensure security of information transmitted in ticketing, credit card processing, and related systems
• Maintains ticketing systems and provides training to new employees
• Creates and implements plans, processes, and procedures and oversees customer interactions to ensure superior customer service
• Resolves issues and works with customers to meet their needs
• Sells, assigns, and distributes season and group tickets
• Arranges admission for members of the game opposition, Athletic Department personnel, players' family and friends, and sponsors as well as arrange for issuance and admission of complimentary ticket holders
• Manages season renewal process all ticketed sports.
• Ensures the security of the Ticket Office's technology such as selling computers, scanners, card readers devices etc.

Rice University is committed to ensuring Equal Employment Opportunity and welcoming the fullness of diversity into our candidate pools. Rice considers qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national or ethnic origin, genetic information, disability, or protected veteran status. Rice also provides reasonable accommodations to qualified persons with disabilities. If an applicant requires a reasonable accommodation for any part of the application or hiring process, please get in touch with Rice University's Human Resources Office via email at [e-mail] for support.