Director, Ticket Operations & Strategy

D.C. United; Washington (District of Columbia); On-site; USD 80,000 - 90,000; Full time

Job summary

D.C. United is seeking a Director, Ticket Operations & Strategy to lead ticket operations and box office for Audi Field events, including MLS, DC Power FC, and tenants Washington Spirit and DC Defenders. This role serves as a bridge between Ticket Sales, venue management, and external partners.

The position focuses on ticket product and sales strategy, multi-match plans, pricing, and system optimization, while leading a team and ensuring smooth event operations across multiple properties.

Qualifications

• Ticketmaster Archtics experience preferred.
• Project Management Software (Asana) experience preferred.
• Microsoft Excel skills strongly preferred.
• Experience using Microsoft Dynamics CRM preferred.
• Excellent time management, leadership, organization and customer service skills.
• Ability to work flexible hours, including evenings, weekends and holidays

Responsibilities

• Lead and direct all ticket operations duties for D.C. United (MLS), DC Power FC (USL-Super League) and Audi Field Events.
• Oversee box office operations for events at Audi Field
• Oversee access control systems for all related events
• Support tenants DC Defenders (UFL) and Washington Spirit (NWSL) ticket operations on event days
• First point-of-contact for D.C. United Ticket Sales & Service Leadership
• Focus on ticket product and sales strategy, e.g. multi-match plans, special offers
• Manifest management and venue scaling
• Inventory distribution and pricing management for all owned events
• Main point-of-contact for external ticket partners and event promoters
• Utilize Ticketmaster suite of products (Archtics, Account Manager, TM One, EM Tool, TM Host, Virtual Venue)
• Work with Ticketmaster client support to troubleshoot system issues and reporting
• Assist Finance in reconciliation of events
• Maintain quality control on ticketed products
• Lead training sessions for ticketing department
• Form creation and data capture processes
• Collaborate with partners on operational builds
• Maneuver large data sets to execute tasks

Skills

Ticketmaster Archtics

Asana

Excel

Dynamics CRM

Leadership

Customer service

Education

Bachelor's degree or relevant experience

Job description

Job Summary

The D.C. United & Audi Field Business Strategy & Analytics team is looking for an enthusiastic and detailed leader to oversee our ticket operations and ticket strategy efforts as Director, Ticket Operations & Strategy.

Job Summary

The D.C. United & Audi Field Business Strategy & Analytics team is looking for an enthusiastic and detailed leader to oversee our ticket operations and ticket strategy efforts as Director, Ticket Operations & Strategy. The Director, Ticket Operations & Strategy will focus on leading and supporting all aspects of ticket operations, ticket strategy and box office operations for events at Audi Field, including owned properties: D.C. United (MLS), Audi Field Events, DC Power FC (USL-Super League) and tenants: Washington Spirit (NWSL) and DC Defenders (UFL). This position also acts as a key liaison between the Ticket Sales and Service team, venue management and other internal/external stakeholders, such as MLS, USL, concert promoters, and event promoters.

Essential Functions, Duties And Responsibilities

• Lead and direct all ticket operations duties for D.C. United (MLS), DC Power FC (USL-Super League) and Audi Field Events, including but not limited to: event creation, order processing, inventory management, renewals, payment plans, mobile ticket assistance, ticket exchanges, member account requests, etc.


• Oversee box office operations for events at Audi Field


• Oversee access control systems for all related events


• Support our venue tenants DC Defenders (UFL) and Washington Spirit (NWSL) ticket operations on event days


• First point-of-contact for D.C. United Ticket Sales & Service Leadership


• Focus on ticket product and sales strategy, ie. multi-match plans, special offers, etc.


• Manifest management and venue scaling


• Inventory distribution and pricing management for all owned events


• Main point-of-contact for external ticket partners and event promoters


• Utilize Ticketmaster suite of products, including: Archtics, Account Manager, TM One, Event Management Tool, TM Host, Virtual Venue, etc.


• Work with Ticketmaster client support to troubleshoot system issues, event creation, reporting, etc.


• Assist Finance team in reconciliation of all related events held at D.C. United-owned and operated properties


• Maintain quality control on all related events ticketed products


• Lead recurring training sessions for ticketing department


• Form creation and data capture processes


• Work with various D.C. United partners on operational builds, ie. Fevo, VetTix, SuitePro


• Maneuver within various large data sets to efficiently execute operational tasks

EDUCATION:

Bachelor’s degree or relevant experience required.

WORK EXPERIENCE:

5+ years of ticket operations experience preferred but not required

COMPETENCIES (KSAs)

• Ticketmaster Archtics experience preferred


• Project Management Software (Asana) experience preferred


• Microsoft Excel skills strongly preferred


• Experience using Microsoft Dynamics CRM preferred


• Excellent time management, leadership, organization and customer service skills


• Ability to work flexible hours, including evenings, weekends and holidays

LANGUAGES:

Spanish is a plus

SCHEDULE:

8:30am - 5:30pm

• Work demand is based on team and front office schedule


• Ability to work flexible hours including evenings, weekends, and holidays based on the season’s schedule

SUPERVISORY RESPONSIBILITIES:

Two (2) to Three (3) Direct Reports· Ten (10)+ PT match-day staff

TRAVEL:

Minimal, will remain in greater DC, MD, VA area

ENVIRONMENTAL AND PHYSICAL CONDITIONS:

Must be available to work events in evenings, weekends and holidays as necessary

SALARY:

Anticipated base pay: $80,000-$90,000

OTHER:

The candidate must be able to successfully pass a background check. Other duties as assigned (see disclaimer below)

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by the employee(s) assigned to this title. This description should not be construed as an exhaustive list of all responsibilities, duties, and skills required of incumbents holding the position. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Further neither this description, nor completion of tasks associated with this title should be construed as a contract of employment. All D.C. United employees, unless otherwise designated by the Co-Chairs, are at-will employees.

D.C. United is committed to uplifting our community, staff, and club. We are seeking candidates to be a part of our journey in our quest for continued organizational growth and another MLS Cup.

D.C. United is an equal opportunity employer (EOE)

D.C. United reaffirms its commitment to the principles of equal opportunity and diversity. D.C. United is proud to be an equal opportunity workplace and is an affirmative action employer. D.C. United is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, pregnancy, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or any other protected status in accordance with the requirements of all federal, state, and local laws. Employment decisions can include hiring, termination, compensation, benefits, promotion, training selection, or other statuses or conditions of employment. All employment decisions are made on the basis of individual skills, knowledge, abilities, job performance, and other appropriate qualifications.