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 FAQs.
• Wellness programs

What You'll Do

• Manage all aspects of the ticketing process for football, generating more than $15 million annually.
• Serve as the Mountaineer Ticket Office's 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, including recording and processing customer ticket orders using the Paciolan software system. Duties include balancing daily box office receipts with credit card reports and ticketing batch reports.
• Ensure box office equipment is in good working condition. Handle various types of ticket sales including season, single-game, away game, postseason tournament, and bowl tickets for men's and women's basketball, football, and varsity sports.
• Coordinate and supervise game day ticket sales workers and operations. Responsibilities include training, assigning tasks, monitoring progress, verifying work accuracy, ensuring adherence to Mountaineer Ticket Office policies and procedures, pre-programming point-of-sale terminals, 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. Communicate with coaches and run 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), including training, assigning tasks, monitoring progress, and verifying work accuracy.
• Ensure employee compliance with Mountaineer Ticket Office and WVU Foundation/Mountaineer Athletic Club policies and procedures for processing ticket orders, payments, and donation deposits.
• Report directly to the Assistant AD for Ticket Operations while collaborating closely with others involved in carrying out the philosophy and objectives of the intercollegiate athletics program.
• Serve as the Mountaineer Ticket Office's main liaison to the Mountaineer Athletic Club regarding the processing and reconciliation of annual fund gifts.
• Develop and implement ticket and donor policies. Administer and manage football season ticket allocations, single-game and postseason ticket distribution, resolve allocation issues, and maintain seating records.
• Manage the allocation and assignment of football tickets for visiting teams, including allocation, consignment, printing, shipment, billing, and reconciliation.
• Manage the allocation and distribution of tickets provided to student-athlete guests and families while ensuring NCAA compliance.
• Manage the corporate partner (sponsor) ticketing process. Serve as the primary liaison to the Deputy Athletics Director for External Affairs and Learfield regarding sponsor ticketing.
• Reconcile all ticket settlements for internal ticket accounts, including the Athletic Director, Athletics Communications, Athletics Marketing, the Mountaineer Athletic Club, and others.
• Generate revenue and provide customer service by processing ticket sales and Mountaineer Athletic Club donations via telephone, mail, walk-in service, and at home athletic events.
• Maintain customer satisfaction by providing detailed ticket information and proactively resolving customer concerns while remaining knowledgeable of operational policies and procedures.
• Collect revenue by processing cash, checks, and credit card payments while maintaining financial security and following internal accounting controls and established procedures.
• Service existing accounts, establish new accounts, complete sales transactions, prepare deposits, invoice customers, and generate reports.
• Produce printed tickets by operating computer and printer equipment.
• Work with event security and game management to resolve ticket scanning issues during athletic events.
• Perform other job-related duties as assigned by the Assistant Athletics Director for Ticket Operations and/or the Associate Athletics Director for Annual Giving and Ticket Operations.
• Maintain knowledge of and comply with all rules, regulations, policies, and guidelines of West Virginia University, the Big 12 Conference, and the NCAA. Adhere to NCAA Bylaw 11.1 regarding Conduct of Athletic Personnel.
• Represent the University with professionalism, integrity, ethical behavior, and respect for the rights and dignity of all individuals.
• Demonstrate a cooperative attitude toward all sports within the intercollegiate athletics program.
• Adapt to changing situations, make independent decisions, build and maintain relationships with fans, donors, staff, and contractors, and develop creative approaches to operational challenges.
• Manage sensitive and confidential information related to student-athletes, coaches, and staff using sound judgment and discretion.
• Manage professional and personal time to meet tight deadlines, work extended hours, weekends, and maintain on-call availability as needed.

Qualifications

• 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.

About West Virginia University

West Virginia University is a purpose-driven institution with a strong community focus and statewide impact through our diverse campuses and programs. We promote professional and personal growth and foster a collaborative environment grounded in our core values: service, curiosity, respect, accountability, and appreciation. WVU offers a comprehensive benefits package designed to support work-life balance and employee well-being.

Connections working at West Virginia University