Position Summary
The Director of Ticket Operations provides strategic leadership for ticket operations across the organization, ensuring operational excellence, exceptional customer service, and a seamless ticketing experience from purchase through event attendance.
This position leads the planning, execution, and continuous improvement of ticket operations, ticketing systems, event readiness, and customer service delivery. The Director partners closely with Sales, Consumer Marketing, Admissions, Data Strategy, Finance, and venue leadership to optimize ticketing processes, maximize revenue opportunities, and enhance the overall fan experience.
The Director also develops and leads a high-performing team while driving innovation, operational efficiencies, and enterprise-wide ticketing initiatives.
Essential Duties & Responsibilities
- Develop and execute the organization's ticket operations strategy to support business objectives and deliver an exceptional guest experience.
- Identify and implement operational efficiencies, best practices, and process improvements across Ticket Operations.
- Lead ticketing initiatives, including digital ticketing enhancements and technology adoption.
- Participate in the development of long-term ticket sales strategies, operational initiatives, and revenue growth opportunities.
- Stay informed of industry trends, emerging technologies, and evolving customer expectations to continually improve operations.
- Oversee all aspects of ticket operations from initial onsale through event completion.
- Direct event weekend ticket operations, including staffing, Will Call, ticket resolution, nightly reconciliation, and final event reporting.
- Oversee the administration of ticketing accounts, including employee benefit, complimentary, and other controlled ticket programs.
- Maintain ticketing calendars to ensure renewals, onsales, and operational milestones are executed on schedule.
- Develop standardized operating procedures and controls to ensure consistency across all events and venues.
- Lead ongoing optimization of ticketing platforms, Ticketmaster.
- Oversee event builds, system configuration, user access, operational controls, and platform enhancements.
- Expand and improve the digital purchasing experience for customers through continuous evaluation of ticketing technology.
- Partner with internal technology teams and vendors to implement system enhancements and resolve operational issues.
- Partner with Consumer Marketing, Sales, Admissions, and Data Strategy teams to support pricing strategies, inventory management, and revenue optimization.
- Collaborate with Sales Academy and sales leadership to identify new revenue streams, customer segments, premium seating opportunities, and ticketing programs.
- Participate in the development and execution of enterprise secondary ticket marketplace strategies.
- Support budget planning and financial management for the Ticket Operations department.
- Lead, mentor, and develop the Ticket Operations team, fostering a culture of accountability, collaboration, and customer service excellence.
- Establish performance expectations and provide coaching, feedback, and professional development opportunities.
- Manage recruiting, hiring, onboarding, performance management, recognition, and corrective action in accordance with company policies.
- Develop and deliver ticketing systems and operational training for sales teams and internal stakeholders.
- Champion a customer-first culture by ensuring efficient, accurate, and responsive service throughout the ticket purchase and event experience.
- Develop processes to measure customer satisfaction and identify opportunities for continuous improvement.
- Resolve complex customer service and operational issues with professionalism and urgency.
- Perform other duties as assigned.
Qualifications
- Bachelor's degree in Business, Sport Management, Marketing, or a related field preferred; equivalent combination of education and relevant experience will be considered.
- Minimum of five years of progressively responsible leadership experience in ticket operations within sports, entertainment, live events, or a related industry.
- Demonstrated success leading teams in a fast-paced, customer-focused, revenue-generating environment.
- Strong working knowledge of Ticketmaster, Tickets.com, ProVenue, or comparable ticketing platforms.
- Experience with CRM systems and customer data management.
- Strong understanding of ticket operations, inventory management, pricing strategies, and event execution.
- Excellent leadership, communication, interpersonal, and relationship-building skills.
- Proven ability to manage multiple priorities, meet deadlines, and solve complex operational challenges.
- Experience managing departmental budgets and identifying operational efficiencies.
- Advanced proficiency with Microsoft Office, particularly Excel, Word, and Outlook.
- Knowledge of motorsports or the sports and entertainment industry is preferred.
Work Schedule
This position requires flexibility to support race weekends, special events, and business needs. Evening, weekend, and holiday work is required, along with occasional travel as needed.
