Position Description

The Director of Ticket Operations is responsible for overseeing all aspects of ticketing processes, systems, and financial reconciliation to ensure efficient, accurate, and customer-focused operations. This position manages multiple ticketing platforms, oversees event & game on-sales, maintains financial accuracy, and ensures the integrity of all ticketing data. The role also serves as the primary liaison with third-party vendors, providing technical expertise, training, and support for system integrations and maintenance. This individual will be responsible for the growth and development of the team as it relates to technical skills, prioritizing workloads among the team, and ensuring deadlines are met.

This individual must demonstrate strong analytical, organizational, and leadership skills while maintaining a high level of accuracy and attention to detail. This role requires the ability to manage multiple priorities, ensure compliance with financial and operational standards, and deliver exceptional service to both internal and external stakeholders.

Essential Functions

• Manage and oversee all aspects of ticket operations, including Archtics, HOST, Account Manager Tools, and TMOne platforms

• Manage and oversee the processes for season ticket renewals, invoicing, and payments reconciliation

• Manage and oversee sponsor contract ticket asset fulfillment

• Manage and oversee parking lot inventory management, pricing, reporting

• Manage and oversee access control setup, training, and testing (pedestals, facial rec)

• Oversee events related to Jr. Bucs, She Is Football, Members, Bucs Fan Reach etc.

• Reconcile daily batches (payments); ensuring that all financial accounting requirements are met

• Create and organize event manifests

• Handle and fulfill all internal ticket requests

• Act as primary liaison regarding upkeep and maintenance of Archtics ticketing system, along with 3rd party integrations (iOMedia, Pricemaster, Scanning Pedestals, FEVO, Yinzcam, Lava etc.), as well as being the point of contact regarding all system training

• Conduct financial reporting

• Conduct daily ticket reporting on sales, invoicing, renewals, pacing, and inventory

• Audit all daily system activity to ensure proper recording and classification of sales

• Manage all ticket, parking, and tailgate inventory simultaneously among platforms including TM.com, iOMedia

• Review and process account refunds, deposit checks, transfers, etc.

• Maintain annual budget

• Oversee stored value program

• Run monthly payment plans

• Game Day Role: scanner setup, assisting ticket operations team with troubleshooting among mobile box office staff, access control staff, and ticket office staff

Management Responsibilities

Employee is responsible for managing and directing the work of its employees. Employee is also responsible for staffing the department and the management of employee performance, including hiring appropriate staff, conducting regular performance reviews and, if necessary, terminating staff in conjunction with human resources.

Employee is expected to regularly exercise discretion and independent judgment.

Skills & Abilities

• Strong attention to detail and accuracy
• Ability to collaborate effectively with cross-functional teams
• Effective time and resource management
• Flexibility in a fast-paced, changing environment
• Strong decision-making and problem-solving abilities
• Willingness to learn new systems or technologies
• Ability to identify process improvements
• Ability to prioritize tasks and meet deadlines
• Strong written and verbal communication skills
• Strong organizational and follow-up skills
• Strong written and verbal communication skills

Experience & Education

• A bachelor's degree in business administration or commensurate work experience

• 10+ years experience with Ticketmaster (Archtics, HOST, Account Manager, TMOne)

• Strong Excel skills (formulas, pivot tables)

Technical Knowledge

• Skilled in preparing reports, spreadsheets, and presentations
• Able to input, track, and analyze data accurately
• Knowledge of data security and confidentiality practices
• Comfortable learning and navigating new systems or applications
• Comfortable adapting to technology updates and new digital processes
• Proficient with computers and standard office software
• Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) or comparable tools
• Skilled in preparing reports, spreadsheets, and presentations

Work Environment

• Extended evening, weekend work hours sometimes required
• Required to work all home games
• May have to work occasional holidays
• Must be comfortable working in a high-intensity setting, meeting tight deadlines and delivering quality results

Physical Fitness Standards

• Computer and desk work a significant part of daily activities
• Must be able to lift up to 20 pounds at times
• Must be able to perform occasional physical tasks, which may include working outdoors for extended periods in varying weather conditions, including extreme heat
• Ability to bend, stoop, reach, twist, and kneel
• Ability to push and pull objects weighing up to 20 pounds
• Ability to use hands and fingers to operate tools, equipment, or technology (including but not limited to heavy machinery, forklifts, golf carts, vehicles)
• Ability to perform repetitive motions (typing, writing, data entry, assembly work)
• Ability to work in noisy environments