Assistant Director, Student and Ticketing Operations

Assistant Director, Student And Ticketing Operations

Wesleyan University is a private residential liberal arts university located in Middletown, Connecticut, United States. The Usdan University Center is home to several offices that provide services to campus. These are under the umbrella of Auxiliary Services Administration.

Reporting to the Associate Director for Auxiliary Services Operations, the Assistant Director, Student and Ticketing Operations, provides strategic leadership in student staffing, ticketing services, and facility support across the Usdan University Center, Fayerweather, and Memorial Chapel.

This 10-month position plays a key role in delivering high-quality service, ensuring operational continuity, and supporting the development of student staff.

The workload remains steady throughout the year; however, responsibilities shift in alignment with the academic calendar and campus event schedule.

Primary Responsibilities

Student Employment and Leadership Development

• Lead all aspects of student workforce management: hiring, onboarding, scheduling, evaluation, and retention for 20 Facility Assistants and 2 Student Managers.
• Make strategic decisions on staffing structures, communication systems, and workflow efficiencies to enhance operational effectiveness.
• Execute and enhance training programs each semester, with a focus on customer service, risk management, and leadership development.
• Execute systems and policies that reinforce accountability, professionalism, and hands-on mentoring.
• Maintain administrative oversight of digital tools (EMS, MS Teams, electronic key systems, and access control platforms).
• Update Standard Operating Procedures (SOPs) as needed.

Ticketing Operations and Box Office Management

• Manage the operations of the campus box office, ensuring efficient service delivery for university departments, student groups, and public-facing events.
• Serve as administrator for the centralized ticketing system, AudienceView, including event builds, user training, user access, reporting, and troubleshooting.
• Analyze customer behavior and ticketing trends to inform campus-wide decision-making.
• Act as the primary liaison with the ticketing software provider and lead system improvements in collaboration with campus stakeholders.
• Supervise and train student box office staff in customer service, transaction handling, and system use.
• Manage box office reconciliations.

Operational Continuity and Incident Response

• Serve as a key point of contact for resolving last-minute scheduling changes, incidents, and urgent operational challenges.
• Enforce building and safety policies, coaching student employees in incident management and customer engagement.
• Coordinate with campus departments and facilities staff to resolve service issues and maintain continuity of operations.
• Provide visible leadership support during campus events, including evening and weekend coverage as needed.

Facility Support and Special Programs

• Partner with Assistant Director of Facilities & Technical Operations to report and track facility maintenance and project needs.
• Serve as an operational liaison for AV systems; ensure student staff are trained to support routine technology operations.
• Oversee the Usdan Vendor Program, including recruitment, onboarding, scheduling, and marketing support for vendors.
• Manage campus vending operations, ensuring service continuity and initiating enhancements.
• Support programs such as the Commencement Gown Initiative.
• Other duties as assigned.

This position is required to work on campus. (Relocation assistance to CT is available for those who qualify).

Minimum Qualifications

• A bachelor's degree in Higher Education Administration, Business Administration, Facilities Management, or a related field, and a minimum of three years of progressively responsible experience in campus operations, student affairs, event services, auxiliary services, customer service or a related field or an equivalent combination of education, training, and experience. Relevant grad student assistantship will be counted towards experience.
• Experience managing people or projects involving students or staff directly or indirectly.
• Experience managing complex workflows, scheduling systems, or ticketing platforms.
• Experience implementing and enforcing operational policies and procedures.
• High proficiency in Microsoft 365.
• Strong organizational, leadership, and communication skills with experience in fast-paced environments.
• Proven ability to work independently, prioritize tasks, and manage multiple responsibilities simultaneously.
• Demonstrated ability to respond quickly and effectively to unexpected operational challenges or incidents, including conflict resolution and decision-making under pressure.
• A willingness to work flexible hours, including evenings and weekends, during peak periods and special events.
• Ability to lift 40 lbs and stand for extended periods (with or without accommodation).
• Demonstrated commitment to work within a diverse environment and interact openly with individuals of different backgrounds.

Preferred Qualifications

• Master's degree in Higher Education, Public Administration, or related field.
• Experience in campus center management, student union operations, or comparable multi-use facility environments.
• Direct experience with ticket sales, box office management of computerized ticketing systems.
• Familiarity with AV operations and technical troubleshooting.
• Knowledge of EMS or similar scheduling software.
• Knowledge of Workday or similar financial system.
• Experience in accounting and cash management.

Position is open until filled. For full consideration please apply by July 7, 2025 when first review of applications will begin.

Applicants must upload a cover letter and resume. Compensation: $43,492 - $ 50,879 Work Location: On Campus

All offers to external applicants are contingent on the candidate's completion of a pre-employment background check screening to the satisfaction of Wesleyan University.

Wesleyan University, located in Middletown, Connecticut, does not discriminate on the basis of race, color, religious creed, age, gender, gender identity or expression, national origin, marital status, ancestry, present or past history of mental disorder, learning disability or physical disability, political belief, veteran status, sexual orientation, genetic information or non-position-related criminal record. We welcome applications from women and historically underrepresented minority groups. Inquiries regarding Title IX, Section 504 or any other non-discrimination policies should be directed to Vice President for Equity and Inclusion, Title IX and ADA/504 Coordinator.

Wesleyan University complies with the Clery Act and maintains records of campus crime statistics and security policies. Copies of Wesleyan University's Clery Act Report are available on request and online at .

Experience is taken into consideration in the determination of salary offers. For more information visit .

Wesleyan offers a broad range of employee benefits and development opportunities, including comprehensive group insurance plans, wellness programs and incentives, generous paid time off and retirement plans, flexible work schedules, employee and dependent tuition programs for those who qualify.

Detailed information on the benefits of working at Wesleyan is located at: .