Director of Ticket Operations & Analytics

Job Requisition: JR101816 Director of Ticket Operations & Analytics (Open) Job Posting Title: Director of Ticket Operations & Analytics Department: CC00326 WM001 | ATHL | Ticket Office Job Family: Staff - Communications Worker Sub-Type: Regular (benefited) Job Requisition Primary Location: Kaplan Arena Primary Job Posting Location: Posting Location - William & Mary Job Description Summary: The Director of Ticket Operations and Analytics is responsible for the development and execution of the annual ticket revenue plan, including new season ticket sales, renewals, premium seating sales, group sales, and single-game ticket packages. This position oversees the processing of phone, walk-up, and online ticket orders; coordinates maintenance and support for all ticket office technology systems; and manages the preparation, planning, and fulfillment of ticket orders. The Director of Ticket Operations and Analytics collaborates cross-functionally with departmental leadership, the ticket office, marketing, communications, and external partners to drive revenue growth and deliver a unified fan experience. In addition, this position is responsible for producing weekly, monthly, and seasonal revenue reports, as well as developing key analytical reports that identify incremental revenue opportunities. This position also supervises hourly staff. Performance Expectations • Serve as department expert and thought leader on ticket operations strategies and the athletic department interface with fans during the ticketing process. • Drive revenue growth through data-informed ticket sales strategies. • Deliver accurate, timely reporting and actionable insights. • Maintain high standards of customer service and operational efficiency. • Ensure staff development, accountability, and performance management. • Maintain compliance with financial, operational, and institutional policies. Job Description: Required Qualifications: Bachelor’s degree or an equivalent combination of education, experience, and training. Previous experience with cash handling. Previous experience scheduling staff members for office coverage. Demonstrated competency with spreadsheet, database management and word processing software specifically Microsoft Word, and Excel. Basic accounting skills. Exemplary customer service skills. Preferred Qualifications: Knowledge of Paciolan or other ticketing software. Knowledge of financial record-keeping methods, procedures and practices Demonstrated problem solving and strategic thinking skills. Demonstrated ability to prioritize, identify critical issues and work towards results. Additional coursework in accounting, sports management or other related. Some supervisory experience. Previous experience working in college athletics or box office. Conditions of Employment: Work schedule includes frequent evenings and weekends as well as overnight travel to sporting events. This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act. This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor. This is a restricted position subject to availability of funding. Job Duties: 40% - Ticket Operations Leadership & Strategy: Lead the development and execution of ticketing strategies, including season ticket renewals, new sales, group sales, and promotional initiatives. Oversee pricing structures, packaging, and inventory management to maximize revenue Partner with external sales teams (e.g. Aspire) and internal stakeholders to drive ticket sales performance. Establish policies and procedures to ensure operational efficiency and consistency. Serve as the primary authority on ticket operations, ensuring alignment with departmental and organizational goals. Provide strategic oversight of all ticket office operations across ticketed sports. 20% - Data Analytics, Reporting & Revenue Optimization: Lead the collection, analysis, and interpretation of ticket sales data to inform decision-making. Develop and deliver comprehensive sales and revenue reports, forecasts, and dashboards to deepen leadership understanding of where sales and revenue currently stands, where we are projected to go, and how we are benchmarking against previous campaigns. Use analytics to identify trends, optimize pricing strategies, and improve customer segmentation and targeting. Maintain and oversee the integrity of ticketing databases and reporting systems. Collaborate with department and campus partners to ensure accurate revenue tracking, reconciliation, and compliance. 20% - Ticket Office Management & Operations: Oversee day-to-day ticket office functions, including system setup, event builds, and order fulfillment. Ensure accurate configuration and maintenance of events, pricing, and ticket inventory in Paciolan. Manage ticket distribution processes, including digital/mobile delivery and physical ticketing. Oversee allocation and fulfillment of sponsor, complimentary, and special ticket requests. Ensure compliance with cash handling, financial controls, and audit procedures Provide on-site leadership during athletic events and special events, including nights and weekends. 10% - Staff Leadership & Development: Lead, supervise, and develop full-time, part-time, and student ticket office staff. Oversee hiring, onboarding, training, and scheduling processes. Establish clear performance expectations and provide regular coaching and feedback. Foster a customer-focused culture and ensure high service standards across all interactions. 10% - Systems, Technology & Process Improvement: Oversee ticket office technology, including ticketing systems, POS equipment, and scanning devices. Identify and implement new technologies and tools to improve efficiency and reporting capabilities. Develop and maintain comprehensive training materials and operational documentation Ensure staff are trained on systems, tools, and best practices. Additional Job Description: Salary: up to $60,000 commensurate with experience and internal alignment. A resume/CV and cover letter are required for this position. Please note: No more than 5 individual documents may be uploaded into the upload field provided. Each individual file must not exceed a size limit of 5MB. If necessary, candidates can compress multiple files into a single zip file for upload. Benefits Summary Statement William & Mary offers our employees a full array of benefits including retirement, health insurance with options for expanded dental and vision along with group and optional life insurance with coverage for spouse and children, flexible spending accounts, and an EAP (Employee Assistance Program). Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university libraries, and much more. To learn more, go to: Job Profile: JP0296 - Public Relations & Marketing Specialist III - Exempt - Salary - S09 Qualifications: Compensation Grade: S09 Recruiting Start Date: 2026-06-09 Position Restrictions: Restricted Funds EEO is the Law. Applicants can learn more about William & Mary’s status as an equal opportunity employer by viewing the "Know Your Rights" poster published by the U.S. Equal Employment Opportunity Commission. Background Check: William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check. Remote Work Disclaimer: Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor’s ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility. William & Mary and the Virginia Institute of Marine Science (VIMS) are vibrant, innovative and engaged communities and we are delighted about your interest in a career with us. Please be aware Workday has weekly downtimes and will be unavailable Fridays starting at 9:00 p.m. through Saturdays at noon (ET) for scheduled maintenance. During this time, the portal will be closed and will not accept applications. William & Mary offers a competitive range of benefits that support employee well‑being and professional growth, including access to on‑campus fitness facilities, university libraries, and other wellness resources. Educational assistance, professional development opportunities, and a robust holiday schedule are also available. Learn more and explore our comprehensive benefits website.