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Assistant Director, Ticket Operations, Department of Athletics

Wake Forest University
United States, North Carolina, Winston Salem
April 09, 2024

Application Instructions:

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** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.

Job Description Summary

The Assistant Director, Ticket Operations is responsible for managing the daily operations of the ticket office as it relates to event creation utilizing Paciolan ticket software, event management, processing ticket orders, ticket distribution, customer service, conflict resolution and enforcement of NCAA regulations related to the sale and distribution of tickets to intercollegiate athletic events and non-intercollegiate events.

Job Description

Essential Functions:

  • Provides exceptional customer service to walk-up customers at Ticket Office window; responds to customer questions and telephone inquiries. Researches, investigates, and resolves problems as they occur in an effort to provide the Best Fan Experience in the state of North Carolina
  • Sells and prints tickets on Paciolan ticketing software for football, men's and women's basketball, baseball, men's and women's soccer, and non-intercollegiate events.
  • Coordinate priority seating allocations and distribution of tickets
  • Responsible for ticket operations management for events and home games for Wake Forest Athletics. Assists with other University projects and events as needed.
  • Plan renewal campaigns for baseball, women's basketball and men's & women's soccer
  • Assist with renewal efforts for football and men's basketball
  • Authorizes and processes credit card sales, accepts cash or checks, and applies payment to the Paciolan system.
  • Contributes ideas and viewpoints on strategic and operational plans
  • Coordinate the hiring and training of part-time employees
  • Liaison to ticket sales team to assist with inventory, creation and execution of group sales initiatives utilizing Fevo platform
  • Adheres to NCAA regulations regarding ticket sales at home athletic contests to include recruits, high school coaches, players' families, the general public, boosters, and donors.
  • Reports any potential ACC and NCAA rules violations to the Assistant AD of Ticket Operations or Compliance Office.

Required Education, Knowledge, Skills, Abilities:

  • BA/BS with working knowledge of sales and customer service and one year experience. An equivalent combination of education and experience may be accepted.
  • Unquestionable integrity and a strong sense of professional ethics.
  • Evidence of being self-starting, self-motivating, organized, entrepreneurial and creative in formulating and presenting solutions to customers over the phone and in person.
  • Proficiency in Microsoft Office Suite and familiarity with CRM software solutions. Experience with Paciolan preferred.
  • Excellent customer service skills including listening, clear communication, empathy, adaptability, and patience.
  • Ability to research and organize information and data accurately and with an attention to detail.
  • Ability to prioritize and to execute multiple tasks in a time-sensitive, pressurized environment.
  • Knowledge of NCAA rules as they pertain to intercollegiate ticket operations.
  • Ability to communicate, both orally and in writing, with varied constituents; general public, students, coaches, administrators.
  • Ability to handle cash, checks and credit card sales.
  • Flexibility to work evenings and weekends.
  • Valid driver license with good driving record; must be insurable.


Responsible for own work

Additional Job Description

Time Type Requirement

Full time Note to Applicant:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

WakeForestseeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate.In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on thebasis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran statusandencourages qualified candidates across all group demographics to apply.

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