Operations Director

AJ Tickets is a leading ticket broker based in Richmond, VA. We specialize in providing a wide range of tickets for live events, from concerts and sporting events to theater and festivals. We are seeking a highly strategic and organized Operations Director to lead our operations team and ensure the accuracy, efficiency, and effectiveness of all core processes.

Job Summary

As the Operations Director, you will be responsible for overseeing and directing all aspects of our operational workflows, from inventory management to order fulfillment and reconciliation. Instead of personally executing each function, you will manage and develop a team of operations professionals who handle the day-to-day tasks. Your role is to ensure processes run smoothly, problems are resolved quickly, and the team is equipped, motivated, and held accountable for delivering operational excellence.

Key ResponsibilitiesLeadership & Management

• Lead, coach, and mentor the operations team to achieve company goals.
• Set clear performance expectations, conduct evaluations, and foster professional growth.
• Build and maintain a culture of accountability, accuracy, and continuous improvement.

Operational Oversight

• Ensure the order fulfillment process (ticket acquisition through delivery) is executed seamlessly by your team.
• Oversee quality control processes to confirm accuracy of inventory and orders.
• Direct the team responsible for financial reconciliations of canceled or disputed orders, ensuring proper resolution and fund allocation.

Process Optimization & Strategy

• Design and refine operational workflows that improve efficiency, reduce errors, and scale with business growth.
• Implement systems and tools to support better visibility, automation, and reporting.
• Monitor KPIs across the team, analyze results, and implement action plans for improvement.

Cross-Departmental Collaboration

• Partner with sales, finance, and other departments to align processes and ensure smooth communication.
• Act as the key liaison between operations and executive leadership, providing insights and recommendations.

Problem Solving & Escalation

• Proactively identify risks or operational bottlenecks and implement solutions.
• Serve as the escalation point for complex issues, guiding the team to resolution.

Required Qualifications

• Demonstrated success in leading and managing operations teams in a fast-paced environment.
• Strong leadership and communication skills, with the ability to motivate and develop team members.
• Proven ability to design and optimize processes, with a focus on scalability and accuracy.
• Solid analytical and problem-solving skills; able to interpret KPIs and implement data-driven improvements.
• Proficiency in inventory management systems and strong computer skills, including Excel.
• Experience in the ticket brokerage, live events, or e-commerce industry preferred but not required.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Work Location: Hybrid remote in Henrico, VA 23229