Director of Ticket Operations

About Rice

JOB DESCRIPTION

Boasting a 300-acre tree-lined campus in Houston, Texas, Rice University is ranked among the nation’s top 20 universities by U.S. News & World Report. Rice has a 6-to-1 undergraduate student-to-faculty ratio, and a residential college system, which supports students intellectually, emotionally and culturally through social events, intramural sports, student plays, lectures series, courses and student government. Developing close-knit, diverse college communities is a strong campus tradition, which is why Rice is highly ranked for best quality of life and best value among private universities.

Rice is also a wonderful place to work. Rice faculty, staff and students share values that are essential to our success as a healthy community. Those values guide our decisions and behaviors and shape Rice’s culture. They come through in the way we treat each other and the welcome we extend to our visitors. These values can be recalled simply by our name — RICE — Responsibility, Integrity, Community and Excellence.

Position Summary

The Director of Ticket Operations is responsible for the management and leadership of the daily operations of the ticket office. The Director manages and supervises ticket office operations including planning, compliance, systems, security, game-day operations, back-office management of the Paciolan ticket software, and customer service. Additionally, the role will be responsible for the hiring, training, and scheduling of 15–20 temporary customer service representatives.

Minimum Requirements

• Bachelor’s degree
• 1 years of related ticketing or operations experience
  
  

Substitutions

• No substitutions for education or experience allowed
  
  

Skills

• Ability to prioritize work and multitask
• Excellent organizational skills
• Ability to take initiative and ownership of projects
• Strong written and verbal communication skills
• Ability to exercise sound judgment in decision-making
• Relevant subject matter knowledge
  
  

Preferences

• Master’s degree and three years of experience working in college or professional ticketing
  
  

Essential Functions

• Implements, administers, and evaluates day-to-day business and administrative activities of the ticket office
• Directs and oversees the day-to-day operation of the ticket office and customer interactions (phone, email, and in-person). This includes daily customer service work, overall supervision of ticket operations personnel, and game-day operations for all sports
• Organizes, manages, and completes special projects
• Collects and analyzes data, creates reports, reviews and explains trends; formulates and evaluates alternative solutions and recommendations to achieve the goals of the program or function
• Manages all facets of student ticketing, including working with campus personnel
• Analyzes and interprets policies; develops, revises, and implements procedures
• Performs all other duties as assigned
  
  

Additional Functions

• Ensures consistent standards relating to the procurement of tickets and audit procedures for ticketing operations are upheld by all ticketing employees
• Responsible for cash security and transport; manages cash and credit card closeouts daily and ensures that all closeouts are properly balanced
• Provides reports of ticket prices, ticket revenue, and event attendance
• Recommends and implements new processes and procedures to ensure compliance with NCAA regulations
• Creates and implements plans to ensure the security of information transmitted in ticketing, credit card processing, and related systems
• Maintains ticketing systems and provides training to new employees
• Creates and implements plans, processes, and procedures and oversees customer interactions to ensure superior customer service
• Resolves issues and works with customers to meet their needs
• Sells, assigns, and distributes season and group tickets
• Arranges admission for members of the game opposition, Athletic Department personnel, players’ family and friends, and sponsors, as well as arranges for issuance and admission of complimentary ticket holders
• Manages season renewal process for all ticketed sports
• Ensures the security of the Ticket Office’s technology, such as selling computers, scanners, card reader devices, etc.
  
  

Rice University HR | Benefits: https://knowledgecafe.rice.edu/benefits

Rice Mission and Values: Mission and Values | Rice University

Rice University is committed to ensuring Equal Employment Opportunity and welcoming the fullness of diversity into our candidate pools. Rice considers qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national or ethnic origin, genetic information, disability, or protected veteran status. Rice also provides reasonable accommodations to qualified persons with disabilities. If an applicant requires a reasonable accommodation for any part of the application or hiring process, please contact Rice University’s Disability Resource Center at 713-348-5841 or adarice@rice.edu for support.

If you have any additional questions, please email us at jobs@rice.edu. Thank you for your interest in employment with Rice University.