Director, Ticket Operations

LEGENDS & ASM GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions – from venue development and event booking to revenue strategy and hospitality.

Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues stadiums, arenas, conventions centers and theaters. Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed.

Are you ready to be part of the team that is transforming live entertainment? Join us to make Legends happen!

UNIVERSITY OF MIAMI

The University of Miami has entered a long-term partnership with Legends to oversee athletics ticket sales, customer service, annual fund solicitation/engagement, ticket operations, digital marketing, corporate partnerships, and multi-media rights opportunities.  In addition, Legends will represent the University in developing campus-wide strategic partnerships.  As the exclusive partner for Miami Athletics, Legends will engage Hurricanes fans and donors, local and regional South Florida businesses, and national brands with unique and integrated sponsorship, ticketing, and hospitality options.   

THE ROLE

The Director, Ticket Operations supervises the day-to-day operations of the ticket office ensuring that proper reporting, record-keeping, and policies are in place.  Provides high-quality customer service to internal and external customers.  The Director, Ticket Operations will report to the Assistant VP, Ticketing & Revenue Generation.

ESSENTIAL FUNCTIONS

• Oversees and manages the overall and day-to-day operations of the Athletic Ticket Office.
• Formulates, proposes, and implements standard operating policies, procedures, protocols, and guidelines relevant to ticket operations.
• Primary ticketing oversight for all aspects of football and men’s basketball. Secondary oversight of baseball.
• Manages inventory for all ticketed sports including guest admissions, media pass list, recruit admissions, will call admissions, and game day ticket sales.
• Paciolan database manager responsible for daily operational tasks of Ticket Operations utilizing Paciolan Software for all ticketed events, including but not limited to season setup, event creation, bulk processes, e-commerce setup, and ticket delivery.
• Investigates and provides resolution of situations as a management representative of the Ticket Office when handling customer requests and concerns.
• Tracks effectiveness of promotions and prepares daily reports for management regarding sales activities on phones and at the counter using Paciolan and other applicable reporting tools. 
• Plans, prepares and supervises game day staff and ticket operations for assigned sports. Including the scheduling and supervision of game day staff, preparation for event sales and will-call fulfillment, balancing of ticket inventory and cash change fund upon closing, post-event reconciliation, and preparation of game records, financial, and attendance reports for game settlement purposes.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
• Ensures employees are trained on controls and on the University’s policies and procedures.
• Hire, train, and manage all casual workers and student employees within Ticket Operations.
• Liaison to all departments and staff within athletics for ticket requests and fulfillment.
• Ensure that all complimentary ticket forms are properly completed and that tickets are not sent without approval.
• Provides prompt and accurate ticket data to staff utilizing eQuery.
• Maintain strong internal controls to ensure proper handling of an internal audit. Assist in the development and execution of all ticket office policies and procedures.
• Maintain compliance with NCAA, ACC Conference, institutional, and departmental policies and procedures.
• Work evenings, weekends, and travel as needed.
• Perform other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree
• Minimum three (3) years of relevant exp