Assistant Director, Ticket Operations, Department of Athletics

External Applicants: 

Please ensure all required documents are ready to upload before beginning your application, including your resume, cover letter, and any additional materials specified in the job description.

Cover Letter and Supporting Documents:

• Navigate to the "My Experience" application page.

• Locate the "Resume/CV" document upload section at the bottom of the page.

• Use the "Select Files" button to upload your cover letter, resume, and any other required supporting documents. You can select multiple files.

Important Note: The "My Experience" page is the only opportunity to attach your cover letter, resume, and supporting documents. You will not be able to modify your application or add attachments after submission.

Current Employees:

Apply from your existing Workday account in the Jobs Hub. Do not apply from this website. 

A cover letter is required for all positions; optional for facilities, campus services, and hospitality roles 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.

Physical Requirements

• This position may require occasional lifting of items weighing 0-25lbs.
• This position may require employe