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Director of Ticket Operations, Adams Center

at University Of Montana

Posted: 7/7/2019
Job Reference #: 2294
Keywords: operations

Job Description

Tracking Code
2294-254
Job Description

The University of Montana invites applications for the Director of Ticket Operations. This position is responsible for the oversight of all ticketing functions for all events hosted by the Adams Center and Washington-Grizzly Stadium, including University of Montana Intercollegiate Athletics, touring concerts, and other live entertainment. The GrizTix box office sells 280,000 tickets annually with sales in excess of $10 million. The Director of Ticket Operations will serve as the primary contact for the ticket office, providing premier service to all. This position reports to the General Manager of Campus Entertainment.

As a member of the Adams Center Management Team, the Director of Ticket Operations collaborates on planning, coordinating and executing ticketing operations for all events held at the Adams Center and Washington-Grizzly Stadium. The position will assist with pricing structures and strategy, as well as collaborate with the marketing efforts of the Intercollegiate Athletics Department to help maximize revenue through increased ticket sales. The Director of Ticket Operations is responsible for fulfilling the requirements of negotiated ticketing service terms and providing accurate reporting for both UM Athletic and Adams Center events. The successful candidate must demonstrate significant initiative, autonomy, excellent communication skills, interpersonal relationship building and an extensive understanding of both live entertainment and collegiate athletic events.

The Director of Ticket Operations serves as the primary contact for, and has oversight of the Paciolan ticketing services agreement. This position oversees two (2) full-time and one (1) .75 time staff members, along with 10-15 part-time and student employees, and is responsible for the hiring, training, scheduling, managing and coaching towards excellence, of all ticket office staff.

UM is an Affirmative Action/Equal Opportunity employer and has a strong institutional commitment to the principle of diversity in all areas. In that spirit, we are particularly interested in receiving applications from a broad spectrum of qualified people who would assist the University in demonstrating its five priorities for action: Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always"; partner with place; and proudly tell the UM story.

Responsibilities include:

  • Oversees the set-up and sale of season and single game tickets for six (6) UM Intercollegiate Athletic sports programs and manages game-day ticketing operations.
  • Manages all ticketing-related functions for major events such as concerts and other live entertainment in the Adams Center and Washington-Grizzly Stadium, including seating manifests, scaling, pricing, ticket text, holds, timers, audits, sales reporting and sold maps to ensure accuracy from initial event built through day of show.
  • Upholds the highest-quality customer service level and ensures all box office personnel are knowledgeable, service-oriented, and efficient.
  • Prepares accurate and detailed financial settlements for events.
  • Serves as primary contact with University organizations contracting for ticketing services: responsible for preparing preliminary scope of work and costs for service estimates and negotiation of fees and services.
  • Develops and manages annual box office operating budget; oversees all human and physical resources while actively working to maintain a financially healthy ticketing operation.
  • Designs and implements long-range strategic planning and develops policies, procedures, and goals for ticketing department.
  • Serves as lead trainer for the Paciolan software and stays current with system capabilities and new features.
  • Provides technology support for the GrizTix box office including website development, data collection & analysis, software management, event set-ups, and electronic mailings.

Required Skills

  • Thorough understanding of current best-practices and market trends for box office procedures and ticketing management, including event on-sales, inventory control and reconciliation
  • Extensive customer service experience that includes effectively and diplomatically handling difficult customer service situations
  • Ability to maintain composure while under the stress, pressure and time sensitive demands of the job.
  • Extensive experience with cash handling and general accounting
  • Possess effective leadership skills with the ability to motivate a diverse staff
  • Demonstrate effective researching and problem solving skills
  • Consistently exercise initiative, diplomacy, and good judgment
  • Have excellent attention to detail, accuracy and timeliness
  • Maintain thorough records along with confidentiality of information
  • Manage difficult situations appropriately and professionally, and exhibit conflict resolution and/or mediation skills
  • Ability to communicate complex information to individuals and groups
  • Be self-directed and self-motivated, adapt to frequently changing priorities, and be able to organize and prioritize multiple work assignments
  • Ability to quickly learn and put to use new skills and knowledge brought about by rapidly changing technology; and be innovative and creative
  • Skill in the operation of personal computers and software, including Microsoft Office Suite
  • Willingness to work a flexible schedule which includes early morning, late nights and weekends
  • Ability to be on an on-call status and react to immediate/emergency situations as needed
  • Knowledge of ADA and public safety regulations relative to ticket sales with the ability to explain them to customers
  • Knowledge of supervisory practices and procedures with the ability to lead a team
  • Knowledge of budgeting, financial planning and accounting principles and techniques, and cost control procedures

Required Experience

  • Bachelor’s degree, with a background in Business Administration, Marketing or related field OR an equivalent combination of related education and experience
  • Minimum of five (5) years related box office experience, with no less than three (3) years in a ticketing management role of an arena or stadium

Preferred Qualifications

  • Professional experience in a University setting with familiarity of athletics operations
  • An understanding of NCAA, conference, and university rules and regulations as they relate to ticketing
  • Experience working with promoters of live events
  • Experience with Paciolan ticketing software (Pac7, SB Client, Salesforce CRM, PacMail, eQuery reporting, etc.)
  • Ability to collect and analyze web-based data (demographics, buyer behavior, etc.) and to project local market trends
  • A working knowledge of production scheduling, lighting, video, sound, staging, rigging, and design elements as they relate to live entertainment events
  • Experience with diagramming software (CAD, Visio, Social Tables, etc.).
  • Experience with Photoshop
  • Experience with interactive social media, web based apps for ticketing entry, and digital signage

Position Details

  • Position is full-time, 1.0 FTE, MUS Contract and includes a comprehensive and competitive benefits package including insurance package, mandatory retirement plan, partial tuition waiver, and wellness program.
  • Salary range for this position is $42,000 - $48,000 per year commensurate with qualifications.

About UM

The University of Montana is a unit of the Montana University System with more than 11,000 undergraduate and graduate students and 500+ full-time faculty members. It is located in Missoula, a culturally vibrant community of about 70,000, surrounded by mountain grandeur which was recently ranked in the “top 20 best college towns with a population of less than 250,000” by the American Institute for Economic Research and ranked 9th in Outside Magazine’s “The 16 Greatest Places to Live in America” in 2014. Many national publications recognize Missoula for its high quality of life. Abundant recreational opportunities in surrounding state and national forests and nearby Glacier National Park and Yellowstone National Park complement a thriving intellectual atmosphere.

To learn more about the Adams Center, GrizTix, University of Montana, Missoula, and the State of Montana, please visit the links below.

Criminal Background Investigation is required prior to Offer of Employment.
In accordance with University policy, finalists for this position will be subject to criminal background investigations.
ADA/EOE/AA/Veteran's Preference.
Reasonable accommodations are provided in the hiring process for persons with disabilities. For example, this material is available in alternative format upon request. As an Equal Opportunity/Affirmative Action employer, we encourage applications from minorities, veterans, and women. Qualified candidates may request veterans’ or disabilities preference in accordance with state law.
References *References not listed on the application materials may be contacted; notice may be provided to the applicant.
Testing Individual hiring departments at UM may elect to administer pre-employment tests, which are relevant to essential job functions.

Employment Eligibility. All New Employees must be eligible and show employment eligibility verification by the first date of employment at UM, as legally required (e.g., Form I-9).


How to Apply

Priority Application Date: July 2, 2019

Applications received by this date will be guaranteed consideration. Application review will begin on July 2, 2019 and continue until the position is filled.

Please submit the following application materials via "New Resume/CV" button below.

*Please note: only five (5) attachments are allowed per application. Please combine documents accordingly.

  • Letter of Interest – addressing the stated required skills for the position
  • Detailed resume listing education and describing work experience
  • Three (3) professional references - Names and contact information
Required Skills

The successful candidate will have a (degree) in XYZ or related field (option: provide example of related fields) and XX years of relevant experience, or an equivalent combination of education and experience. (Additional language inserted here as necessary, including preferred qualifications, Physical requirements added here as well, if essential functions of the position.)

Job Location
Missoula, Montana, United States
Position Type
Full-Time/Regular