Sr. Director, Ticket Operations

To Apply: Interested applicants should submit a cover letter, resume, and three (3) references to sstjobs@fcsports.com with the position stipulated in the subject line.

Sr. Director, Ticket Operations
Type:  Full-Time, Salary

Position Description
The Senior Director, Ticket Operations is a senior leadership role responsible for defining the strategic direction, operational frameworks, and performance standards for ticketing, access, and event operations across FCS’s portfolio of major events. This role oversees a team and acts as the subject-matter expert on ticket operations, systems, and process improvement. The Senior Director will work closely with internal departments (Sales, Service, Marketing, Sponsorship, Finance, Event Operations) and external partners (venue, ticketing platform vendors, brokers, promoters) to deliver best-in-class ticketing operations, maximize revenue, drive customer service excellence, and build scalable frameworks for growth. The role will report to the Senior Vice President, Ticket Sales and Service.

General Responsibilities

• Develop and execute a ticket operations strategy aligned with FCS’s business goals, including scalability plans, system enhancements, and process evolution.
• Lead, mentor, and manage a team; set performance standards, promote professional development, and ensure accountability.
• Oversee ticketing systems strategy (e.g., Archtics, Salesforce integration, mobile ticketing, dynamic pricing infrastructure) and ensure accurate configuration, event builds, inventory management, holds/kills, pricing changes and reconciliations.
• Partner with Sales and Service to design ticket products, inventory strategies and pricing tier structures (including premium, group, membership, single-game) that support revenue growth, segmentation and customer experience goals.
• Coordinate with Finance and Data & Analytics to develop revenue forecasting models, analyze ticket sales trends, monitor sell-through pacing, inventory utilization, attribution and profit/loss for ticket operations.
• Drive operational excellence and process improvement across ticket operations: day-of event support, access control, credentialing, will-call, scanning, guest services, ticket fulfillment, reporting and audits.
• Establish and enforce standard operating procedures, internal controls and policies for ticket distribution, exchange, refunds, verification of membership/benefits access, compliance with regulatory and contractual obligations.
• Serve as primary liaison with external ticketing vendors & platform providers, ensuring contractual deliverables (integration, support, service levels) are met and vendor performance is optimized.
• Lead event-day operations execution: finalize event ticket builds, coordinate with Event Operations and Game Day staff, manage unexpected issues or escalations, ensure smooth transitions from pre-game through post-game.
• Work closely with Marketing and Ticket Sales and Service to support ticket promotions, pre-sales, renewals, membership access, and ensure data, timing and process alignment.
• Prepare and present regular executive-level reporting including weekly/monthly dashboards, ticket inventory health, event performance, revenue insights and recommendations during weekly leadership meetings.
• Identify strategic risks (e.g., system failures, under-sell of key events, inventory obsolescence) and develop mitigation plans.
• Champion innovation in ticket operations – explore mobile ticketing enhancements, data analytics for buyer behavior, dynamic inventory releases, access-based benefits, and guest experience improvements.
• All other duties as assigned.

Qualifications

• Bachelor’s degree in Business, Sports Management, or a related field required; MBA or advanced degree preferred.
• Minimum 7-10 years of progressive experience in ticket operations within sports, entertainment or live events; at least 3 years in a leadership/management role.
• Demonstrated success in managing ticketing systems (Archtics, Ticketmaster) and CRM platforms (Salesforce preferred).
• Prior experience in a role contributing to revenue strategy, product development and event settlements.
• Strong analytical mindset with ability to interpret data, identify trends, create forecasts and produce actionable insights.
• Excellent leadership, team development and stakeholder management skills; able to influence cross-functional teams and senior leadership.
• Exceptional operational acumen, with experience building scalable processes, setting standards and executing under high-pressure, event-driven timelines.
• Proficiency with Microsoft Office (Excel, PowerPoint, Teams), plus comfort using data/BI tools or reporting platforms.
• Outstanding communication skills (verbal and written), ability to interact with internal and external stakeholders including senior executives, vendors and clients.
• Flexibility to work evenings, weekends and holidays in alignment with FCS’s event calendar.

 Commitment
This position requires at least forty hours per week and occasional nights, weekends and holidays, according to the Florida Citrus Sports event schedule. The successful candidate must successfully complete a background check and motor vehicle driving check.

About Florida Citrus Sports
Florida Citrus Sports is a not-for-profit membership organization dedicated to increasing community spirit and pride, promoting tourism, stimulating economic development and ultimately benefiting charities, educational institutions and the quality of life in Central Florida through world-class sports and entertainment events, including the Cheez-It Citrus Bowl, Pop-Tarts Bowl, FC Series, Camping World Kickoff, and Florida Blue Florida Classic.

To Apply: Interested applicants should submit a cover letter, resume, and three (3) references to sstjobs@fcsports.com with the position stipulated in the subject line.