Director, Ticketing and Financial Operations, University Advancement

Application Instructions:

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Job Description Summary

Job Description

Essential Functions:

Ticket Operations (40%)

• Works in a fast-paced university forum ticket office, serving customers by processing orders and providing customer support for all aspects of ticket operations via telephone, written communication, and personal interaction. Should enjoy speaking with patrons to effectively address customer concerns.
• Acquires product and processes knowledge in order to present information effectively to customers and accurately answer their questions.
• Assists in all areas of ticket sales, processing, distribution, and customer support.
• Handles all ticketing and operations communications.
• Program events for sale in Ticketmaster's Host, Archtics, and Account Manager Systems
• Submits changes and revisions to events through Ticketmaster's Event Management and TM1 tools.
• Checks event builds, offers, and price changes for completion and accuracy.
• Prepares daily ticket sales and season ticket reports for internal staff.
• In partnership with the Executive Director, manages reporting and implementation of dynamic pricing efforts.
• In partnership with the Executive Director, manages inventory for events and opens holds as needed. This includes the management of complimentary and discretionary seats.

Financial Management (40%)

• Develops and manages event budgets, oversees all financial aspects from planning to post-event analysis.
• Monitors and analyzes event expenses, ensuring alignment with financial goals and identifying opportunities for cost reduction.
• Works in partnership with the Executive Director to coordinate ticket pricing, sponsorship, and vendor agreements to maximize revenue and profitability.
• Prepares financial forecasts and generates post-event financial reports with insights on performance, revenue, and cost efficiency.
• Works closely with event coordinators, marketing, and sales teams to ensure alignment of financial goals and event objectives.
• Ensures all financial operations comply with company policies, accounting standards, and legal requirements.
• Oversees all aspects of financial management, including accounts payable, receivable, and sales functions.
• Monitors cash flow, investments, and financial performance against budgetary goals.
• Analyzes and reports on the Forum's financial resources.
• Writes grants to secure sponsorship funds.
• Prepares the negotiated terms of speaker contracts for legal review and signature.
• Prepares financial reports and sales dashboard for the Speaker Forum.

Data Strategy (20%)

• Designs and implements data collection and analysis processes to understand audience behavior, event performance, and ticketing trends.
• Generates insights through data on ticketing trends, attendee demographics, and post-event engagement, translating findings into actionable recommendations.
• Leads initiatives to improve data quality, consistency, and accessibility across the organization.
• Utilizes data analytics and visualization tools to communicate key metrics, measure performance, and assess the impact of marketing and pricing strategies.

Other Functions:

• Advises Executive Director on speaker selection for the Speaker Forum through research and effective relationship management with speaker bureaus and agents.
• Organizes workflow; manages and tracks multiple projects; meets deadlines amid a fast-paced, changing dynamic, team-oriented environment.
• Assists with the preparation for the Board of Advisors for the Speaker Forum meetings
• Manages the scheduling and priorities of the speaker forum student worker(s).
• Updates the Forum website using WordPress.
• Collaborates with marketing, customer service, finance, and other teams to ensure an integrated approach to event planning and execution.
• Champions initiatives to improve the attendee experience by leveraging technology, data insights, and innovative ticketing practices.

Required Education, Knowledge, Skills, and Abilities:

• Bachelor's degree in Business, Finance, Event Management, or a related field, plus 5 to 7 years of direct, related experience or an equivalent combination of education and experience.
• Minimum of 3 years of experience in ticketing operations, financial management, and/or data analytics within the events, entertainment, or hospitality industry.
• Proven experience managing budgets, forecasting revenue, and providing financial analysis.
• Proficiency in technical and computer skills, including Word, Excel, database management, the Internet, and other relevant software.
• Proficiency with ticketing software (e.g., Ticketmaster and Ticketmaster Architcs) and data analytics tools.
• Exceptional analytical skills with a strong strategic mindset and a data-driven approach to problem-solving.
• Possess the ability to stay calm under pressure.
• Must have current knowledge of telephone and computer systems, including data integrity,
• Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Strong organizational and project management skills, focusing on results and attention to detail.
• High level of attention to detail and accuracy.
• Ability to prioritize multiple projects while under pressure and with demanding deadlines.
• Ability to work independently and with minimal supervision.
• High level of proficiency with project management techniques and the ability to follow up on all tasks until successful completion.
• Ability to work evenings and weekends and variable hours as required.
• Commitment to the mission and values of University Advancement and a commitment to equity, particularly racial equity, with a willingness to proactively learn about it and integrate it into all aspects of the work.
• Respect for the dignity and abilities of all people.
• Ability to understand the highly sensitive and private nature of the work and the ability to keep such information confidential.
• Knowledge of superior customer service standards.
• Possesses a high degree of self-motivation, a positive attitude, and good judgment.

Preferred Education, Knowledge, Skills, and Abilities:

• Ticketing experience (specifically Ticketmaster Archtics) preferred.

Accountabilities:

• May supervise student workers.
• May supervise Program Coordinator.

Physical Requirements and Environmental Conditions:

Sedentary work primarily involving sitting/standing; communicating with others to exchange information; repeating motions that may include the wrists, hands, and/or fingers; and assessing the accuracy, neatness, and thoroughness of the work assigned. No adverse environmental conditions are expected.

Note: This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by the employee's supervisor.

To help provide a safe learning and living community, Wake Forest University conducts background investigations and drug screens for all final candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce and encourages qualified candidates across all group demographics to apply.

Wake Forest University is committed to providing access and reasonable accommodation in employment for individuals with disabilities.

Additional Job Description

In University Advancement, we believe in equity, not just equality. We understand that in order to develop a fully engaged constituency; individuals must receive equitable treatment instead of equal treatment. Establishing equality means treating everyone the same. Equity necessitates transforming our community to meet the needs, interests and cultural norms of our University Advancement staff.

Authentic and transparent engagement and collaboration from all groups and individuals is at the foundation of University Advancement at Wake Forest University. We aspire to be an exemplar for belonging and inclusion where personal and team achievements are realized and celebrated. University Advancement approaches each moment with sincere gratitude, deep and abiding respect, unwavering optimism, profound humbleness, and an eye to learn something new. Our yesterday has shaped us, our today molds us, and together, our tomorrow at University Advancement and Wake Forest University creates an opportunity for aspirations and inspiration for all generations.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet all requirements listed in the job description. In University Advancement at Wake Forest University, we are dedicated to building a diverse, inclusive and authentic workplace. If this role appeals to you, but your past experience doesn't align perfectly with every qualification on the job description, we encourage you to apply. You may be just the right candidate for this or other roles.

Time Type Requirement

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

WakeForestseeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate.In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on thebasis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran statusandencourages qualified candidates across all group demographics to apply.