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Assistant Athletic Director of Ticket Operations & Customer Service

University of Maryland

Job Description

Position Number:



Assistant Athletic Director

Functional Title:

Assistant Athletic Director of Ticket Operations & Customer Service

Category Status:

33-Exempt Regular

Applicant Search Category:


University Authorized FTE:



PRES-ICA-External Relations

Campus/College Information:

Founded in 1856, University of Maryland, College Park is the stateís flagship institution. Our 1,250-acre College Park campus is just minutes away from Washington, D.C., and the nexus of the nationís legislative, executive, and judicial centers of power. This unique proximity to business and technology leaders, federal departments and agencies, and a myriad of research entities, embassies, think tanks, cultural centers, and non-profit organizations is simply unparalleled. Synergistic opportunities for our faculty and students abound and are virtually limitless in the nationís capital and surrounding areas. The University is committed to attracting and retaining outstanding and diverse faculty and staff that will enhance our stature of preeminence in our three missions of teaching, scholarship, and full engagement in our community, the state of Maryland, and in the world.

Background Checks

Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment.

Position Summary/Purpose of Position:

The Assistant Athletic Director for Ticket Operations and Customer will be responsible for leading all ticket operations efforts for the University of Maryland Athletics Department. This person will provide strategic direction and support for ticket operations by setting guidelines for ticket sales, customer service initiatives and office policy and procedures. The Assistant AD will collaborate with marketing staff, data analyst, and other external units as it relates to maximizing revenue and attendance for all 10 ticketed sports with an increased emphasis on strategies related to football and menís basketball. The individual will also analyze trends and data to develop annual ticket revenue budget and goals for the Associate AD for Business Operations.

The Assistant AD will focus on building and fostering a culture that focuses on the athletic departmentís ďOne MarylandĒ mantra with an emphasis on teamwork, collaboration and customer service. The individual will develop service level standards focused on delivering first-class customer experience by promptly responding and resolving customer inquiries and issues. This person will also monitor and measure service metrics for both internal and external customer feedback and make recommendations to increase efficiencies and overall satisfaction.

Oversee the ticket office unit budget and be fiscally responsible while meeting the needs of the department. The individual will be the primary liaison and lead strategy efforts with our ticketing-related partners such as Paciolan, Dynamic Pricing Partners, and Stubhub. Oversee the Director of Ticket Operations, providing leadership, direction and supporting their professional development. Provide secondary support for football and menís basketball ticket operations. Employee must possess excellent oral and written communication skills in order to interact with season ticket holders and donors and produce high levels of service. Other duties as assigned.

Minimum Qualifications:

Education (include licenses, certification, etc.):
Bachelorís Degree.

7 years of ticket operations in a college ticket office, supervision of full-time staff.

Knowledge, Skills and Abilities:
  • Strong interpersonal skills and excellent written and oral communication skills.†
  • Detail oriented and strong organizational skills.†
  • Ability to set goals and measure progress.†
  • Motivate staff to perform and set a positive example.†
  • Proven track record of building relationships with fans.†
  • Ability to analyze and segment data.†
  • Extensive knowledge of Paciolan.

Job Risks

Not Applicable to This Position

Physical Demands

Traditional office environment. Requires frequent weekend and evening work and periodically requires overnight, out of town travel.

Posting Date:


Open Until Filled


Best Consideration Date


Diversity Statement:

The University of Maryland, College Park, an equal opportunity/affirmative action employer, complies with all applicable federal and state laws and regulations regarding nondiscrimination and affirmative action; all qualified applicants will receive consideration for employment. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, protected veteran status, age, gender identity or expression, sexual orientation, creed, marital status, political affiliation, personal appearance, or on the basis of rights secured by the First Amendment, in all aspects of employment, educational programs and activities, and admissions.

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