Assistant Director, eCommerce & Ticket Ops

Summary

This role will serve as the primary ticket operations manager for wrestling and the secondary ticket operations manager for football as well as other unique high-profile events (e.g., concerts, etc.). Responsibilities include but are not limited to: assisting with all back-end and eCommerce software system builds and maintenance, as well as assisting with priority allocations for all events; player guest, recruit and coaching staff ticket operations. This position will also assist with inbound phone operations on an as-needed basis to help complement the sales teams’ efforts. This position will be the secondary manager of all eCommerce platform operations, covering tickets, events, game-used and game-worn memorabilia, and other items/ packages sold online. 

Scope of Impact

The employee has daily interaction with a variety of United States Military Academy (“USMA”) stakeholders and serves Army West Point Athletics Association Inc.’s (“AWPAA”) External Operations staff and wider Army fanbase and community. This position serves as a way for the community to communicate with West Point directly. Communication and interactions may affect the community’s viewpoint of AWPAA.

Level of Decision Making

This is an Assistant Director position.  All decisions will be made based on mission requirements, will align with both the AWPAA and USMA missions, will be in the best interest of the athletic department, and will adhere to all applicable rules and regulations. The Assistant Director, eCommerce & Ticket Operations position will play an integral role in the success of AWPAA, the Ticketing Unit, and External Operations.

Success Factors

Success in this position will be evaluated by the Supervisor on the employee’s performance in a variety of areas, including but not limited to: Commitment to AWPAA Mission, Vision and Values; and supporting the AWPAA Strategic Plan and Priority Results. Other success factors include being well organized, good time management skills, coachable, positive attitude and the ability to build relationships and connect with others

Essential Duties and Responsibilities 

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Summary

This role will serve as the primary ticket operations manager for wrestling and the secondary ticket operations manager for football as well as other unique high-profile events (e.g., concerts, etc.). Responsibilities include but are not limited to: assisting with all back-end and eCommerce software system builds and maintenance, as well as assisting with priority allocations for all events; player guest, recruit and coaching staff ticket operations. This position will also assist with inbound phone operations on an as-needed basis to help complement the sales teams’ efforts. This position will be the secondary manager of all eCommerce platform operations, covering tickets, events, game-used and game-worn memorabilia, and other items/ packages sold online. 

Scope of Impact

The employee has daily interaction with a variety of United States Military Academy (“USMA”) stakeholders and serves Army West Point Athletics Association Inc.’s (“AWPAA”) External Operations staff and wider Army fanbase and community. This position serves as a way for the community to communicate with West Point directly. Communication and interactions may affect the community’s viewpoint of AWPAA.

Level of Decision Making

This is an Assistant Director position.  All decisions will be made based on mission requirements, will align with both the AWPAA and USMA missions, will be in the best interest of the athletic department, and will adhere to all applicable rules and regulations. The Assistant Director, eCommerce & Ticket Operations position will play an integral role in the success of AWPAA, the Ticketing Unit, and External Operations.

Success Factors

Success in this position will be evaluated by the Supervisor on the employee’s performance in a variety of areas, including but not limited to: Commitment to AWPAA Mission, Vision and Values; and supporting the AWPAA Strategic Plan and Priority Results. Other success factors include being well organized, good time management skills, coachable, positive attitude and the ability to build relationships and connect with others

Essential Duties and Responsibilities 

50 % Ticket Operations

• Serve as the secondary ticket operations manager for football (to include all ticket and parking priority allocations, system builds, etc.).
• Serve as the primary ticket operations manager for wrestling (to include all ticket allocations, system builds, etc.).
• Serve as the secondary manager of all eCommerce platform operations (e.g., Paciolan, Ballena, FEVO, SeatGeek, etc.).
• Manage, build and maintain post-season events when applicable.

20% eCommerce 

• Serve as the secondary year-round back end and online (e.g., eBay & Evenue) operations manager for Army West Point Authentic: the organization’s game-worn and game-used memorabilia revenue unit.

15% Ticket Scanning  

• Serve as the secondary manager of all ticket scanning operations.

10% Customer Service  

• Assist with inbound phone operations and other inquiries on an as-needed basis to help complement the sales teams’ efforts.

5% Professional Development  

• Continually monitor and study evolving best practices from relevant industries.
• Other duties assigned.

Supervisory Responsibilities

• Provide directions and guidance to and assist with the scheduling and training of the hourly box office event staff members.
• Provide directions and guidance to other staff members and departments when applicable regarding ticket operations.

Work Conditions & Physical Requirements

• Perform duties in a fast-paced, ever-changing work environment. 
• Must be able to remain in stationary position for 50% of the time. 
• Occasionally moves in boxes weighing up to 30 lbs.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer, printer, and phone. 
• The person in this position frequently communicates with team members, USMA staff and vendors. 
• Occasionally works in outdoor weather conditions.
• Must be able to work nights, weekends, and holidays as needed.

 

Travel 

Must be able to travel to support away events as needed.

Required Qualifications

• Bachelor’s degree, or equivalent combination of education and experience may substitute.
• Proficiency in MS Office 365.
• Demonstrate good judgment and the ability to respond quickly in a fast-paced work environment. 
• Demonstrated knowledge of NCAA rules and regulations.
• Team-first approach and strong work ethic.
• Ability to build and maintain relationships.
• Excellent organizational and communication skills.

Preferred Qualifications

• At least one to two years of applicable and relevant work experience.
• Proficiency in Paciolan Software.
• Proficiency in Salesforce CRM.

Additional Eligibility Requirements

• Must be eligible to work in the United States of America, without sponsorship.
• Must be eligible to work on a military installation, including a willingness to submit to a background screen.
• Must possess a valid driver’s license.

Pay Range

$19.50 per hour to $21.50 per hour 

This job posting contains a pay range, which represents the range of salaries that AWPAA believes, in good faith, at the time of this posting that it might be willing to pay for the posted position. AWPAA expects to hire for this position near the middle of the range. Only in truly rare and exceptional circumstances, where an external candidate has experience, credentials or expertise that far exceed those required or expected for the position, would AWPAA consider paying a salary or rate near the higher end of the range.

About Us

USMA is renowned as the world’s preeminent leadership development institution. Located on the banks of the Hudson River in West Point, NY, it is approximately one hour from New York City. The mission of USMA is "to educate, train, and inspire the Corps of Cadets so that each graduate is a commissioned leader of character committed to the Army Values and prepared for a career of professional excellence and service to the Nation as an officer in the United States Army." This position will be housed within the AWPAA, which is a non-profit corporation organized to manage and support the 30 intercollegiate athletic programs at the Academy. The AWPAA mission is to recruit, educate, train and inspire leaders of character who are committed to the Army an extraordinary NCAA Division I athletic experience.

Equal Opportunity Statement

AWPAA is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis protected by law.

Applicant qualifications are considered without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis protected by law.

Disclaimer Statement

This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

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