Assistant Director of Ticket Operations

Posting Details

Job # 037068 Department Code 30003-1071 Department Carrier Dome Operations Box Office Job Title Assistant Director of Ticket Operations Location Syracuse, NY Pay Range Commensurate with Experience Staff Level S5 FLSA Status Exempt Hours

Standard University business hours

8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)

Hours may vary based on operational needs.

Job Type Full-time Campus Syracuse, NY Unionized Position Code Not Applicable Job Description

The Assistant Director leads the day-to-day operations for the Carrier Dome Box Office. This position is specifically responsible for managing, scheduling, hiring, training, and submitting payroll for all full-time and part-time Ticket Operations Coordinators and Representatives that work regular business hours as well as events at the Carrier Dome. In addition, this position is responsible for managing the box office operations during all Football, Men’s Basketball and Athletic Olympic Sport NCAA and ACC postseason contests. Furthermore, this position is responsible for overseeing the complimentary ticket reconciliations for all home Football, Men’s and Women’s Basketball and Men’s Lacrosse events. Lastly, this position oversees all compliance related ticketing procedures for Men’s Basketball.


Bachelor’s degree required or combination of high school degree and 5-7 years of experience in ticket operations at the professional or collegiate level with a minimum of 2-3 years of managerial experience. Advanced working knowledge of the Ticketmaster’s Archtics system required.

Job Specific Qualifications

• Advanced knowledge of Ticketmaster software (systems)
• Advanced knowledge of NCAA Compliance protocols
• Strong interpersonal skills and advanced customer service skills


• Responsible for the direct supervision of 2 full-time ticket operations coordinators and 2 part-time ticket operations representatives on a daily basis in addition to managing and scheduling a 50-person event day ticket seller staff for all events held at the Carrier Dome.
• Responsible for the overall management and supervision of the customer service aspects of the ticket operations team including front line processes and policies. Communicate policy and procedures effectively to all staff.
• Leads and is responsible for the creation, development, implementation, and improvement of all customer service training programs for the Carrier Dome Box Office.
• Leads the customer service efforts to maintain the proper staff members are answering phones and assisting customers at box office front windows.
• Oversees all facets of scheduling, hiring, training, and submitting payroll for the full-time and part-time ticket operations coordinators and representatives that work regular business hours as well as events at the Carrier Dome.
• Provides prompt resolution of guest concerns, requests, and handles escalated customer service issues promptly and courteously.
• Hire and onboard all new gameday staff members.
• Schedule and coordinate 50+ staff/employees to work in assigned areas; ticket booth, team/coaches will call areas, student athlete will call and recruit will call.
• Prepare, review, approve payroll for all full-time and part-time ticket operations representatives.
• Maintains the security of the box office cash handling procedures including the cash drawers assigned to each individual staff member.
• Oversees the post event comp ticket reconciliation for all Football, Men’s & Women’s Basketball, and Men’s Lacrosse events.
• Manages the Military Pass online complimentary ticket system. Update and write the FAQ¿s and announcement of the program annually. Manage the complaints, requests and changes as the come in from Veterans with PTSD, ADA /limited mobility.
• Maintains over 70 season ticket accounts related to complimentary tickets; current employees, retired, car dealerships, medical 1099s, gold pass members and coaches.
• Prepares season ticket tax reports and individual game tax reports to the Office of Payroll.
• Manages the ticket donation process and distribution per the Athletic Compliance office/ NCAA rules and regulations.

• Manages the mailing/shipping process for Syracuse University Football, Men’s & Women’s Basketball, and Men’s Lacrosse season tickets and parking for home, away, and postseason games.
• Acts as main point of contact to promoters for non-athletic events such as MonsterJam, Globetrotters, Concerts, etc as assigned by the Director of Ticket Operations.
• Acts as Box Office Manager for NYS High School Field Band Competitions, Alumni Lacrosse, Juice Jam, and any other misc. events as assigned by the Director of Ticket Operations.
• Manages the balancing and reconciling of gameday ticket sales on the Ticketmaster Host system including the cash deposit as well as providing audit and reconciliation reports to management.
• Travels to select Football and Men’s Basketball away regular season and postseason contests as assigned by the Director of Ticket Operations.

Physical Requirements Tools/Equipment Application Instructions

In addition to completing an online application, please attach a resume and cover letter.

About Syracuse University

Syracuse University is a private, international research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit

About the Syracuse area

Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.


Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.

Commitment to Supporting and Hiring Veterans

Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.

Commitment to a Diverse and Inclusive Campus Community

Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity.

Quick Link Job Posting Date 06/09/2021 Application Deadline Full Consideration By Job Category Staff Message to Applicants

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