Associate Director, Ticket Operations

What to Expect
The Associate Director, Ticket Operation serves as the primary ticket operations manager at Army West Point Athletic Association Inc. (“AWPAA”) for football and other high-profile events, overseeing backend systems, eCommerce platforms, ticket allocations, and coordination with key stakeholders, including donors and internal groups. This role manages ticket operations for football players, recruits, and coaching staff, while also supervising Assistant Directors and training Ticket Sales and Operations teams to ensure efficient processes across all sports. Additionally, it leads all ticket scanning operations at athletic events, manages year-round online and backend operations for the organization’s memorabilia unit, and plays a key role in pricing and planning initiatives. A strong emphasis is placed on delivering exceptional customer service to drive retention and repeat business.

What You'll Do
40% Management

• Create and implement structured workflows and processes that position staff to meet and exceed individual and departmental goals.

• Provide clear direction, prioritization, and guidance on daily responsibilities, ensuring alignment with departmental and organizational objectives.

• Recruit, interview, hire, onboard, and train staff members, establishing a strong talent pipeline and setting clear performance expectations.

• Conduct regular one-on-one meetings, performance evaluations, and ongoing coaching to support professional development and accountability.

• Foster a positive, accountable, and team-oriented culture that emphasizes collaboration, communication, and high performance.

• Oversee staff scheduling, workload distribution, and coverage planning to ensure operational efficiency and service excellence.

• Work with Human Resources to handle employee performance and separations. 

25% Football & Major Event Ticket Operations Leadership

• Serve as the primary ticket operations manager for football (to include all ticket and parking priority allocations, system builds, etc) and unique high-profile events (e.g., concerts, graduation etc.). 

• Manage all ticket operations and ticket sales representatives that oversee ticket operations for Hockey, Men’s and Women’s Lacrosse, Men’s and Women’s Basketball, Wrestling, and any other ticketed events.

20% eCommerce Ticketing Platform Management

• Serve as the primary manager of all eCommerce platform operations (e.g., Paciolan, Ballena, FEVO, SeatGeek, etc.).

10% Ticket Scanning & Access Control Operations

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

5% Industry Best Practices & Continuous Improvement

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

Other duties assigned.

What We Can Offer
$62,353.20- $63,426.24

Who We Are
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 build, educate, train, and inspire the Corps of Cadets to be commissioned leaders of character committed to the Army Values and ready for a lifetime of service to the Army and Nation." 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 Values through an extraordinary NCAA Division I athletic experience.