Senior Director, Ticket Operations

Monumental Sports & Entertainment (MSE) is one of the leading integrated sports and entertainment companies globally. MSE’s portfolio spans premier professional sports teams, world-class venues, and next-generation media properties, with marquee assets including the NHL’s Washington Capitals, NBA’s Washington Wizards, WNBA’s Washington Mystics, NBA G League’s Capital City Go-Go, Capital One Arena, and Monumental Sports Network, along with an investment in Team Liquid.

Rooted in the nation’s capital, MSE brings Washington, D.C's distinct influence, ambition, and leadership to the global sports and entertainment landscape. The company harnesses the power of its platform to drive continuous innovation and deliver extraordinary experiences that inspire and unite our community, our fans, and our people.

Our success is powered by talented people who bring passion, creativity, and collaboration to everything they do. If you're looking to build your career in a dynamic, fast-paced organization that's shaping the future of sports and entertainment, we'd love to hear from you.

Position Overview:

The Senior Director, Ticket Operations is responsible for leading the day-to-day management of ticket operations for the Washington Capitals and assisting with ticket operations for the other MSE teams. This position will work to keep Monumental at the forefront of new ticketing technologies.

Are you a ticket operations professional with outstanding collaboration skills and a passion for sports? Apply today! We'd love to hear from you!

Responsibilities:

- Build, schedule, and maintain events and inventory for all Washington Capitals events and ancillary non-game events.

- Organize and coordinate all ticket presales, on sales, and special ticket offers.

- Process Full Season, Partial Plan, and Group Sales ticket orders ensuring accurate pricing and package configuration.

- Process payments for ticket orders.

- Support Sales and Marketing initiatives for driving ticket sales and review upcoming initiatives for Ticket Operations for all Washington Capitals events.

- Coordinate distribution of tickets via mobile delivery, mail, text, will-call, and expedited shipping methods.

- Oversee management of ticket inventory.

- Work 50-60 games in box office each year across MSE team seasons.

- Provide gameday support on all ticketing needs for home and road team players.

- Serves as Box Office leader on game nights to handle plan holder ticket needs, advanced customer service issues, and troubleshoot ticket problems.

- Use Ticketmaster platform including, but not limited to – Archtics, Account Manager, TM1, and TM Host.

- Work any additional all-staff events for the Monumental Sports teams.

- Reconcile ticket sales revenue for the Washington Capitals.

- Submit financial reports as required internally to MSE and externally to the Washington Capitals.

- Work directly with Accounting department on settlements for all home games throughout the season, and final year end settlement following conclusion of the season.

- Collaborate with third-party vendors and use their resources to improve the company’s ticket operations.

- Lead hiring, training, and retention of Ticket Operations staff for the Washington Capitals.

- Oversees day-to-day management of the Washington Capitals Ticket Operations staff.

- Remain aware of industry trends and technologies.

- Other duties as assigned.

Minimum Qualifications:

- Bachelor’s Degree.

- 5+ years related team sports experience.

- Advanced experience with Archtics ticketing system.

- Proficient in all Microsoft Office products, primarily: Excel and Word.

- Outstanding written and verbal communication skills.

- Ability to multitask and maintain business relationships in a professional and confidential manner.

- Excellent time management and interpersonal skills.

- Strong attention to detail is required.

- Flexibility to work nights and weekends.

Pay Range: $143k - 146k USD .

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.