Assistant Manager, Ticket Operations

4 months ago

Toronto, Canada MLSE Full time

**Company Description**
At Maple Leaf Sports & Entertainment Partnership (MLSE), we are committed to creating an inclusive workplace that is representative of our community and where all employees feel they belong and can reach their full potential. We are Canada’s preeminent leader in delivering top quality sport and entertainment experiences and one of North America’s leading providers of exceptional fan experiences. We are the parent company of the National Hockey League’s Toronto Maple Leafs, the National Basketball Association’s Toronto Raptors, Major League Soccer’s Toronto FC, the Canadian Football League’s Toronto Argonauts and development teams with the Toronto Marlies (American Hockey League), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.

MLSE owns and/or operates all the venues our teams play and train in, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. We also provide fans in Toronto with incredible live music and entertainment events, as well as exceptional culinary experiences through our restaurants (e11even and RS) and clubs (Hot Stove Club, ScotiaClub and Platinum Club). Through MLSE Foundation, we have invested more than $45 million into Ontario communities since 2009 and with MLSE LaunchPad, we provide a place where youth facing barriers use sport to recognize and reach their potential.

We achieve all of this through our Common Purpose - to unite and empower our employees to create extraordinary moments for our fans and each other. Come be a part of the team.
- Hourly Staff Program:

- Take the lead with hourly staff scheduling while collaborating with HR to maintain optimal staffing levels.
- Hiring and training of new hourly agent and supervisory staff.
- Lead the engagement program that helps build positive relations ships with our agents and supervisors.
- Develop a strong relationship with the union stewards to be the main point of contact while continuing to build a constant understanding of the Ticket Agent Collective Bargaining Agreement
- Monitoring office supplies of the ticket office.
- Relationship building
- Actively build exceptional relationships with internal stakeholders from groups such as the LIVE, Venue Operations and Finance teams to help foster collaborative communication.
- Actively build exceptional partnership relations with external clients of our LIVE business
- Reporting
- Take the lead in ticket office reporting for internal stakeholders, promoters and artist management.
- Use these relationships and communication to constantly evolve the reporting process, finding new ways to optimize reporting efficiency while continuing to improve reporting for all parties.
- Heavy emphasis on providing outstanding client service:

- Liaise with Ticketmaster on execution of event builds.
- Liaise with event promoters on ticketing tasks from price scaling, offer build, ticket delivery, presale/on sale scheduling, inventory management and show settlement.
- Events
- Assist with the operation and maintenance of Live concert events on the Ticketmaster Host system.
- Manage event day operations for Live Concert events.
- Assist with inventory management and order fulfillment for internal orders.
- Assist with supervising MLSE Sports game-day operations.
- Technologies
- Aide in testing, rollout and adoption of new ticketing technology
- Ability to practice a high level of confidentiality with all information pertaining to events and communications within our department.
- Actively build relationships that help foster an open and professional environment with internal and external stakeholders that align with the department and company’s expectations and culture.
- Working with the ticket office team to foster a positive environment that encourages open communication and constructive feedback.
- Perform other administrative or service functions as requested by management.
- Pride in the organization, the department and the people within.

**Qualifications**:
- Previous experience and knowledge of ticket administration is an asset but not required.
- Knowledge of the Ticketmaster Host System and Archtics System is an asset but not required.
- Exceptional written, oral and communication skills
- Excellent administrative and computer skills (Word, Excel, Outlook, etc.)
- Proven time management skills. You must be able to adhere to time-sensitive deadlines with a quick turnaround.
- Extremely proficient at working within a team but you are also able to work independently.
- Client satisfaction is of the highest priority with the drive to always improve this skill.
- Highly accurate and efficient in daily tasks with a proven track record.
- Passion for working outside the traditional 9-5 schedule. Events and Live entertainment driven role that requires evenings, weekends, and ho

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