Assistant Manager, Box Office

3 months ago

Edmonton, Canada Oilers Entertainment Group Full time

**About OEG Sports & Entertainment**:
OEG Sports & Entertainment delivers North America’s leading sports and entertainment experiences to connect our fans to their passions. Located in the heart of the ICE District, OEG owns the 5-time Stanley Cup Champion Edmonton Oilers, the WHL’s three-time Memorial Cup Champion Edmonton Oil Kings, and the AHL’s Bakersfield Condors. OEG operates Rogers Place, North America’s premier and most technologically advanced sports and entertainment venue. The 18,647 seat, $480 million arena is among the most technologically enabled sports facilities in North America as well as the first LEED Silver-certified NHL Facility in Canada.

Our vision is to be a Global Leader in Sports & Entertainment. Together, we inspire our fans by connecting them to their passions, which is ours as well We play hard as a team, and with devoted integrity towards our common purpose. We have commitments to innovation and growth, combined with performance excellence that ensures a fair return on investment. We develop our people to be leaders in our industry, and we invest in our communities. Through our world class talent, we strive to **WIN. ON and OFF the ICE.**

**About the Role**:
Reporting to the Manager, Box Office, the Assistant Manager, Box Office provides tactical leadership to facilitate and support sales and service initiatives for all OEG brands - Oilers, Oil Kings and Live Entertainment - and ensure all inventory requirements are met for internal and external initiatives to support all revenue opportunities. In addition, they are responsible to manage and support the part-time Box Office Representative team and act as a liaison with brand, sales and service teams to efficiently and professionally support their ticket project objectives, event ticketing requests and reporting requirements.

**Your Focus in this Role**:

- Provide guidance and direction for the overall operation of the Rogers Place Box Office to support all events at Rogers Place through a human and proactive approach; with the ability and grace to effectively delegate to ensure all internal and external client requests and orders are processed on time with a high level of execution, quality and service level
- Participate in the recruitment, hiring and scheduling of ~30 Box Office Representatives to ensure effective staffing levels for regular business hours and event nights by maintaining a skilled talent pool
- Support and participate in the ongoing training of the Box Office staff on all technical software systems used - including tm1Sales, Archtics, Account Manager, CRM, tm1Entry and ticket scanner operation and troubleshooting
- Lead and maintain positive operational and customer service support for part-time Box Office team.
- Collaborates with other departments within the organization and act as a key stakeholder on internal projects and campaigns to effectively and accurately manage ticket inventory including allocating inventory for specific product needs and ensuring all is available to retail on event day.
- As a front-line Archtics expert, acts as initial contact for the Ticket Service and Sales teams to research and resolve operational and technical issues, escalating to Ticket Operations team as required
- Maintains positive client relationships, assist in fulfilling client requests and act as ticketing point person for key stakeholders such as ownership, management, internal departments, hockey operations and league VIPs
- Acts as a box office lead on game and event nights (up to and including 100 events annually), preparing the box office for will call ticket distribution, the management and release of ticket inventory, and providing technical support and escalation support to the box office staff for any customer issues that may arise.
- Responsible for specialized programming of tm1Entry software for ingress functionality on all events and ancilliary products - such as parking, Guest Passes, VIP Passes etc. Also includes distribution and troubleshooting for all ticket scanners, ensuring proper scanners are deployed to Fan Experience, REEF Parking and Service teams.
- Manage and maintain a master box office float to ensure adequate supply of event floats, and process daily reconciliations for Box Office, Service and Sales cash and cheque deposits.
- Responsible for maintaining all equipment and supplies in the Box Office, including but not limited to BOCA printers, Janam Ticketmaster scanners, scanner and battery charging bases, ticket stock, phones and stationary

**Who You Are**:

- You’re a positive person with a customer-centric focus
- You’re a self-starter that is excited by autonomy and has a relentless drive to exceed expectations
- You’re open-minded and don’t mind adjusting on the fly
- You believe in a team-first mentality and you thrive in a collaborative, egoless environment
- You’re organized, have a keen eye for detail, and incredible time management skills
- You have a tal

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