Manager, Ticket Operations

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.

**Job Description**:
As a vital member of the Ticket Operations, Administration and Reporting team, you will join the team responsible for ticket operations across Maple Leaf Sports and Entertainment (MLSE). You will lead the daily tasks of the team, execute Live event builds, and lead the Ticket Office to complete sales and service needs, as well as work strategically with the Live Events teams to help meet their plans. You have leadership experience and a history of working with and motivating a dynamic team to achieve their department goal. With a stellar attitude, quick thinking, and a “get-it-done” approach, you will excel on our ticketing team and help our organization to win off the playing surface.

**Responsibilities**
- Build and manage Sports/Concert events setup as required by various clients.
- Provide an outstanding experience to our event promoters: work on detailed requirements, from event build through show settlement, and create a ticketed event on Ticketmaster system.
- Work directly with Ticketmaster to ensure our systems are up to date and operating efficiently, effectively, and harnessing all the tools available to make our ticket office best in class.
- Train, develop and empower the staff (salaried and hourly)
- Lead and train the Ticket Operations Coordinators with respect to Live Entertainment ticketing builds using Ticketmaster systems and event day management.
- Ensure our Ticket Office staff provide an elevated experience for fans attending our events, and that all customer service issues and needs are promptly addressed.
- Build exceptional partnership relations with all our external clients.
- Liaise with the Live Event Operations and Production on final tech information related to CAD maps for events.
- Assist the Programming team and event promoters in pricing of event manifests
- Maintain ongoing communication and rapport with other department designates to fulfill ticket requirements.
- Supervision of event day ticket operations for Sports and Live Entertainment events across all owned/operated venues.
- Ensure departmental integrity and winning vision are intact.
- Provide extraordinary fan service both internal and external.
- Participate in special projects and perform other related duties as requested
- Provide reporting and assistance to the Director as required

**Qualifications**:
- 3+ years of experience in the Sports and/or Live Entertainment business.
- 2+ years of management experience and successfully leading people.
- Solid understanding of the Ticketmaster Host system. Archtics experience is an asset.
- Experience providing exceptional service to, and settling events with, event promoters.
- Self-starter with the ability to problem-solve, independent learner with a strong ability to communicate to multiple levels in an organization.
- Comfortable and capable of delivering within a fast paced environment, utilizing time management and organizational skills.
- Ability to enhance and lead a positive, innovative and encouraging work environment.
- Shown ability to listen, understand and communicate effectively.
- Ability to work evenings, weekends and holidays, as required by the event schedule.
- Excellent organization and time-management skills with the ability to handle several ta