Manager, Ticketing & Customer Service (TERM)

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: We are seeking a Manager, Ticketing & Customer Service to join our team on a term basis to provide an 18-month maternity leave coverage. Reporting directly to the Vice President, Ticket Service and Operations, this position provides tactical leadership through facilitating and supporting service initiatives for multiple OEG brands – Oilers, Oil Kings, and Live Entertainment. In addition, they will be responsible for managing the direction and cohesion of revenue-generating Oilers and Oil Kings Season Seat Sales, Service and Retention via professional development, communication, and satisfaction, with the goal of achieving Oilers, Oil Kings, Live Entertainment incremental revenue and retention goals. Your Focus in this Role: * Manages and leads Ticketing and Customer Services Representatives in regard to ticket-related service recovery, touchpoints, technical troubleshooting, Rogers Place information, and Secondary Ticketing * Leads ongoing retention, relocation and annual renewal campaigns for Oil Kings Brand and other event campaigns * Leads ongoing Accounts Receivable collections for all Oilers and Oil Kings Season Seats, Power Packs, Groups, retail and other AR with the goal to achieve $0 owing each fiscal year * Recruits and trains Ticketing and Customer Services Representatives into professional ticket service providers * Assists in the creation and maintenance of ticket service policies and procedures with respect to Rogers Place ticketing * Develops intimate knowledge of ticket holder needs and service recovery best practices * Manages and resolves all ticket and customer issues and post event follow-ups regarding conflict resolution and service recovery in the best interest of the customer as well as the company * Works directly with service providers (e.g. Rogers Place, ICE District Hospitality, Ticketmaster) on all aspects of retail buyer, Power Pack, groups, and Oil Kings Season Seat Membership experience and service recovery to maintain superior service levels * Schedules & manages Ticketing and Customer Services Representatives for event night responsibilities, service recovery, touchpoints and ticket trouble shooting in Rogers Place * Prepares staff schedule & manages time sheets * Oversees the queue telephony system to ensure optimal service delivery * Performs data management and reporting and ensures accurate administration and record keeping for all customer interactions * Seeks out industry best practices in an ongoing effort to continually improve our service levels and initiatives * Works directly with our Premium Services and Season Seat Services department leaders to ensure continuity across all ticket products Who You Are: * You are a dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts * You have a positive and resilient team-centric attitude with a professional image and demeanor * You have proven success in service delivery, conflict resolution, and a high level of interpersonal skills to handle sensitive confidential situations and information * You demonstrated direct and indirect leadership of a cohesive team of young professionals * You have the ability to manage several complex projects simultaneously while working under pressure to meet deadlines while maintaining a positive working attitude * You communicates effectively, builds employee relationships, and provides support to all key stakeholders to ensure achievement of OEG goals and objectives * You understand the importance of holding the team to a high standard of data integrity and attentiveness to maintain accurate and timely data * You are a self-motivated planner with strong attention to detail * You are available to work flexible hours as needed: including evenings, weekends and holidays Education, Experience and Skills: * Post-Secondary Degree or Diploma in a related field is required. In lieu of formal education, extensive experience in a related field may be considered * 3+ years of experience with a professional sports and entertainment organization. In lieu of requirements, experience in marketing, premium services, and entertainment may be considered * Computer proficiency and technical aptitude with the ability to utilize all Microsoft Office products (OneNote, Outlook, Excel, Word); Experience with TM Archtics and Microsoft Dynamics is an asset * Exceptional customer service and problem solving skills with the ability to anticipate needs and wants of internal and external clients * Excellent communication and presentation skills with the ability to influence, negotiate and gain commitment at all organizational levels * Excellent organizational skills using the latest technology and systems in order to organize workload, set priorities and work within deadlines What’s in it for you? * 100% Employer Paid Benefits + RSP Matching Program * Oilers, Oil Kings, and Live Entertainment Ticket Options * Healthcare and Lifestyle Spending Account Options * On-Site Parking and Transit Allowance * On-Site Gym * Beautiful Office Space located Downtown Edmonton within Rogers Place – with easy access to the LRT! * Social Work Culture + Employee Events Next Steps: Thank you for your interest in joining our team! Those moving forward in the process will be contacted by a member of our team. Stay in Touch! Official Edmonton Oilers Website | NHL.com [https://www.nhl.com/oilers/]

The manager will lead ticketing and customer service representatives to ensure high-quality service delivery and effective conflict resolution across multiple sports brands. They are also responsible for managing revenue-generating campaigns, accounts receivable, and staff scheduling for event nights at Rogers Place.

Candidates must have a post-secondary degree or diploma and at least 3 years of experience in a professional sports or entertainment organization. Strong technical aptitude, leadership skills, and the ability to work flexible hours including evenings and weekends are required.

• Employer paid benefits • RSP matching program • Ticket options • Healthcare spending account • Lifestyle spending account • On-site parking • Transit allowance • On-site gym

• Customer servicePreferred
• CommunicationPreferred
• Microsoft OfficePreferred
• Project managementPreferred

Identified from the job description. Confirm important requirements above.

• Ticketing management
• Customer service
• Conflict resolution
• Team leadership
• Data management
• Accounts receivable
• Technical troubleshooting
• Staff scheduling
• Reporting
• Communication
• Project management
• Relationship building
• Microsoft Office
• TM Archtics
• Microsoft Dynamics
• Influencing Skills
• Microsoft Dynamics 365
• Record Keeping
• Organizational Skills
• Ability To Meet Deadlines
• Resilience
• Self-Motivation
• Microsoft Excel
• Accounts Receivable
• Social Work
• Customer Service
• Conflict Resolution
• Data Integrity
• Data Management
• Sales
• Formal Learning
• Oil and Gas
• Leadership
• Marketing
• Innovation
• Interpersonal Communications
• Problem Solving
• Microsoft Outlook
• Microsoft OneNote
• Operations
• Presentations
• Return On Investment
• Service Recovery
• Time Management
• Troubleshooting (Problem Solving)
• Collections
• Technical Acumen
• Detail Oriented

• Sports & Recreation
• Customer Service & Support
• Management & Leadership
• Sales
• Hospitality
• Customer Service/Marketing Representative
• Retail Customer Service Manager
• Retail and Wholesale Trade Managers
• First-Line Supervisors of Office and Administrative Support Workers

Minimum education

Bachelor’s degree

Minimum experience

3+ years

Posting language

English

Working hours

40 hours per week