Ticket Operations Manager

This is a Full Time Job

Job Summary:

We are seeking an experienced and motivated Ticket Operations Manager to join our team. In this role, you will support all facets of the day-to-day management of ticket operations at both headquarters and arena for Ticket Operations, while playing a key role in broader department initiatives.

Your Role on the Team
• Serve as the primary supervisor for all part-time Ticket Service Representatives, Team Captains, ticket window staff, and phone operators.
• Recruit, hire, onboard, train, coach, and develop all event-day ticket operations staff.
• Create and manage staffing schedules for event days and non-event days to ensure appropriate coverage.
• Prepare, review, and approve payroll for all direct reports.
• Address employee performance and disciplinary matters professionally, confidentially, and consistently.
• Foster a positive team culture centered on exceptional fan service and operational excellence.
• Execute all single-game ticket builds and event configurations for Phoenix Suns, Phoenix Mercury, NBA All-Star, and other arena events.
• Manage ticket inventory, promotional ticket offers, pricing implementation, and quality assurance within Ticketmaster systems.
• Utilize Ticketmaster Host, TM1, and Archtics to support daily ticket operations and event execution.
• Troubleshoot ticketing issues while providing timely resolutions for internal departments and guests.
• Collaborate with Sales, Service, Premium, Marketing, Finance, Arena Operations, Security, and Guest Services to ensure seamless event execution.
• Maintain the integrity and confidentiality of customer accounts and ticketing information.
• Assist with testing and implementation of new ticketing initiatives, system enhancements, and operational processes.
• Perform other duties as assigned.

Your Skills and Experience
• Proven leadership skills with the ability to motivate, coach, and develop employees.
• Strong commitment to delivering exceptional customer service and fan experiences.
• Technical understanding of event ticketing. Experience with Ticketmaster strongly preferred.
• Ability to remain calm, professional, and solution-oriented in high-pressure situations.
• Strong organizational skills with the ability to prioritize multiple projects and deadlines simultaneously.
• Excellent attention to detail and commitment to accuracy.
• Strong problem-solving and critical-thinking abilities.
• Proficiency in Microsoft Office, including Excel and Outlook.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build effective working relationships across departments.
• Ability to handle confidential and sensitive information with discretion.
• Flexible schedule, including nights, weekends, and holidays based on event schedules.
• Ability to work in both office and event-day arena environments.
• Must be at least 18 years of age.
• High school diploma or GED required; bachelor's degree or equivalent professional experience preferred.
• Minimum of three (3) years of experience in ticket operations or a related entertainment field.
• Minimum of three (3) years of leadership or supervisory experience.
• Previous experience working in a professional sports, entertainment, or arena environment preferred.
• Knowledge of Ticketmaster system preferred.
• Experience managing part-time event staff is strongly preferred.

The Team & Experience

We believe great organizations are built by great people. That's why we foster an in-person collaborative, people-first work environment where team members feel supported, empowered, and connected. We value individuals who bring an ownership mindset, lead with initiative, and embrace an ''I'll do it'' mentality in support of the team and our fans.

From career growth opportunities to everyday experiences around the office, we work hard to create an environment where people genuinely enjoy coming to work.

Please note this job description is not crafted to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Questions? Reach out to the Talent Acquisition team at talentacquisition@suns.com