Manager, Ticket Operations

Overview

Player 15 Group, the organization behind the Phoenix Suns (NBA), Phoenix Mercury (WNBA), Valley Suns (G League), and Mortgage Matchup Center, is headquartered in downtown Phoenix. We are driven by passion, creativity, innovation, and care, focusing on providing memorable experiences for fans, partners, and the community. Our fast-paced, collaborative environment values every team member's contribution to achieving success and outstanding fan experiences.

Role Summary

We are looking for a motivated and experienced Ticket Operations Manager to oversee day-to-day ticket operations at both our headquarters and arena. This role includes leading multiple teams, managing ticketing systems, and collaborating cross-departmentally to ensure excellent event execution.

Key Responsibilities

• Lead supervision of all part-time Ticket Service Representatives, Team Captains, ticket window, and phone staff.
• Manage the recruitment, onboarding, training, coaching, and development of event-day ticket personnel.
• Develop and maintain staffing schedules for event and non-event days ensuring appropriate coverage.
• Prepare, review, and approve payroll for direct reports.
• Handle employee performance and disciplinary issues professionally and confidentially.
• Cultivate a positive team environment focused on exceptional fan service and operational excellence.
• Execute single-game ticket builds and event configurations for Phoenix Suns, Phoenix Mercury, NBA All-Star, and other arena events.
• Oversee ticket inventory, manage promotional offers, pricing implementation, and monitor quality assurance within Ticketmaster platforms.
• Utilize Ticketmaster Host, TM1, and Archtics systems for daily ticket operations and event execution.
• Resolve ticketing issues promptly for internal departments and guests.
• Collaborate with Sales, Service, Premium, Marketing, Finance, Arena Operations, Security, and Guest Services teams to ensure seamless events.
• Safeguard the confidentiality and integrity of customer accounts and ticket information.
• Support testing and implementation of new ticketing processes, system enhancements, and operational initiatives.
• Perform additional tasks as assigned.

Required Skills and Experience

• Demonstrated leadership abilities with a focus on coaching and developing team members.
• Strong dedication to delivering superior customer service and memorable fan experiences.
• Technical expertise related to event ticketing, preferably with experience in Ticketmaster systems.
• Ability to stay composed, professional, and solution-focused under pressure.
• Excellent organizational skills with capability to handle multiple projects and meet deadlines.
• Meticulous attention to detail and commitment to accuracy.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office suite, particularly Excel and Outlook.
• Effective verbal and written communication skills.
• Excellent interpersonal skills to foster collaborative relationships across departments.
• Capacity to manage confidential and sensitive data with discretion.
• Flexible availability including nights, weekends, and holidays according to event schedules.
• Ability to work in office settings as well as live event environments at the arena.
• Minimum age of 18 years.
• High school diploma or GED required; bachelor’s degree or equivalent experience preferred.
• At least three years of experience in ticket operations or a related entertainment field.
• Minimum of three years in leadership or supervisory roles.
• Previous experience in professional sports, entertainment, or arena environments is advantageous.
• Preferred knowledge of the Ticketmaster system.
• Strongly preferred past experience managing part-time event staff.

Work Environment and Culture

We prioritize a collaborative, people-centered workplace where team members feel empowered and connected. Our culture encourages an ownership mentality, proactive leadership, and a dedication to supporting fans and team success. We offer opportunities for career development and an enjoyable day-to-day experience.

Employee Benefits

• Competitive coverage options for medical, dental, vision, life, and disability insurance.
• Paid vacation, sick leave, volunteer time, and company holidays.
• 401(k) retirement plan with company matching contributions.
• Regular team events including offsites, catered meals, and social activities.
• Employee apparel and discounted merchandise available at the Team Shop and online store.
• Complimentary tickets to Phoenix Suns, Phoenix Mercury, Valley Suns games, and local sporting or concert events when available.
• Access to on-site amenities such as a fully equipped fitness center with locker rooms and showers, indoor/outdoor basketball courts, pickleball court, golf simulator and putting green, cafeteria, and communal gathering spaces.

Equal Opportunity Employer

Player 15 Group is committed to diversity and inclusion. Qualified applicants will be considered regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, veteran status, or disability.

Additional Information

This job description does not include all possible duties and responsibilities and may be revised or expanded at any time.