Manager, Ticket Operations

Job Summary

Player 15 Group is the sports and entertainment company behind the Phoenix Suns (NBA), Phoenix Mercury (WNBA), Valley Suns (G League), and Mortgage Matchup Center. Headquartered in downtown Phoenix, Player 15 Group is driven by a culture built on passion, creativity, innovation, and care. Our people are at the center of everything we do, united by a shared commitment to create unforgettable memories for our fans, partners, and community. We offer a fast-paced, collaborative environment where every team member contributes to the success of our teams, the experiences of our fans, and the impact we make throughout our community. We are seeking an experienced and motivated Ticket Operations Manager to join our team.

About the role

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.

Responsibilities

• 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.
• Aid in testing and implementation of new ticketing initiatives, system enhancements, and operational processes.
• Perform other duties as assigned.

Requirements

• 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.

Qualifications

• 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.

Skills

• 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.

Benefits

At Player 15 Group, our people-first culture is reflected in benefits and perks that may vary based on employment status and eligibility, including the following:

• Competitive medical, dental, vision, life and disability coverage options
• Paid vacation, sick time, volunteer time and company holidays
• 401(k) plan with Player 15 Group match
• Team member experiences throughout the year including team offsites, catered lunches, coffee stands, ice cream trucks and more
• Team swag throughout the year plus employee discounts at our Team Shop and online store
• Complimentary tickets to Phoenix Suns, Phoenix Mercury, and Valley Suns games, plus other local sporting events and concerts, as available
• Access to amenities, including: Full fitness center with locker rooms and showers
• Indoor/outdoor basketball courts
• Pickleball court
• Golf simulator and putting green
• On-site cafeteria and collaborative gathering spaces

Pay

Details about pay are not specified in the job posting.

Schedule

Details about the schedule are not specified in the job posting.