The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community. The organization is on the rise and is experiencing success both on and off the ice. Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history. Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high. The organization is expanding outside of FLA Live Arena via the renovation of the FTL War Memorial in downtown Fort Lauderdale. This state-of-the-art ice facility will feature two regulation-size rinks, new team practice rink with stadium seating, and a 4,000-capacity music theatre for live entertainment. The future is bright, and we are very proud of what we are building in South Florida.
Job Summary: The Manager, Hockey Ticket Operations will be a highly organized and detail oriented professional with a passion for improving operational efficiencies and experiences for Panthers fans.
Primary responsibilities include ensuring daily operations run proficiently through creation and implementation of ticket operations procedures, establishing operations training and development programs, oversight of event builds, inventory management, and gameday scanning procedures.
The Manager will share responsibility of maintaining strong relationships with fans, partners, venue staff, and team executives in a manner that elevates customer service standards.
Job Functions:
Specific duties include but are not limited to:
Support the VP with execution of daily operations and administration of department
Primary operations contact for Panthers Hockey; plan, build, and execute all aspects (event build, price codes, offers, scanning, box office setup, etc.)
Serve as ticket operations Manager on Duty for majority of home games and special events
Coordinate effective collaboration with designated departments including ticket sales & service, marketing, arena operations, corporate partnerships, business intelligence and strategy & insights regarding the overall coordination and impact of ticket operations.
Work in tandem with Business Intelligence and Strategy & Insights in the categorization, build and structure of all inventories on both a season and individual game basis.
Cultivate alliance with box office staff to uphold high guest service standard
Primary operations contact for home team, visiting teams and internal VIP requests
Manage Assistant Manager & Coordinators
Primary operations resource for sales & service ticket inquiries/issues
Manage fulfillment timelines and execution for each event
Continuously identify and suggest processing efficiencies for sales and ticket operations
Maintain and cleanse ticket data within the Archtics database
Oversee preparation of daily financial reconciliation reports and chargeback disputes
Formulate and complete special projects, reports as assigned by management
Manage daily & event day box office operations and staff
Qualifications:
Strong skillset in Excel for reporting-based needs.
Ability to prioritize, delegate workload, and solve problems efficiently and quickly
Ability to provide excellent customer service to all internal and external clients by representing the organization and department professionally
Assertive, motivated, self-starter, autonomous, collaborative, curious
Strong attention to detail, excellent interpersonal skills, and effective oral and written communication skills.
Ability to work independently and as a part of a high functioning team.
A minimum of 2-4 years of related work experience
A minimum of two (2) years utilizing Ticketmaster Archtics & HOST
SeatGeek ticketing system experience a plus
Experience in sports and/or entertainment industry
Position Type/Expected Hours of Work: This is an exempt position. Must be able to work flexible hours, nights, weekends, and holidays as needed.
At the Florida Panthers, Arena Operating Company, Panthers Ice Den, and Sanza Food Service we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.
We welcome all to apply and join our team.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
