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The Manager, Ticket Operations reports directly to the Senior Director, Ticket Sales and Operations and is responsible for overseeing all aspects of ticketing for the San Diego Gulls, ensuring efficient sales, distribution, and customer service processes. This role manages day-to-day ticket operations, including season tickets, group sales, single-game sales, and premium seating, while maintaining accurate records and reporting through ticketing systems.

The manager works closely with sales, marketing, and finance departments to develop strategies that maximize revenue and attendance. They coordinate with the Pechanga Arena box office operations staff during games and events and ensure a seamless experience for fans from purchase through entry. Additionally, the role involves analyzing sales data, managing inventory, implementing pricing strategies, and maintaining compliance with league policies and regulations.

Responsibilities

• Oversee all ticketing operations for San Diego Gulls Hockey Club, including season tickets, premium seating, suites, group sales, and single-game inventory across a full regular season and pre/postseason

• Serve as the primary administrator of the club's ticketing platform AXS Back Office, managing complex event builds, dynamic pricing structures, manifest management, and system integrations

• Coordinate with Pechanga Arena's full-time and part-time ticket operations staff, including game day personnel, with a focus on operational excellence and elite fan experience standards

• Direct all box office and access control operations for home games at Pechanga Arena, ensuring seamless ingress/egress for 5,000-12,000+ fans per game

• Partner closely with Ticket Sales & Service leadership to support revenue-driving initiatives, including renewals, upgrades, and client experiences

• Collaborate with Marketing, Finance, and Business Intelligence teams to implement data-driven pricing strategies, demand modeling, and targeted ticket offers

• Manage league-mandated reporting, ticket audits, and compliance requirements in coordination with AHL office

• Oversee ticket inventory distribution across primary and secondary markets, including resale platforms, while protecting brand integrity and pricing strategy

• Execute ticketing operations for high-profile events, including playoffs, professional women's hockey games, outdoor games, and league events such as the AHL All-Star Game (if applicable)

• Coordinate premium hospitality ticketing, including suites, club seating, and VIP access, ensuring white-glove service standards

• Work cross-functionally with Arena Operations and Security to optimize entry processes with mobile ticketing technology

• Ensure financial accuracy through daily reconciliation, settlement reporting, and collaboration with Finance on forecasting and budgeting

• Maintain strong relationships with third-party vendors, ticketing partners, and internal stakeholders to continuously improve systems and processes

• Lead innovation in ticketing technology, including mobile wallet adoption, contactless entry, and fan-facing digital enhancements

• Provide executive-level reporting and insights on attendance, yield, pricing performance, and revenue optimization opportunities

• Perform other tasks, projects, and responsibilities as assigned

Qualifications

• Bachelor's degree in Sports Management, Business Administration, Finance or related field

• 3-5+ years of progressive experience in ticket operations, preferably within a professional sports or large-scale live entertainment

• Demonstrated experience working with enterprise ticketing systems such as AXS (Back Office), Ticketmaster, TM Host or similar platforms

• Proven track record of managing high - volume events and large seating inventories

• Strong understanding of ticket sales lifecycle, including season tickets, renewals, group sales and premium ticketing

• Knowledge of secondary ticket marketplaces and resale strategy management

• Strong knowledge of computer programs Must be proficient in Excel and database applications, as well as Word and Outlook

• Effective interpersonal and communication skills for cross-department collaboration and vendor management

• Strong time management and organizational skills

• Proven ability to lead and develop crossfunctional teams to meet operational and strategic goals

• Able to handle sensitive financial data, VIP client information, and internal reporting with professionalism

• Able to interpret sales data, identify trends, and support dynamic pricing and revenue optimization strategies

• Able to relate professionally to all levels of staff, management, clientele, and suppliers

• Able to work non-traditional hours, in non-traditional settings including nights, weekends and holidays

• Able to deliver excellent customer service in a fast-paced environment

Knowledge, Skills and Experience

Education - Bachelor's Degree

Experience Required - 3-5 Year

This position is on-site.