Manager, Ticket Operations - Premium

  • LA Galaxy
  • Carson, CA, USA
  • 14 Apr, 2024
Full time Leadership & Management MLS Ticketing

Job Description

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer. 

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations. 

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Position Summary:

The Premium Ticket Operations Manager is responsible for all premium ticketing processing which incorporates LA Galaxy  and non-LA Galaxy events, ticketing skills, managing relationships with internal departments and external parties, using critical thinking to solve problems and using creative solutions to achieve results. This role will need to identify and resolve issues independently, audit and maintain accurate accounting and lead the department's ancillary initiatives. Must be detail-oriented and an excellent communicator.

Essential Functions:

  • Managing the Premium portfolio of ticketing for all Licensed tenant seasons and ancillary events including event builds, managing price charts and inventory, hitting deadlines, and fulfilling tickets. Estimated average of 44 events per year (22 LA Galaxy Main Stadium subscription events, 2 Membership events, 8 Rugby events, 12 Ancillary/Exhibition/Concert events).
  • Processing all premium sales and opt-in fulfillment including Licenses, Rentals and Lounge access for each event. Maintaining the Event Suite Grid with accuracy in a timely fashion.
  • Configuring all sales offers through the ticketing platform for each event through testing and problem solving via critical thinking. Maintaining documentation for each event including sales and delivery timelines, evolution of special offers, and using price codes that allow for appropriate tracking and reporting.
  • Arranging, activating, and testing access to all Premium seating locations including suite scanners and lounge check-in through secondary profile scanning. Onboarding new AXS technology at Lounge access points to authenticate and validate entry appropriately for events to eliminate bad actors and human error.
  • Preparing all documentation for fellow ticketing professionals, training resources and offer overviews for the sales team, and maintaining notes for event details for future reference. 
  • Interacting with AXS Account Manager and Client Services for all Premium needs to achieve results including keeping track of bugs and enhancement requests, following up on outstanding items and being proactive in outreach to implement new AXS products and integrations.
  • Game day support and issue resolution for all events with Premium ticketing.
  • Providing all reporting and settlement needs for each event with accuracy and efficiency.
  • Special projects as assigned by management.

Required Qualifications:

  • BA/BS Degree (4-year): Sales, Operations or related field
  • 4-6 years of related work experience
  • 4-6 years of experience in sports and/or entertainment industries is ideal preferred
  • 4-6 years of experience with Dynamics CRM system preferred
  • Highly organized, resourceful, detail-oriented, quick learner and critical thinker
  • Ability to prioritize workload and solve problems efficiently and quickly; ability to be flexible and multi-task in a fast-paced environment
  • Ability to provide excellent customer service to all internal and external clients by representing the club, facility and department professionally
  • Assertive, motivated, self-starter, autonomous and collaborative
  • Ability to handle highly sensitive and confidential information, including large sums of money
  • Ability to professionally communicate and interact with all levels of management
  • Ability to read, listen and communicate effectively in English, both verbally and in writing; bilingual preferred
  • Proficient with Microsoft Suite (includes Word, Excel, PowerPoint, Outlook, SharePoint, OneNote, OneDrive)
  • Ability to access and input information using a moderately complex computer systems
  • Ability to work evenings and weekends in addition to regular business hours as the event calendar requires

Pay Scale: $67,376 - $84,220

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.