About OEG Sports & Entertainment:
OEG Sports & Entertainment delivers North America’s leading sports and entertainment experiences to connect our fans to their passions. Located in the heart of the ICE District, OEG owns the 5-time Stanley Cup Champion Edmonton Oilers, the WHL’s three-time Memorial Cup Champion Edmonton Oil Kings, and the AHL’s Bakersfield Condors. OEG operates Rogers Place, North America’s premier and most technologically advanced sports and entertainment venue. The 18,647 seat, $480 million arena is among the most technologically enabled sports facilities in North America as well as the first LEED Silver-certified NHL Facility in Canada.
Our vision is to be a Global Leader in Sports & Entertainment. Together, we inspire our fans by connecting them to their passions, which is ours as well! We play hard as a team, and with devoted integrity towards our common purpose. We have commitments to innovation and growth, combined with performance excellence that ensures a fair return on investment. We develop our people to be leaders in our industry, and we invest in our communities. Through our world class talent, we strive to WIN. ON and OFF the ICE.
About the Role:
We are seeking a Manager, Ticketing & Customer Service to join our team on a term basis to provide an 18-month maternity leave coverage. Reporting directly to the Vice President, Ticket Service and Operations, this position provides tactical leadership through facilitating and supporting service initiatives for multiple OEG brands – Oilers, Oil Kings, and Live Entertainment. In addition, they will be responsible for managing the direction and cohesion of revenue-generating Oilers and Oil Kings Season Seat Sales, Service and Retention via professional development, communication, and satisfaction, with the goal of achieving Oilers, Oil Kings, Live Entertainment incremental revenue and retention goals.
Your Focus in this Role:
Manages and leads Ticketing and Customer Services Representatives in regard to ticket-related service recovery, touchpoints, technical troubleshooting, Rogers Place information, and Secondary Ticketing
Leads ongoing retention, relocation and annual renewal campaigns for Oil Kings Brand and other event campaigns
Leads ongoing Accounts Receivable collections for all Oilers and Oil Kings Season Seats, Power Packs, Groups,



retail and other AR with the goal to achieve $0 owing each fiscal year
Recruits and trains Ticketing and Customer Services Representatives into professional ticket service providers
Assists in the creation and maintenance of ticket service policies and procedures with respect to Rogers Place ticketing
Develops intimate knowledge of ticket holder needs and service recovery best practices
Manages and resolves all ticket and customer issues and post event follow-ups regarding conflict resolution and service recovery in the best interest of the customer as well as the company
Works directly with service providers (e.g. Rogers Place, ICE District Hospitality, Ticketmaster) on all aspects of retail buyer, Power Pack, groups, and Oil Kings Season Seat Membership experience and service recovery to maintain superior service levels
Schedules & manages Ticketing and Customer Services Representatives for event night responsibilities, service recovery, touchpoints and ticket trouble shooting in Rogers Place
Prepares staff schedule & manages time sheets
Oversees the queue telephony system to ensure optimal service delivery
Performs data management and reporting and ensures accurate administration and record keeping for all customer interactions
Seeks out industry best practices in an ongoing effort to continually improve our service levels and initiatives
Works directly with our Premium Services and Season Seat Services department leaders to ensure continuity across all ticket products
Who You Are:
You are a dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts
You have a positive and resilient team-centric attitude with a professional image and demeanor
You have proven success in service delivery, conflict resolution, and a high level of interpersonal skills to handle sensitive confidential situations and information




You demonstrated direct and indirect leadership of a cohesive team of young professionals
You have the ability to manage several complex projects simultaneously while working under pressure to meet deadlines while maintaining a positive working attitude
You communicates effectively, builds employee relationships, and provides support to all key stakeholders to ensure achievement of OEG goals and objectives
You understand the importance of holding the team to a high standard of data integrity and attentiveness to maintain accurate and timely data
You are a self-motivated planner with strong attention to detail
You are available to work flexible hours as needed: including evenings, weekends and holidays
Education, Experience and Skills :
Post-Secondary Degree or Diploma in a related field is required. In lieu of formal education, extensive experience in a related field may be considered
3+ years of experience with a professional sports and entertainment organization. In lieu of requirements, experience in marketing, premium services, and entertainment may be considered
Computer proficiency and technical aptitude with the ability to utilize all Microsoft Office products (OneNote, Outlook, Excel, Word); Experience with TM Archtics and Microsoft Dynamics is an asset
Exceptional customer service and problem solving skills with the ability to anticipate needs and wants of internal and external clients
Excellent communication and presentation skills with the ability to influence, negotiate and gain commitment at all organizational levels
Excellent organizational skills using the latest technology and systems in order to organize workload, set priorities and work within deadlines
What’s in it for you?
100% Employer Paid Perks + RSP Matching Program
Oilers, Oil Kings, and Live Entertainment Ticket Options
Healthcare and Lifestyle Spending Account Options
On-Site Parking and Transit Allowance
On-Site Gym
Beautiful Office Space located Downtown Edmonton within Rogers Place – with easy access to the LRT!
Social Work Culture + Employee Events
Next Steps:
Thank you for your interest in joining our team! Those moving forward in the process will be contacted by a member of our team.
Stay in Touch!
Official Edmonton Oilers Website | NHL.com

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📌 Manager, Ticketing & Customer Service (TERM) (Alberta)
🏢 Socket.dev
📍 Alberta