The Opportunity
The Ottawa Senators are seeking an energetic, partner-focused professional to join us as an Ticket Operations Coordinator. This is an excellent opportunity to join an NHL franchise in a client facing position which will allow the candidate to become fully engaged in the business of a major league sports team.
The Ticket Operations Coordinator is responsible for providing customer service to the season seat members of the Ottawa Senators, Belleville Senators and any future teams/tenants of Canadian Tire Centre as required, through the timely and accurate processing of account information, salesforce cases, event maintenance/setup, and game night troubleshooting. Additionally, they are responsible for administering fraud detection and prevention processes, for general customer service/fan feedback and assisting with ticketing account receivable/collections. The Ticket Operations Coordinator guarantees all responsibilities are performed in an atmosphere of congeniality, and efficiency while ensuring internal and external customer satisfaction.
Number of vacancies: 1. This is a replacement role.
Key Responsibilities
Ongoing
- Responsible for the timely and accurate processing of Salesforce case submissions, including but not limited to:
- Season ticket renewals and playoffs;
- Season seat adjustments e.g. additional ticket requests, exchanges, relocations/upgrades, bonus tickets, etc.;
- Account maintenance including address updates, merged accounts, etc.
- Invoicing, payment plans, payment/refund requests
- Group sales/Fevo offer support
- Complimentary ticket request
- Suite lease event processing
- Production and maintenance of givex cards/accounts
- Assist with event build/maintenance including price types and load files, promo codes, season maps, inventory, ticket text, CMS etc.
- Responsible for administering fraud detection and prevention strategies to ensure chargebacks are within acceptable limits
- Assist finance team with collections as required, contacting accounts in default and securing payment
- Support ticket and premium sales reps in their daily tasks as required
- Reporting duties e.g. balancing, address checks, monthly event reporting, etc.
- Similar duties as assigned
Periodic
- Responsible for assisting with the review of policies and procedures for Ticket Operations, and ensuring that they align with the strategic objectives of the organization
Qualifications & Experience
- Available to work flexible shifts, including evenings, weekends and statutory holidays as dictated by the schedule, and all Ottawa Senators and tenant team games as scheduled
- 2 to 3 years’ previous office experience
- Excellent customer service skills
- Previous Box Office / ticketing experience an asset
- Excellent organizational skills
- Able to work under pressure and meet tight deadlines
- Team player
- Preference given to bilingual candidates (French & English)
Who We Are
The Ottawa Senators Hockey Club is a National Hockey League (NHL) team representing Canada’s capital city. The Club delivers world-class sport and live entertainment experiences to the Ottawa-Gatineau region while operating in a fast-paced, collaborative environment across hockey operations, business operations, and event delivery, with a shared commitment to excellence, integrity, and community impact.
What We Offer
Employees will have the opportunity to work in a unique industry, with access to memorable fan experiences, and exclusive perks such as: staff tickets to games and events, partnership discounts (Goodlife, etc.), and free on-site parking - along with the chance to contribute to an organization that takes pride in its people, its performance, and its community.
This role is eligible for a comprehensive benefits package, including health, dental, wellness subsidy, and retirement programs. Support for continued learning (tuition reimbursement) is available, as well as access to multiple learning platforms.
Active social committee, which hosts multiple large-scale events throughout the year.
This role falls within a base salary range of $39,500.00 - $60,500.00 annually, consistent with the organization’s established salary ranges. Salary ranges are determined through a wide variety of factors including but not limited to market data, internal equity, education, relevant experience, knowledge, and applicable skillset.
