Reporting to the Manager, Ticket Operations, the Assistant Manager, Ticket Operations, will oversee all day to day and special event operations of the Ticket Office. The role will manage Customer Experience Specialists (CES), and Fan Service Representatives (FSR). This position will support the development, implementation, and optimization of ticketing strategies and sales processes, ensuring the highest standards of customer service, operational excellence, and adherence to industry best practices. The Assistant Manager plays a key role in account management, overseeing cash outs, payment plans and ticket fulfillment.

Requirements

Where will your talents be focused? (Includes but is not limited to:)

Ticket Office Operations

• Manage day-to-day Ticket Office operations including inventory control, staffing needs, part-time work assignments, and reporting.
• Support front line staff with inbound calls and walk up.
• Collaborate with full-time Ticket Office staff on, game day requirements and year end audits, and all ticketing system needs and policies
• Assist with event builds, seat maps, inventory allocation, and reporting in the ticketing system.
• Manage pre-authorized checking, payment plans, cash operations, cash-out procedures, deposits and Moneris. Creating efficiencies and processes where needed.
• Retrieve & count cash, prepare deposits and store cash

Sales & Campaign Execution

• Collaborate with leadership to execute and fulfill all ticket campaigns, including public on-sales, pre-sales, and promotional initiatives across multiple platforms (phone, email, mail).
• Ensure timely and accurate distribution of ticket packages, renewals, and communications.

Staff Leadership & Development

• Lead recruitment, training, scheduling, and performance evaluation of CES' and FSR's.
• Foster a team-oriented environment, providing continuous coaching and ensuring adherence to Club policies and procedures.

Collaboration & Reporting

• Work with Marketing, Finance, and other departments to provide actionable insights through reporting and data analysis (sales, audience demographics, trends).
• Ensure all reporting is accurate, timely, and aligned with strategic objectives

Systems & Budget Support

• Assist in managing the ticketing system, ensuring reliability, updates, and system optimization.
• Support technology and equipment upkeep.

Other Duties

• Maintain the integrity of the patron database by ensuring all records are accurate and complete.
• Lead and support special projects, as assigned by the Manager, Ticket Operations.

What's Needed to Be Successful?

• Post-secondary education in Business, Accounting, Marketing, or a related field.

• 3-5 years of management/supervisory experience in an arena, stadium, or other related box office

• Proficiency in ticketing software (Ticketmaster's Archtics preferred)

• Strong analytical skills with experience in database management and data reporting.

• Advanced knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.).

• Demonstrated leadership abilities in team building, staff motivation, and training.

• Exceptional customer service skills and ability to handle sensitive or escalated issues with professionalism and maturity.

• Strong verbal and written communication skills for effective interaction with staff, coworkers, customers, and suppliers.

• Demonstrated experience in financial processes, including handling transactions with precision and maintaining accuracy in payment reconciliation.

• Familiarity with e-commerce platforms and POS/ticketing systems.

• Proactive and independent thinker, willing to escalate issues to supervisors to ensure timely and appropriate resolution of customer concerns.

• Brings a positive, team-first attitude with a strong focus on service excellence and achieving results.

• Availability to work irregular hours and work schedules including all home game days

Benefits

Wondering what to expect when working for the Saskatchewan Roughriders?

Our employees are empowered to make a difference not only in the community, but in our business operations as well. It is our "secret" to a happy workplace. To do that, the Riders foster a culture that values respect, teamwork, hustle, hard work and fun (it is football after all!).

The Saskatchewan Roughriders are advocates for equity and inclusion and want our workforce to reflect the diversity that makes our province strong. YOU are Rider Nation, and we want the growth of our team to reflect all the amazing talents Saskatchewan has to offer.

We acknowledge the time and effort that is required to apply and thank all applicants for their interest, however only those chosen for an interview will be contacted.

Please note this role is located in Regina, SK and the successful applicant will need to reside locally or be willing to relocate.

This job posting will be open until August 22, 2025.