Coordinator, Ticket Operations

Ottawa Senators; Ottawa; On-site; CAD 40,000 - 61,000; Full time

Benefits offered by this job

Staff tickets

Partnership discounts

Free on-site parking

Job summary

The Ottawa Senators Hockey Club is seeking an energetic Ticket Operations Coordinator to handle ticketing operations within a fast-paced NHL environment. You will process Salesforce cases, renewals, account maintenance, invoicing, and payment tasks while supporting event builds and CMS updates.

The role requires excellent customer service, strong organizational skills, and the ability to work flexible shifts, including evenings and weekends. Bilingual French & English is preferred.

Qualifications

• 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 deadlines.
• Preference given to bilingual candidates (French & English).

Responsibilities

• Process Salesforce cases: renewals, adjustments, invoicing and payments.
• Assist with event builds, pricing, inventory, and CMS tasks.
• Administer fraud detection and monitor chargebacks.
• Assist finance with collections and overdue accounts.
• Support ticket and premium sales daily tasks.
• Generate balance sheets and monthly event reporting.
• Review policies to align with organizational objectives.

Skills

Customer service

Team player

Office experience

Box Office / ticketing experience

Organizational skills

Under pressure / deadlines

Bilingual French & English

Job description

The Opportunity

The Ottawa Senators are seeking an energetic, partner-focused professional to join us as a 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.

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.

Senators Sports & Entertainment supports the goals of Ontario Regulation 191/11 - Integrated Accessibility Standards and is pleased to accommodate applicants who have a disability during the recruitment process. Please inform the Human Resources Department at 613-599-0250 if you require a disability related accommodation in order to participate in the recruitment process.

SSE is committed to building an inclusive process that respects the dignity and independence of people with disabilities.

SSE confirms that it does not use artificial intelligence (AI) or automated decision-making tools in its recruitment or hiring processes. All candidate screening, evaluation, and selection decisions are conducted by human recruiters or hiring managers using predefined, job-related criteria, ensuring a fair, transparent, and human-led hiring process in compliance with applicable employment and privacy laws.