Premium Services Manager (Crypto.com Arena)

AEG Worldwide; Los Angeles (CA); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k match

Paid holidays

Vacation time

Parental leave

Wellness program

Job summary

AEG Worldwide, a leading live entertainment company in Los Angeles, seeks a Premium Services Manager to enhance guest experiences and retain Arena Suite Owners, Premier Suite Holders, Premier Table & Lounge Clients, Lexus Club Members, and theater Box Holders.

The role focuses on managing communications, high-volume inquiries, CRM voucher creation, and client education on food & beverage ordering to boost sales, while leading and developing teams in a fast-paced arena environment.

Qualifications

• BA/BS degree in hospitality, customer service or related field required.
• 4–6 years of customer services experience in sales, arena/hospitality preferred.
• Experience leading, coaching, and developing teams is highly valued.
• Strong interpersonal and professional communication with clients and staff.
• Organized with coordinating and project management abilities.
• Proficiency in Microsoft Office; able to learn business systems quickly.
• Fluent in English with strong written and spoken skills.
• Customer-service excellence demonstrated in fast-paced environments.
• Able to meet tight deadlines; adaptable to evenings, weekends, and holidays.
• Knowledge of ticketing, CRM and/or food & beverage ordering software.

Responsibilities

• Manage Arena & theater event communications to Premium Seating members (~1,000).
• Handle high call volume and emails; be the primary contact for Premium Seating clients.
• Create ticket vouchers in CRM and maintain reporting accuracy.
• Educate Suite Administrators and guests on online F&B ordering software to drive sales.

Skills

Customer service

Sales experience

Leadership

Project management

Microsoft Office

English skills

Communication

Negotiation

Teamwork

Time management

CRM knowledge

Ticketing software

Education

BA/BS Degree in hospitality or customer service field

Tools

Ticketing system

CRM software

F&B ordering software

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!

Crypto.com Arena is where the world comes to play, perform, and come together. As one of the most iconic venues in sports and live entertainment, we host unforgettable moments, from championship games and global tours to once in a lifetime events that define the culture of Los Angeles.

Owned and operated by AEG, our team brings live experiences to life with creativity, precision, and pride. Every role plays a part in creating nights fans remember, powered by people who care about the details and the impact of getting it right.

If you want your work to show up in real moments, in a venue where history is made every night, there's a place for you here. Because it happens here.

Job Summary:

The Premium Services Manager is a key position within the Premium Services team. The incumbent is responsible for business goal, enhancing the experience and retaining the business of all the Arena Suite Owners, Premier Suite Holders, Premier Table & Lounge Clients, Lexus Club Members, and theater Box Holders.

Essential Functions:

• Manages all the Arena & theater event communication that are distributed to entire Premium Seating client base of approx. 1,000 members.
• Manages high call volume, emails, and supports client services by being the primary contact for all Premium Seating members.
• Responsible for creating ticket vouchers for all requests within CRM and maintaining the accuracy for reporting of ticket management system.
• Educate Suite Administrators and guest on the online food & beverage ordering software that generates sales for Levy Restaurants.

Required Qualifications:

• BA/BS Degree (4-year) within a hospitality or customer service field.
• 4-6 years of related customer services experience in sales, preferably in an arena, hotel, or retail setting.
• Experience leading, developing and coaching teams is highly preferred.
• Excellent people skills with an ability to interact effectively and in a professional, diplomatic and mature manner with clients, guests, and co-workers within the organization.
• Highly organized with good coordinating and project management skills.
• Proficiency with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint), and ability to learn required business systems.
• Strong verbal and written English language skills.
• Demonstrated excellence in providing superior customer service.
• Able to meet tight deadlines and work effectively in a high-pressure environment.
• Must be able to work a flexible work schedule and work evenings, weekends and holidays.
• Knowledge of ticketing, CRM and/or food and beverage ordering software.
• Must demonstrate a positive and results oriented work style.
• Must has strong influencing and negotiation skills.
• Ability to work independently and autonomous, as well as in a team environment.

Pay scale: $75,000 - $80,000

Bonus:

This position is not eligible for a bonus under the current bonus plan requirements.

Benefits:

Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings.

AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions. We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.

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.

Employer does not offer work visa sponsorship for this position.

This Employer is subject to the Fair Chance Initiative for Hiring Ordinance (FCIHO) (LAMC 189.00)