Job Title: Senior Manager, Ticket Operations and Service
Reports to: Chief Operating Officer
Department: Ticket Sales, Operations and Service
Location: Portland, OR
Status: Full-Time

Overview:
The Portland Winterhawks are seeking a detail-oriented and experienced Senior Manager, Ticket Operations to oversee all aspects of the organization’s ticketing functions. This role requires strong technical expertise in Ticketmaster’s Archtics and TM Host platforms, exceptional leadership, and the ability to drive revenue through operational excellence, strategy, and superior customer service.

·       Build and manage all Winterhawks events (games, parking, food vouchers, VIP lounges, etc.) in Ticketmaster Archtics and CM Tools, ensuring accurate seasons, events, plans, and price codes.

·       Serve as primary liaison with Ticketmaster Client Support Specialists to troubleshoot and resolve technical or system issues.

·       Ensure timely and accurate publication of all Winterhawks events on TM Host.

·       Manage financial oversight of ticketing operations, producing internal reports from Archtics and Host, and partnering with the CFO to complete game settlement reports in alignment with Rose Quarter fee settlements.

·       Develop and implement ticketing procedures, pricing models, and sales distribution strategies.

·       Lead the ticket operations team on game days, providing hands-on customer service support, issue resolution, and operational leadership.

·       Oversee and guide Ticket Operations Manager and Sales Staff to maximize revenue across single-game, group, promotional, VIP, premier, flex, and season ticket sales.

·       Maintain compliance with all ticketing policies, ensuring a seamless fan experience and revenue optimization.

·       3-5 years of progressive ticket operations or ticketing systems experience, preferably in sports/entertainment.

·       Advanced proficiency in Ticketmaster Archtics, Host, and related CM Tools.

·       Strong financial acumen with experience in reporting, settlements, and revenue oversight.

·       Proven leadership ability with experience managing sales and operations teams.

·       Excellent communication, problem-solving, and customer service skills.

·       Ability to thrive in a fast-paced, event-driven environment with flexible hours including nights, weekends, and holidays.

The Portland Winterhawks are a premier franchise in the Western Hockey League with a proud tradition of excellence on and off the ice. This is a unique opportunity to build a career in sports content, design, and broadcast production while working for a championship-caliber organization and connecting with one of the most passionate fan bases in junior hockey

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.