Senior Manager, VIP Membership Services - Washington Wizards (Washington · DC)

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Ticket Sales and Services: Client Relations/Customer Service
Monumental Sports & Entertainment (MSE), located in Washington, D.C., is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates five professional sports teams: the 2019 WNBA Champion Washington Mystics, the 2018 NHL Stanley Cup Champion Washington Capitals, NBA's Washington Wizards, NBA G League’s Capital City Go-Go, and 2020 NBA 2K League’s Champion Wizards District Gaming. The company is also co-owner of aXiomatic, which has controlling interest in global esports franchise Team Liquid, and owns and operates Capital One Arena (COA) in Washington, D.C. MSE also manages MedStar Capitals Iceplex, the state-of-the-art training facility for the Capitals and EagleBank Arena on George Mason University's campus. In conjunction with the District of Columbia and Events DC, MSE is a partner in a new sports and entertainment facility in Southeast DC on the St. Elizabeth’s East campus that opened in September 2018. Facility highlights include MedStar Wizards Performance Center, the brand-new training facility for the Wizards, Go-Go and Mystics, and a 4,200-seat arena which serves as the new home of the Mystics and Go-Go. MSE recently opened the first ever in-arena sports book with William Hill at COA and also co-owns and operates Monumental Sports Network (MSN) with the NBC Sports Group. MSN is the mid-Atlantic region’s top destination for exclusive fan experiences and original sports content across desktop, tablet, mobile and OTT streaming devices. Visit 

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:
  • You will provide first-class customer service and value for our fans.
  • You will champion a double-bottom line that engages, unifies and gives back to the community we serve.
  • You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
  • You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
  • You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
  • You will innovate. We are nimble and first to market. We are not averse to risk.
  • You will have fun. We are in the business of happiness.

Position Overview:
The Senior Manager, VIP Membership Services position is directly responsible for all revenue goals associated with an assigned account base. This position will prioritize establishing relationships by providing outstanding service, learning about and developing relationships with our VIP season ticket members, and delivering excellent communication regarding our membership benefits.
Are you a sales/service professional with excellent customer service and a passion for sports? We would love to hear from you!

  • Manage all Wizards courtside season ticket member accounts.
  • Meet and exceed retention and associated revenue goals with assigned client base.
  • Build positive relationships through active communication, including meetings, phone calls, emails and other relevant channels.
  • Assist in the creation and implementation of our membership platform for VIP clients.
  • Sell upgrades, add-ons and referrals.
  • Communicate all relevant team happenings, events, and member benefits. 
  • Develop and deliver our customized programs, events and benefits to drive member engagement.
  • Respond and resolve customer complaints, requests and inquiries; handle difficult fans and situations in a calm and professional manner.
  • Availability to work all Wizards home games.
  • Other duties as assigned.

Minimum Qualifications: 
  • Bachelors' Degree.
  • 3+ years experience in service/hospitality, sales or event management. 
  • Excellent interpersonal and critical thinking skills with a strong attention to detail.
  • Strong communication skills both verbal and written.
  • Ability to successfully prioritize, meet deadlines, and adapt in a dynamic environment.
  • Flexibility to work evenings, weekends, and holidays as needed.

All applicants for employment at Monumental Sports are required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment will be required to produce proof of vaccination status prior to their first day of employment. Monumental Sports will evaluate requests for reasonable accommodations for applicants unable to be vaccinated due to a religious belief, disability or pregnancy on an individualized basis in accordance with applicable laws.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Questions:

  1. Do you currently work for Monumental Sports & Entertainment?

  2. Do you have 3+ years experience in service/hospitality, sales or event management

  3. How do you approach conflict resolution with customers? Please briefly describe.