Maple Leaf Sports & Entertainment (MLSE) one of the world's premier sports and entertainment companies, owns the Toronto Maple Leafs (NHL), Toronto Raptors (NBA), Toronto FC (MLS), Toronto Argonauts (CFL), Toronto Marlies (AHL), Raptors 905 (NBA D-League), TFC II (USL) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League. Its charitable arm, MLSE Foundation, focuses on funding initiatives to support youth through sport and recreational programs. In 2017 MLSE Foundation, with support of community and corporate partners, built MLSE LaunchPad, a 42,000-sq. ft. space dedicated to programming that support its four Pillars: Healthy Body, Healthy Mind, Ready For School and Ready For Work.

MLSE’s common purpose is to unite and empower employees to deliver extraordinary moments to our fans and each other.

Who We Are

We celebrate the diversity, individuality, and personality of our peers, striving to be the best in class, in every class. We believe in Respect, Resilience, Commitment, and Ambition. We work for, with, and around the people that inspire us to try, persist, and achieve more.

Our work goes beyond games, seasons, trophies, and tours. Our success is measured by more than a scoreboard. Our team is stronger when we stand united. We create, we celebrate, we build, and we become better!

What we choose to do next, means everything! It defines greatness, builds character, makes history, and brings the world to its feet.

So, Are You In?

As a valued leader within the Ticket Operations team, you will assist in leading the Ticket Agent team to deliver championship customer service to our fans. Under the direction of the Ticket Operations Manager, you will assist in overseeing and directing all aspects within the Ticket Office during events at Scotiabank Arena, BMO Field and Coca-Cola Coliseum. You will be instrumental in supporting Fan and staff relations during events, helping to ensure we are elevating the fan experience at every point of contact.

• “Think Like A Fan” to ensure not only your delivery of friendly and efficient ticket service, but also that of all the ticket agents working
• Coach, Train and Supervise Ticket Agents during events, processing ticket transactions using Ticketmaster software (tmWIN/PCI/TM1 Sales and Archtics)
• Organize and delegate daily operations of ticket office activities including but not limited to roster and event detail notes.
• Ability to adapt to new ticketing technology and troubleshooting knowledge as required on a shift by shift basis
• Maintain knowledge and use of Ticketmaster system and products.
• Be ambassadors and fan educators on Mobile ticketing technology.
• Ensure Open/Close procedures are followed by ticket agents
• Conduct pre-shift meetings with ticket agents prior to events to brief on all aspects of event operations.
• Address and resolve escalated ticket service issues relating that have been escalated in a timely and efficient manner. 
• Assist with ticket order fulfillment and distribution, as required.
• Work collaboratively with internal departments such as Security Services, Fan Services and others, to elevate the fan experience.
• Act as an ambassador to our fan base by providing information on our venues, events and surrounding amenities.
• Conduct post-shift debriefs to identify efficiencies and improvements.
• Ensure ticket agents follow policies/guidelines as outlined in the Ticket Agent Collective Bargaining Agreement.
• Work in compliance with the provisions of the Occupational Health & Safety Act
• Other administrative or service functions as required.

• Experience in Ticketmaster Host and Archtics ticketing systems required
• Shown ability to provide extraordinary customer service
• Possess the ability to coach and lead others to Unite, Empower and Create Extraordinary moments for our fans and employees
• Must be comfortable with use of computer technology and phone apps
• Ability to solve problems effectively and communicate findings
• Work well under pressure and handle multiple tasks at a time
• Proficiency in the use of the Microsoft Office suite
• Must be available to workdays, evenings, weekends and holidays as determined by the venue event schedule.
• Proven ability to manage/prioritize time sensitive customer requests
• Must be self-motivated learner, a team player and enjoy working with public
• Excellent interpersonal and communication skills 
• Must be able to stand for approximately 4-5 hours
• Able to lift and carry up to 20lbs as required
• Must be able to work both indoors and outdoors as well as in cold environments
• A winning attitude!

Please apply by: September 24, 2021

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Maple Leaf Sports & Entertainment Partnership will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email [email protected]. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.