Director of Service

TITLE: Director of Service

DEPARTMENT: Ticket Sales & Service

REPORTS TO: SVP, Ticket Sales & Hospitality

TYPE: Full-Time Regular

FLSA: Exempt 

ROLE TYPE: People Manager

 

OUR CLUBS 

Seattle Sounders FC and Seattle Reign FC are entering an exciting new era as one soccer family with a shared commitment of excellence and growth on and off the pitch. Each club has independently forged a rich history of performance while connecting deeply with the community. Our clubs are continually pushing the boundaries of what's possible while fostering an inclusive culture- championing causes and building community connections to expand our reach and impact. Each match is an opportunity to bring together our community, celebrating our resilience, inclusivity, and a commitment to excellence. United in professional dedication- we are two clubs with one shared vision of progress and greatness. 

POSITION SUMMARY 

We are seeking a Director of Service to lead a team of service executives towards achieving departmental goals and objectives. This individual will be accountable for overseeing successful season retention of season ticket products, as directed by the SVP, Ticket Sales & Hospitality

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Work with SVP, Ticket Sales & Hospitality to provide strategic direction for all service team members and campaigns.
• Develop and execute campaigns to incentivize outreach and impactful interactions aimed at maximizing membership experience and mitigating membership retention risk.
• Assist with the development and execution of the department’s business plan and annual budget.
• Oversee Ticket Service Representatives to achieve both departmental objectives and personal career goals.
• Implement strategies to teach and incentivize executives to provide first class service for our members.
• Recruit, hire, promote, manage, and measure the performance of the department’s staff.
• Cultivate and grow talent on the Ticket Service Team while fostering a culture that prioritizes teamwork, collaboration, employee well-being, and continuous learning & development.
• Develop opportunities for career growth amongst the service team.
• Establish daily, weekly, monthly, and season long performance goals to hold the service team accountable.
• Maintain a positive, competitive, and ambitious sales & service culture that is focused on common team goals and objectives.
• Provide service training to further develop team members in upselling and retaining full menu products.
• Work closely with direct reports to further develop their management skills.
• Collaborate across departments to ensure all ticketing needs are being met including project management, people management, product development, sales & service campaigns, and customer journeys.
• Work with Marketing and Business Analytics to enhance the identifying of potential sales leads via social media, Salesforce CRM, and prospecting event(s).
• Create and analyze sales sand service reports to help identify areas of opportunity and make data-driven recommendations.
• Serve as the department’s primary on-site contact for all ticketing needs and initiatives on matchdays.

QUALIFICATIONS   

• Proven leader with experience managing a high performing sports service team in a fast paced environment.
• Strong leadership, coaching, and motivational skills, with experience in training and developing staff.
• Must have a thorough understanding of ticketing systems, CRM Platforms, Excel and other standard sales reporting platforms
• Demonstrated commitment to diversity, equity, and inclusion, and to living organizational values and our Mission to Create Moments, Enrich Lives, and Unify and Uplift Through Soccer, with a track record of promoting these values in all interactions.
• A team player who thrives in a collaborative environment by building strong relationships and following through on commitments.
• Knowledge of how to develop client-focused service solutions.
• Must possess a detail oriented, logical, and methodological approach to problem solving, including the ability to remain calm, collected, and professional under pressure.
• Ability to be flexible, prioritize, and manage multiple tasks/projects and staff needs.
• Proven track record of using a CRM system as a forecasting & pipeline tool to lead goal hitting campaigns.
• Strong time management, organization, and analytical skills.
• Must be comfortable and familiar with effectively relaying feedback, constructive criticism, and conducting performance reviews.
• High proficiency in written, verbal, and presentation skills.
• Bi-lingual (Spanish/English) or multi-lingual a plus.

WORK ENVIRONMENT   

• This role offers a hybrid work arrangement, combining remote work with on-site responsibilities at our Headquarters & Training Facility in Renton, WA and attending matches at Lumen Field.
• Must be able to work a flexible schedule, including evenings, weekends, and holidays as needed. 
• Must reside within Washington state upon date of hire. 
• Must be able to facilitate own local travel. 
• Must be eligible to work in the US without sponsorship. 

COMPENSATION, BENEFITS AND PERKS 

We offer competitive compensation and an engaging, supportive environment that prioritizes the health and well-being of our people by providing the following top-notch benefits.

The annual salary range for this position is $80,000 - $125,000 and eligible for bonus opportunity. Base pay at time of offer will take into account job-related knowledge, skills and experience required for the role, internal equity and market.

Our Total Rewards package for full-time team members includes:

• Comprehensive Healthcare Coverage: We offer 100% employer-sponsored premiums for you and your dependents.
• Generous and Flexible PTO: Our Paid Time Off plan is designed with your well-being in mind, offering unlimited paid vacation.
• Retirement Planning Support: 401(k) retirement plan matching, helping you secure your financial future with ease.
• Inclusive Parental Leave: Our gender-neutral parental leave program provides 12-16 weeks of paid leave, giving new parents the time and support they need during this important life stage.
• Exclusive Perks: Enjoy complimentary tickets to matches, making it easier for you to experience the excitement firsthand.
• Continuous Growth Opportunities: We invest in your learning and development through various programs and resources.
• Community Engagement: We provide a variety of volunteer opportunities that align with our social impact goals and RAVE Foundation initiatives, empowering you to make a meaningful difference in the Seattle community.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

We are committed to fostering a diverse and inclusive workplace where every employee is respected, valued and supported. We celebrate our diverse work environment and welcome team members of all backgrounds and perspectives. To that end, if you do not meet every job requirement listed, we still encourage you to apply. We believe your relevant experience and expertise will help us become a high-performing best-in-class workplace for all. Women, gender-nonbinary, people of color, LGBTQIA+ people and people with disabilities are encouraged to apply.

The physical demands reflected in the duties and work environment herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. If you’d like to request an accommodation in the application or interview process, please do so by emailing the People & Culture Team.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

 

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