Operations Support Manager, Community Venue Services

Position Summary

The Operations Support Manager, Community Venue Services manages the day-to-day delivery of facility booking, ticketing and community event support services to provide consistent, reliable service to residents, community groups and venue users. The role oversees financial controls, the day-to-day operations of retail, gift shops and vendor programs, concession agreements and procurement support activities, and implements operational improvements that support service delivery within the Recreation, Parks and Cultural Services division.

Reporting to the Service Area Manager, Community Events and Venue Partnerships, the position leads the day-to-day coordination of Lead Coordinators, Community Event Services and Facility Booking Coordinators through workforce planning, scheduling, coaching and operational oversight. The role monitors service performance, supervises staff, resolves day-to-day operational issues and makes operational decisions independently within delegated authority, and provides analysis, recommendations and operational support to internal departments, service providers and community partners. The position contributes recommendations on budget planning, service improvements, major partner relationships (including the Petes, Lakers and Compass), contract administration and strategic priorities to support decision-making by the Service Area Manager, who holds overall accountability for retail, gift shops and vendor programs, and leads major agreements, procurement and contract negotiations.

Key Responsibilities

1. Service, Program & Operational Leadership

· Manage the daily performance of facility booking, ticketing and community event support services, setting work priorities, evaluating workloads, allocating staff

and monitoring completion, to deliver consistent, reliable service to residents, community groups and venue users within service-area direction, deadlines and standards.

· Ensure operational activities follow approved policies, procedures, agreements and service-area direction so that customers and partners receive consistent service and commitments are met.

· Direct and support assigned teams, accountable for priorities, workloads, quality and results, coordinating with the unionized positions that hold specialized booking, ticketing, permitting and event coordination work and with the service areas responsible for facility operations, on-site event delivery, destination marketing, tourism planning and the broader City event portfolio.

· Supervise staff, resolve day-to-day operational issues and make operational decisions independently within delegated authority, without requiring approval for routine matters, and promptly escalate only significant concerns requiring management intervention to the Service Area Manager, to protect service continuity and limit risk to customers, partners and the City.

2. Retail Services & Vendor Programs

· Oversee the day-to-day operations of retail and gift shops at assigned municipal facilities by reviewing sales, inventory controls, financial reporting and operational performance to support effective service delivery and financial accountability, with overall accountability for these areas held by the Service Area Manager.

· Coordinate the implementation of approved retail and gift shop procedures and improvements, identify operational concerns early, and recommend changes on service efficiency, revenue opportunities and resource requirements to protect retail revenue, referring overall retail, gift shop and vendor program direction decisions to the Service Area Manager.

· Oversee the day-to-day implementation and administration of approved vendor membership programs, ensuring assigned employees follow established application, insurance, payment and compliance requirements, to protect the City from risk and treat vendors fairly and consistently.

· Evaluate vendor program participation, revenues and operational performance, and recommend improvements to support program effectiveness and future development

3. Concession Agreements & Procurement Support

· Administer concession and food service agreements at assigned municipal facilities by reviewing performance, tracking obligations and outstanding concerns, and coordinating follow-up with internal departments and providers to support compliance and timely issue resolution.

· Prepare contract performance reports and recommendations, coordinate agreement follow-up, and support major tenant and service-provider relationships by identifying issues and providing recommendations on agreement performance.

· Coordinate assigned Requests for Proposals, Requests for Supplier Qualifications and service agreements by gathering operational requirements and preparing draft specifications and supporting documentation with Procurement and other departments.

· Monitor project timelines, contract implementation requirements and outstanding deliverables, and provide recommendations and updates to support the Service Area Manager's leadership of major agreements, procurement and contract negotiations, including the Petes, Lakers and Compass relationships.

Key Responsibilities Continued

4. Financial Monitoring, Risk & Compliance

· Monitor financial processes and internal controls for facility booking, ticketing, community event, retail and vendor services to protect City revenues and support compliance with City financial policies, collective agreements and assigned contractual requirements, reducing financial and reputational risk.

· Review financial reports, reconciliation summaries, outstanding accounts and discrepancies prepared by assigned employees, investigate recurring issues and coordinate corrective action, and ensure ticketing, attendance and settlement information is complete, reconciled and reported to event leads within required timelines.

· Provide financial information, analysis and recommendations to the Service Area Manager to support budget monitoring, budget development and financial accountability.

· Identify operational risks and review recurring concerns, coordinating corrective measures within delegated authority with Finance, Risk Management, Legal, IT and facility operations to resolve issues affecting assigned services.

5. People Leadership & Workforce Management

· Supervise two unionized Lead Coordinators, Community Event Services and three unionized Facility Booking Coordinators, including recruitment, scheduling, attendance, performance management and workforce planning, and make day-to-day staffing and supervisory decisions independently within collective agreements and delegated authority.

· Coach and develop employees through feedback, training and cross-training, and address workplace concerns to support employee development, service continuity and operational effectiveness.

· Support employee performance, attendance and workplace management through the consistent application of collective agreements, corporate policies and established human resource practices.

· Assess staffing requirements, seasonal demands, event schedules and operational priorities, and develop coverage, training and staffing recommendations to maintain service continuity and respond to changing service needs.

6. Continuous Improvement & Management Support

· Evaluate operational processes and identify inefficiencies, recurring service issues, procedural gaps and opportunities to improve coordination between teams, to improve service quality and efficiency.

· Implement approved improvements and support approved technology, software, reporting tools and internal procedures, including coordinating staff training and monitoring the effectiveness of changes, so that changes are adopted and deliver the intended results.

· Prepare reports and recommendations for the Service Area Manager on staffing, service performance, finances, procurement, retail, vendor programs and contract compliance, and support service-area planning by tracking approved initiatives against priorities and timelines.

· Act for the Service Area Manager on assigned operational matters within delegated authority, directing employees and addressing time-sensitive concerns to maintain service continuity, and provide recommendations on major partnerships (including the Petes, Lakers and Compass), major agreements, contract negotiations, policy direction, significant financial commitments and operational strategic decisions.

Education and Experience

Required Qualifications
• Post-secondary diploma or degree in Business Administration, Recreation and Leisure Services, Public Administration or a related discipline, or an equivalent combination of education and directly related experience.
• 3 to 5 years of progressively responsible experience in facility booking, ticketing, community event services, retail or a comparable public-facing service environment, including at least one year of supervisory or team leadership.
• Demonstrated experience coordinating staff, schedules, budgets and day-to-day operations, including assigning work, supporting employee performance and maintaining service standards, with working knowledge of workforce planning and the application of collective agreements and human resource practices.
• Demonstrated experience monitoring financial processes and internal controls, including reviewing financial reports, reconciliations and outstanding accounts.
• Availability for periodic evening and weekend work and travel between City locations as required.

Asset Qualifications
• Experience with Ticketmaster or comparable ticketing platforms, municipal booking and permitting systems, revenue reconciliation and community event administration.
• Experience supervising employees in a unionized environment and applying collective agreements.
• Experience supporting procurement processes, such as Requests for Proposals, or monitoring concession, vendor or retail agreements.

Compensation

Non-Union Job Class 4

$99,120-$108,325

Advertisement Closing Date

Friday, November 27, 2026 at 11:59pm

Accommodation Needs and Protection of Privacy

The City of Peterborough is an organization that strives to embrace the spirit of inclusion, diversity, equity, and accessibility. We are an equal opportunity employer committed to building an inclusive and barrier-free environment in which all individuals have access to the City's goods, services, and facilities. If contacted for an employment opportunity, please advise People and Culture if you require an accommodation.

The personal information submitted for employment is collected under the Freedom of Information and Protection of Privacy Act and will be used to determine eligibility for employment. We thank you for your application but advise that only those selected for an interview will be contacted.