Manager, Hockey Leagues

Canlan Sports is the largest private sector owner and operator of recreational sports complexes in North America. The company’s success in the recreation-entertainment & hospitality industry is attributed to a combination of innovative programming, service delivery leadership and world-class sports complexes. We understand our customers’ need for service excellence and are committed to it.

Job Summary

The Manager, Leagues, is a key member of the sports complex team at Canlan Sports, taking ownership of the registration, management, and effective delivery of Adult Leagues, including the Adult Safe Hockey League (ASHL), as well as providing operational support for Youth Leagues, including the Youth Hockey League (YHL). Providing leadership, initiative, and a strong business acumen, this role ensures that Canlan Sports’ recreational leagues deliver on a value proposition built around a reliable, safe, and fun customer experience.

Position Requirements

• Light travel may be required on an annual basis for team meetings or conferences.

Accountabilities

Primary Areas Of Accountability For The Role Include

• League Management: Effectively managing registrations, divisional parity, scheduling, and building the necessary relationships to deliver a best-in-class customer experience.
• Customer Acquisition + Retention: In-market expert who can identify opportunities to build new divisions and acquire new teams, while maintaining high levels of annual retention.
• Staff Leadership: Ability to work effectively with complex teammates, while hiring and managing a team of qualified conveners, referees, and timekeepers.
• Flexible Work Schedule: Ability to maintain a flexible work schedule, which includes a combination of daytime, evening, and weekend work.

Leadership Competencies and Responsibilities

• Adult Safe Hockey League (ASHL) + Adult League Management and Execution
• Plans surface allocation and league capacities based on customer demand, surface optimization, and the potential for strategic growth.
• Utilizes proprietary technology to develop equalized schedules that promote parity for all participating teams at all designated sports complexes.
• Manages a team of conveners and game officials to ensure that the product is consistently executed at a high level.
• Attentive to the needs of the league throughout the season, understanding the priorities and key tasks associated with the start-up of the league, the in-season execution, playoffs, and transition to the next season.
• As assigned by the Sports Complex General Manager, scheduled for on-site convening as a component of the weekly duties; as well as manager-on-duty shifts, as required.
• Annually reviews and updates the rule book to govern gameplay and manages the league in-line with the established processes.
• Develops evaluation procedures for game officials to ensure that standards and expectations are being met or taking any necessary corrective action.
• Manages a thorough competitive analysis to understand market trends, retention metrics, and reasons for teams not returning to participate in the league.
• As required, participates on designated committees or task forces that help improve the operational efficiency of the league (e.g. Rule Changes, Discipline)
• Ability to respond to and troubleshoot urgent issues outside of standard working hours.
• ASHL Tournaments Delivery
• Under direction from the Product Managers, and as necessary, working collaboratively with the Manager, ASHL Tournaments and Affiliate Leagues, works with designated team members to schedule a team of conveners and game officials that ensure that ASHL and Adult Tournaments are consistently executed and delivered at a high level.
• Youth Hockey League (YHL) Delivery
• Subject matter expert in league operations, assisting the Manager, Youth Leagues and Programs in the delivery of best-in-class youth league experiences.
• Uses established technology platforms and best practices to ensure that convener and game official scheduling maximizes operational efficiencies between Youth and Adult league programming at the sports complex.
• Ensures that game scheduling, and any adjustments to the ice-flow are done with the intention to maximize ice optimization.
• Serves an escalatory resource for suspensions, customer disputes, providing meaningful customer resolution.
• Provides recommendations, feedback, and customer intelligence to the central team to help improve future league programming.
• Sales and Customer Relationship Development
• Takes ownership of participant registrations, communication with team reps, achieving retention targets, and driving growth of new participants.
• Displays a strong degree of comfort in selling scenarios while maintaining confidence and professionalism in such environments.
• Works with the Marketing team and the Product Manager to develop robust campaigns that satisfy the needs and objectives of league programming.
• Supports marketing campaigns with a personalized approach, leveraging e-mail and phone calls to drive retention and create organic growth with new participants.
• Develops and maintains relationships with local sports organizations and strategic partners to create new channels of opportunity.
• Team Development and Conflict Management
• Works with the Product Manager, Adult Leagues and Tournaments to understand goals and objectives of the department and prioritize them, accordingly.
• In collaboration with the Product Manager, Adult Leagues and Tournaments, develops, implements, and executes standard operating procedures and organizational playbook.
• Demonstrates leadership and provides direction for conveners, ensuring that their training and development is prioritized and is reflected in the standard of execution.
• Has a customer-focused attitude and instills that in the team to ensure that customer service expectations are always a priority.
• Works with Canlan Sports’ Customer Contact Centre to effectively manage customer inquiries in a responsive manner, as required.
• Has a pragmatic and balanced approach in managing any potential conflict, proactively resolving concerns and escalating issues, if required.
• Innovation and Product Development
• In collaboration with the Product Manager, implements goals and priorities that focus on innovation and the improvement of league programming.
• Identifies potential tournament opportunities that may exist within a local market.
• Works with Canlan Sports’ in-house Tournaments team to provide expertise and knowledge that may improve our products and services.
• Manage Financial Accountabilities and Administrative Requirements
• Implements, delivers, and achieves the accountabilities of the Annual Operating Plan’s revenue targets, expense management, identifying variances, and applying corrective measures as necessary.
• Manages month-end reporting procedures and provides subject matter expertise in the development of revenue and expense forecasts.
• Payroll management for all direct reports, including the submission of relevant documents (e.g. Action Forms); as well as relevant payments to independent contractors (e.g. game officials)
• Leads the team to ensure that accounts receivables are collected in accordance with established timelines.
• Hiring lead for Conveners and Game Officials (Referees, Timekeepers), executing hiring best practices, developing recruitment channels, conducting interviews, and managing direct reports in accordance with organizational guidelines.

Key Relationships

This individual will build strategic relationships with others to advance the success of Canlan Sports organization as a whole.

• Conveners, Referees, Timekeepers
• Sports Complex General Managers
• Product Manager, Adult Leagues and Tournaments
• Product Manager, Youth Leagues and Tournaments
• Additional Sports Complex Team Members
• Additional League and Tournament Managers

Qualifications and Education

• Diploma or Degree in Sports, Business, Recreation, or Facility Management or a combination of relevant work experience and education.
• Experience managing a hockey league or working in a league programming environment.
• Completion of any relevant certificate programs may be considered an asset.
• Proof of valid certifications listed above is required

Abilities, Attributes and Experience

• Three (3) to Five (5) years of successful experience in a sports related business in a supervisory position.
• Demonstrated computer and technology skills (e.g., Microsoft Office, Stats Programs, CRM)
• Knowledge and understanding of marketing and communications campaigns would be considered an asset.
• Strong, demonstrated knowledge of hockey leagues, tournaments, operating procedures, and best practices.
• Proven ability to multi-task and balance priorities in a fast-paced environment.
• Diligent communicator who’s able to leverage e-mail, internal channels (e.g., Microsoft Teams), and phone calls to connect with internal and external stakeholders.
• Creative and innovative approach to product execution and future growth opportunities.

NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. We are an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, provincial, and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices.
Canlan Sports