Title: Manager of Ticket Operations and Service
Company: Philadelphia Phillies
Location: Philadelphia, Pennsylvania, United States
Andrew W. Heston, manager of ticket operations and service at the Philadelphia Phillies, has been recognized by Marquis Who’s Who Top Executives for dedication, achievements and leadership in sports retail management.
With nearly two decades of dedicated service to his credit, Mr. Heston has established an exceptional career with the Philadelphia Phillies. Since 2020, he has excelled as the manager of ticket operations and service for the organization, where he supervises a comprehensive range of responsibilities. His daily duties include responding to overnight emails from Major League Baseball regarding ticket requests, addressing customer inquiries from sales associates, resolving digital ticketing issues and troubleshooting complex challenges. He is likewise instrumental in securing tickets that are not typically available for general sale and participates in meetings focused on budgeting, digital ticketing advancements and forecasting for upcoming seasons, as well as post-season planning.
In his present position, Mr. Heston leads pre-game meetings with his team to discuss nightly ticket sales and anticipated crowd sizes. He supervises ticket sellers in designated areas, manages customer service concerns and assists with incoming calls related to both customer service and communications with Major League Baseball and scoreboard staff. Additionally, he oversees all training on the organization’s ticketing system, including instruction through the MLB Ballpark App for digital and mobile ticketing. As the primary ticket liaison between the Phillies and Major League Baseball for digital ticketing matters, he ensures seamless integration of new technologies. He also directs training for interns, sales associates and full-time staff on these systems.
A significant highlight of Mr. Heston’s tenure as manager was leading the transition of all season ticket holders from physical paper tickets to mobile tickets. Originally planned as a five-year initiative, this transition was accelerated due to the COVID-19 pandemic and completed in just one and a half years. Mr. Heston developed a comprehensive communication strategy for season ticket holders, providing presentations that demonstrated the ease of mobile ticketing and addressed their concerns. As a result, the organization achieved a 90 percent adoption rate for mobile tickets within four years—surpassing its original goal in record time.
Another notable achievement under his leadership was the launch of “Go Ahead Entry” in partnership with Major League Baseball. The Philadelphia Phillies became the first team to introduce this market innovation in August 2023 through a pilot program utilizing facial recognition technology for ballpark entry—a project that spanned two years from conception to implementation.
In the years prior, Mr. Heston served as coordinator of ticket operations and services for the Philadelphia Phillies from 2016 to 2019. In this capacity, he managed the printing of tickets, supervised both the ticket sales staff and ticket windows and provided training for sales interns. His responsibilities during this time included ensuring efficient day-to-day operations while supporting broader organizational goals.
From 2007 to 2015, Mr. Heston worked as a ticket office representative with the Philadelphia Phillies. He handled daily operations such as answering phone calls, selling tickets—including outbound calls for group sales—and assisting the ticket operations manager with distribution tasks. During this period, he began supervising ticket windows, which contributed to his promotion to coordinator.
Mr. Heston’s professional path with the Philadelphia Phillies began as an intern focused on general ticket sales in 2007. His duties included answering phone calls, providing information about Citizens Bank Park and the team and assisting various departments—including marketing and finance—with community initiatives and special projects. Before joining the Phillies organization, Mr. Heston gained experience as a game day employee with the Philadelphia Eagles from 2006 to 2007, where he contributed to operational support during home games.
In addition to his work with the aforementioned sports organizations, Mr. Heston has maintained long-standing involvement as a referee in soccer officiating. Since 2014, he has served as a referee with the National Intercollegiate Soccer Officials Association (NISOA), officiating collegiate matches across various conferences. He has also been an official with U.S. Soccer since 1997. Mr. Heston is an affiliated with several industry-related organizations, including contributing as an NCAA soccer official through NISOA and as an official with the United States Soccer Federation.
To support his professional ambitions, Mr. Heston pursued an education at York College of Pennsylvania, for which he earned a Bachelor of Arts in sport management in 2006. This educational foundation provided him with essential knowledge in sports administration and business practices that have supported his professional growth within major league organizations. Further enhancing his qualifications, Mr. Heston completed certification coursework in preventing workplace harassment through Traliant in 2025.
Throughout his career, Mr. Heston attributes his success to strong communication skills and an ability to connect with others across diverse situations. He has been further celebrated for remaining calm under pressure, adapting quickly to changing circumstances and excelling under tight deadlines. His approachable demeanor fosters positive relationships with colleagues at all levels—from interns to senior management.
Mentorship has played a pivotal role in Mr. Heston’s development. He acknowledges guidance from several vice presidents within the Phillies who have generously shared their expertise with him over many years. Their support has enabled him—and other younger staff members—to learn from their experiences while pursuing leadership opportunities within the organization. Family support has also been integral throughout Mr. Heston’s journey; encouragement from loved ones has empowered him to pursue professional growth while maintaining balance in her personal endeavors.
Civic engagement is another cornerstone of Mr. Heston’s life. Since 2007, he has volunteered annually at Phillies Phestival, an event dedicated to raising funds for ALS research. Moreover, he has been appointed as a board member for Phillies Charities Inc., contributing strategic oversight during his two-year tenure on the board. Additionally, Mr. Heston is affiliated with The ALS Association in a volunteer capacity, further demonstrating his commitment to community service.
Looking toward the future, Mr. Heston aims to continue advancing technological innovation within Major League Baseball while enhancing fan experiences at Citizens Bank Park through ongoing collaboration with league partners and internal teams at the Phillies organization. He remains committed to expanding charitable initiatives through board service and volunteerism while considering further academic pursuits such as a master’s degree to deepen his expertise in sports management or related fields. Mr. Heston envisions continued growth within the Philadelphia Phillies organization in the years to come, ideally progressing into director-level leadership roles while representing both the club and Major League Baseball at industry panels or conferences nationwide.
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