Operations Lead

Job Summary:JOB DESCRIPTION – Operations LeadLocation: RemoteDivision: Ticketmaster USLine Manager: Regional Area ManagerTerms: Full time, 40 hours per week (some nights and weekends required), with up to 25% travel THE TEAMThe Field Operations team builds and maintains relationships with various clients to understand the essentials of their business practice, ensure their business objectives are met and clients are able to utilize the various Ticketmaster products/platforms.THE JOBThe Operations Lead is responsible for providing high-level product education to Area Field Operations teams and clients alike. This role should have a thorough understanding of industry standards and goals and be able to apply industry wide experience to assist and guide our client organizations and support teams.WHAT YOU WILL BE DOINGCommunicate product updates, new features, and functionality for our full product suiteUnderstand client organization's long-term business goals and recommend appropriate system and product solutionsIn conjunction with the CSS evaluate business processes and assist clients to develop strong best practicesFacilitate improved product usage through suggested business process improvements and advanced trainingAssist as needed with data extractions for external 3rd party vendorsAssist as needed with data extractions for internal yield management reportingFacilitate Area product advancement through communication of client feedback to dev teamsTrack Area client issues and support via company tracking system SalesforceOnsite support for key eventsUnderstand Data Warehouse process supportKnow all segments of the business such as Arts, Universities, Major Arenas and Outdoor StadiumsBring technical knowledge and first line support to area CSS teamMentor, train, and develop CSS staff as directed by Area Leadership.Communicate and clarify product updates, known issues, and help identify prospects for beta groups and early adopter groups.Act as the first line of support for specific clients when warranted due to business needs.WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)5-7 years' experience with the Ticketmaster SystemExtensive knowledge of Archtics, Host, AccessManager/TM1 Entry, REPGEN, and the season event creation processMicrosoft Product Suite knowledge a mustService oriented, with strong organizational and communication skillsAble to successfully handle multiple prioritiesExperience managing employees and teamsStrong project management skillsCertain degree of creativity, latitude, and problem solving is requiredBA/BS degree is preferredYOU (BEHAVIOURAL SKILLS/COMPETENCIES)Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things rightSolution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of othersAct with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completelyCULTUREWe're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First