Job Summary:jOB DESCRIPTION – ANALYST / SR ANALYST operations strategyLocation: Los Angeles, CADivision: Ticketmaster USLine Manager: Manager, Operations Strategy Contract Terms: Permanent OR Fixed Term, 40 hours per week (if full time)THE TEAMThe Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction. Strategy & Analytics, a vertical of this organization, is accountable for supporting Client Support & Operations Organization with identifying opportunities to help drive best practices and reduce cost to serve. This also can include identifying new tools that can help streamline processes or help achieve Organization’s objectives. Team is also responsible for providing support with analysis, data needs, and dashboards for the Client Support & Operations Organization.THE JOB Every single day, Ticketmaster captures millions of client service interactions and other data points on how Ticketmaster supports its clients. Each of those interactions serve as data points and glimpses into client service trends and behavior. We are looking for someone who has the skills to analyze data, surface insights, work with stakeholders, and implement opportunities that have an impact on the business. We are also entering an exciting time as the Client Support & Operations Organization moves to a global organization, giving us the opportunity to unify how Ticketmaster supports its clients.WHAT YOU WILL BE DOING Prepare and develop clear and concise presentations that will identify insights / trends, drive action, and lead to decision making.Conduct analytics through retrieving, compiling, and analyzing large volumes of data from disparate databases into distilled, actionable information needed by senior leadership to answer critical questions, identify correlations and patterns, and that sheds light on actional insights.Create models and forecasts to support OKRs and priorities / objectives, in order to identity risks and opportunities to drive results.Develop dashboards that make the analytics accessible to executives and key stakeholders regardless of technical or analytical backgroundProvide support in tracking operational cost to serve, monitor performance, and provide insights on trends.WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)Bachelor's Degree in business or similar quantitative field3+ years of work experience, preferably in data analytics, business intelligence, or consulting fieldsKnowledge in data visualization tools such as Tableau, Domo, Lookr, Mixpanel, or equivalentAdvanced skills in Excel and comfort with large data sets and modellingStrong PowerPoint / presentation skills, given the variety of audiences needed to influenceStrong data visualization skillsETL and SQL experience preferredExperience with CRM systems such as Salesforce, ServiceNow, or Dynamics preferredYOU (BEHAVIORAL SKILLS/COMPETENCIES) Passion for all things data and analytics - you’re intellectually curious and will search for context and insight behind the numbersGrowth mindset - you are scrappy, self-motivated, and not afraid to ask questionsDemonstrated ability to think outside the box and generate creative solutions.You’re able to tell a visual story with graphs and data that leads to results and decision makingExcellent verbal and written skills.Attention to detail and organizational skillsAbility to identify and build relationships with other interdependent teams.Comfortable in a fast-paced work environment.TICKETMASTER VALUESRock 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 rightWinning 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 completelyBelonging – We are committed to building a culture in which all people can be their authentic selves, with an equal voice and opportunities to thriveEQUAL OPPORTUNITIESWe are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.CULTUREWe 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.You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session, our own way of welcoming you to Team Ticketmaster.Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centres and theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV.Ticketmaster operates in over 30 countries across North America, South America, Europe and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was established in Phoenix, Arizona in 1976.----------The expected compensation for this position in California is:$72,000.00 USD - $90,000.00 USD**Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the California Salary Transparency in Job Advertisements Law. It is estimated based on what a successful California applicant might be paid. It assumes that the successful candidate will be in California or perform the position from California. Similar positions located outside of California will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the California Law, a potential new employee’s salary history will not be used in compensation decisions.
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