Job Summary:JOB DESCRIPTION – MANAGER / SR MANAGER OPERATIONS STRATEGYLocation: Any City, Any CountryDivision: Ticketmaster US Support & OperationsLine Manager: VP Strategic Initiatives 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. Strategic Operations and Initiatives, 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 and for driving strategic operational projects globally.THE JOB Every single day, Ticketmaster support teams interact with clients and employees around the world and share a fundamental dedication to being helpful, efficient, and providing solutions for our clients to best connect fans to the experiences that are important to them. Bringing global best practices and standardization for the tools we use, the roles we employ, and the structure our support teams have in place is the key to our future success. We are looking for someone who has the skills to execute related projects. 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 Support and execute projects related to organizational initiatives and innovations ensuring projects are executed with a wholistic view of how they impact each of the organizastional verticals and in coordination with related external departments.Analyze and understand market similarities and differences to help determine the direction of standardization and best practice initiatives and solve for challenges that may impact related projects.Assist in standard internal communication processes and routines to help drive organizational consistency and branded experience.Partner with key stakeholders in Support & Operations, identify their key objectives, how they measure their performance, and identify metrics and dashboards that help achieve their objectiveConduct 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.Help establish Client Support & Operation’s QBR’s to support strategic and long term planning process. Provide support in tracking operational cost to serve, monitor performance, and provide insights on trends.Prepare and develop clear and concise presentations that will identify insights / trends, drive action, and lead to decision making.WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)Bachelor's Degree7+ years of work experience in ticketing and support industry.Project Management mindset and familiarity with organizational tools and process.Strong Salesforce user experience.Skilled in Excel and comfort with large data sets and modellingStrong visualization skillsYOU (BEHAVIOURAL SKILLS/COMPETENCIES) A healthy obsession with organization, attention to detail, and tieing up loose ends.You’re intellectually curious and will search for context and insight.Growth mindset - you are scrappy, self-motivated, and not afraid to ask questionsDemonstrated ability to think outside the box and generate creative solutions.Excellent verbal and written skills.Ability 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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