Regional Area Manager, Field Operations

Job Description

Awesome Job: Area Manager, Client Support

Great Location: Northwest Region

Who we are.
We're fans who help fans everywhere get in to the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite 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.

Why you should work with us.
Our biggest investment is in our people. We offer comprehensive health benefits and 401k matching, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help all eligible employees thrive. At Ticketmaster, expect the fast-paced excitement of a startup with the rock-solid support from an industry leader – with plenty of ticket perks on the side.

See what it's like working at Ticketmaster.

The role:

The Area Manager is responsible for managing all client support functions within their designated area. The position will work in tandem with all various Ticketmaster departments to ensure high market satisfaction for staff and clients alike. Responsibilities direct management of multiple Operations Leads, a team of Client Support Specialists, the Event Programming Manager and their team of Event Programmers, and the Technology Support Manger and their team of Technical Support Specialists. They will work closely with other Area Managers, Centralized Teams and Client Support Directors to ensure standardization of communication and efficiencies.

What the job is:

Client Services
• Provide Leadership and Client Support company vison to their respective geographic area.
• Ensure company cascading OKRs are successfully met.
• Develop a knowledge base of client business, organization and objectives to ensure high client satisfaction.
• Cultivate successful interdepartmental relationships ensuring growth of area.
• Communicate company initiatives including product updates, new features, and functionality to local management team cascading to full area team.
• Build and cultivate excellent client relationships through visibility.
• Monitor client support service levels and ensure they are met and exceeded.

Staff Management
• Evaluate and manage staff efficiencies and performance.
• Provide mentoring / training (initial and ongoing) to Area team.
• Monitor service levels
• Oversight of Area Overtime and Travel & Entertainment budgets
• Optimize client account team assignments.

Product and System Support
• Remain current with software and new features and how they impact clients.
• Able to provide support and best practices to the client for all TM products.
• Organize and monitor product and new feature rollouts to regional client base.
• Pagerduty oncall rotation for Critical Incident Management and point person for Client Support on CI process and communication to field support teams across all Areas.

What a qualified candidate should possess:
• Minimum of 2-4 years experience managing employees and teams
• Excellent written and oral communication skills
• Advanced Knowledge TM products and applications.
• Advanced Presentation Skills
• Proficient with Microsoft Product Suite.
• Advanced knowledge of Salesforce
• Service oriented with strong organizational skills.
• Able to successfully handle multiple priorities.
• 3-5 years experience with the Ticketmaster System
• Strong project management skills
• Agility, creativity, latitude, and problem solving is required
• BA/BS degree required

Equal Employment Opportunity
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

Jobcode: Reference SBJ-rn549o-18-117-183-172-42 in your application.