Regional Area Manager, Field Operations

Job Description

JOB DESCRIPTION – Regional Area Manager, Field Operations
Location: Utah, Arizona, Idaho, Montana, New Mexico, Oregon, or Texas
Division: Support & Operations
Line Manager: Director, Field Operations North America
THE TEAM
The 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.
The Field Operations team is responsible for supporting clients and employees and driving efficiencies and best practices while remaining focused on client satisfaction.
THE JOB
The Regional 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., They will work closely with other Regional Area Managers, Centralized Teams and Client Support Directors to ensure standardization of communication and support throughout North America. Responsibilities include complete oversight of a large geographic area of Clients and various departmental managers.
WHAT YOU WILL BE DOING
Staff Management
• Provide vision and direction for regional leadership team across wide geography.
• Evaluate and manage staff efficiencies and performance
• Train, coach, and mentor staff
• Monitor service levels provided by staff
• Oversight of area Overtime and Travel & Entertainment budgets
• Optimize client account team assignments.
Client Support
• Provide Leadership and Client Support company vison across 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.
• Develop strategies to continually improve support while reducing costs.
• Provide leadership and direction to Management team of various departments including Client Archtics Support, Client Support, Field IT and Event Management ensuring region is run to optimal capacity.
• 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. General Manager should maintain high level relationships throughout our client organizations through onsite visibility
• Monitor client support service levels and ensure they are met and exceeded.
• Manage Critical Incident Management on national basis for Client and Field Support. Candidate should possess thorough knowledge of existing process and should have vision to continually make this process effective and efficient for our organization.
• Continually evaluate the area level structure in order to evolve regularly.
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.
Problem Resolution
• Research client/customer challenges about service levels
• Review specific issue details reported by the client
• Work with National/Centralized support groups to expedite problem resolution
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• 3-5 years experience with the Ticketmaster System
• 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.
• Minimum of 2-4 years experience managing employees and teams
• Strong project management skills
• Agility, creativity, latitude, and problem solving is required
• BA/BS degree required
YOU (BEHAVIOURAL SKILLS)
• Sound judgment and critical thinking abilities
• Demonstrated strong oral and written communication skills
• Demonstrated ability to select, manage, and lead a team in a growth oriented, fast paced, changing environment
• Good listener with outstanding interpersonal qualities
• Highly motivated team player who contributes to an atmosphere in which people work together, enthusiastically and effectively, and produce outstanding results
• Lead by example; effective in working with and through others
BENEFITS & PERKS
Through our 'Taking Care of Our Own' program, we provide benefits across six key pillars:
• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• WEALTH: 401(k) program with company match, stock reimbursement program
• FAMILY: New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support
• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• OTHERS: Volunteer time off, crowdfunding match
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our mission at Ticketmaster is to connect people around the world to the live events they love. 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 centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about 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.
Our work is guided by our values:
• Reliability - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.
• Teamwork – While we celebrate individual achievements, we know have more success as a team.
• Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.
• Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.
EQUAL EMPLOYMENT OPPORTUNITY
We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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.
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

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Jobcode: Reference SBJ-wppykk-216-73-216-62-42 in your application.