Manager, Marketplace Support - Fan Platform Operations

Job Description

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.

The role:

The Manager of Marketplace Support, Fan Platform Support will partner with key Product, Strategy, Fan Experience and Tech/Dev teams to coordinate support for product issues as they impact fan experience.

Assist in continually improving functional process, including work-flow request systems, tracking, tools, monitoring, communication and problem management. The Manager will work closely with MPS Leadership to discuss, document, implement and execute these improvements.

The Manager will also be charged with keeping up to date on all new host and channel developments as well as digital strategies and key company initiatives as they arise and relate to the vertical. When necessary, the Manager will provide productive input on product related projects and participate in educating staff.

As the team's purview crosses multiple domains identifying cross-domain/platform similarities and differences to standardize workflow and workstream gains for all territories and platforms, must remain a focus. While the business of Fan Platform Support may have specialized localization needs, there are opportunities to structure process and workflow.

What the job is:
• Primarily responsible for the coordination and execution required to support our Marketplace Operations intake process that provides an escalation point for all Marketplace Products (host related). Including but not limited to:
• Organize and triage requests as they are submitted via a customized Jira portal.
• Action and resolve tickets as needed
• Drive priority as it pertains to analyzing, diagnosing, and executing fixes for escalated issues with Engineering and Product teams
• Escalation and tracking of insights gathered for use in product planning
• Ensure escalations get appropriate attention (MI treatment) in real-time
• Informing on new tools and/or best practices to reduce time to service or overall number of issues escalated.
• Overseeing staff designated to MPO Jira queue including any necessary training, refining, and assigning of workload.
• Additional responsibilities:
• Communication to leadership teams, as part of regular issue reporting and escalation
• Identifying efficiency issues and innovative solutions
• Maintain working knowledge of company marketplaces
• Helps define strategy to obtains today's key objectives while simultaneously looking at future demands and roadmap hurdles.
• The need to support additional host markets via the North American model will likely occur and we will need to evolve our support to handle.

What a qualified candidate should possess:
• Proven track record of leadership and driving process improvement
• Strong understanding of the business needs of the fan, artist, and venue clients
• Ability to thrive in a high-pressure environment

Intellectual
• Proven problem-solving skills
• Demonstrated ability to think outside the box and generate creative solutions
• Must be able to have topic related discussions with each of the groups you work with, understanding the results of those conversations
• Excellent verbal and written communication skills with exceptional attention to details

Interpersonal
• Flexibility that allows effective teamwork with people at all levels of the organization
• Proven ability to communicate effectively with both the business and software engineers
• Can work independently while working collaboratively

Motivation
• Desire to work in a fast-paced, multi-tasking, fluid environment with ever-changing priorities
• Demonstrated desire to identify and pursue alternatives to meet goals
• Must be resourceful and able to negotiate your needs from the company

Technical
• Experience with LiveNation and Ticketmaster marketplace channels.
• Ability to navigate through workstream tools (TM1, JIRA, Salesforce)
• Working knowledge of databases (SQL and Oracle)

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-gk5e8p-3-129-23-30-42 in your application.