Operations Lead

Job Description

JOB DESCRIPTION – Operations Lead
Location: Remote
Division: Ticketmaster US
Line Manager: Regional Area Manager
Terms: Full time, 40 hours per week (some nights and weekends required), with up to 25% travel

THE TEAM
The Field Operations team builds and maintains relationships with various clients to understand the essentials of their business practice, ensure their business objectives are met and clients are able to utilize the various Ticketmaster products/platforms.

THE JOB
The Operations Lead is responsible for providing high-level product education to Area Field Operations teams and clients alike. This role should have a thorough understanding of industry standards and goals and be able to apply industry wide experience to assist and guide our client organizations and support teams.

WHAT YOU WILL BE DOING
• Communicate product updates, new features, and functionality for our full product suite
• Understand client organization's long-term business goals and recommend appropriate system and product solutions
• In conjunction with the CSS evaluate business processes and assist clients to develop strong best practices
• Facilitate improved product usage through suggested business process improvements and advanced training
• Assist as needed with data extractions for external 3rd party vendors
• Assist as needed with data extractions for internal yield management reporting
• Facilitate Area product advancement through communication of client feedback to dev teams
• Track Area client issues and support via company tracking system Salesforce
• Onsite support for key events
• Understand Data Warehouse process support
• Know all segments of the business such as Arts, Universities, Major Arenas and Outdoor Stadiums
• Bring technical knowledge and first line support to area CSS team
• Mentor, train, and develop CSS staff as directed by Area Leadership.
• Communicate and clarify product updates, known issues, and help identify prospects for beta groups and early adopter groups.
• Act as the first line of support for specific clients when warranted due to business needs.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
• 5-7 years' experience with the Ticketmaster System
• Extensive knowledge of Archtics, Host, AccessManager/TM1 Entry, REPGEN, and the season event creation process
• Microsoft Product Suite knowledge a must
• Service oriented, with strong organizational and communication skills
• Able to successfully handle multiple priorities
• Experience managing employees and teams
• Strong project management skills
• Certain degree of creativity, latitude, and problem solving is required
• BA/BS degree is preferred

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)
• Rock 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 right
• Solution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.
• Winning 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 others
• Act 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 completely

CULTURE

We're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite 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.

We 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

Jobcode: Reference SBJ-r1kv0y-18-222-67-251-42 in your application.