Sr. Director - Global Resale 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 a ticketing and technology platform, we're the dedicated team members who work enrich 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 Sr. Director of Operations will lead Ticketmaster Resale's Operations organization, which enables the supply of resale inventory (mainly digital tickets rather than physical goods) to power our two-sided marketplace. The Sr. Director will improve fan experience, client satisfaction, and business outcomes by delivering ongoing process improvement and standardization, scaling operations, identifying & implementing procedural improvements, and allocating resources. This role will oversee a diverse set of functions that are essential to creating outstanding experiences for ticket sellers and buyers. Key Operations functions include building and activating resale events and exchanges, mapping supply to events, enabling the sale of verified resale tickets from season ticket holders, fans, and brokers, expanding Ticketmaster Resale offerings to global markets, and managing and measuring the quality of our processes and the velocity of our output. The Sr. Director of Operations will report to the Sr. Vice President/General Manager of Ticketmaster Resale and be a member of the Ticketmaster Resale Executive Team, including leaders from Finance, Product, Technology, Partner Services, Category Management & Revenue Management.

What we are looking for - a passionate, collaborative, and data-centric professional who is a:
• Process Improvement Expert: Our business is dynamic. Processes that once worked well may need to be revisited. New processes may need to be created to keep up with new products and categories we are launching. And other processes may be best left untouched. You will need to apply a proven, disciplined approach to process improvement and standardization, based on data and sound insight, that fits our business. Simple reapplication of what worked elsewhere won't fly.
• Data Lover: When the situation is complex, where do you go to look for insight? To your team, for sure. And to the data. You must have a facility with data, including knowing what to measure, how to collect and digest data, and how to create insights from it. You will be driving decisions every day by synthesizing complex sets of data and building your team's capabilities to do the same.
• Commercially Savvy Leader: Operations can enable and support commercial initiatives. You will be a business leader who can balance process optimization with profit maximization and customer experience. You will know how to allocate resources, plan for staffing, and align operations with financial performance.
• Builder, not a Caretaker: We are creating new capabilities for Ticketmaster and may not have all of the systems and tools in place. You need to be comfortable with that level of ambiguity and thrive on the opportunity to drive the business forward while building underlying capabilities. You will respectfully question and evolve how work is done today.
• Team Builder: You are accountable for leading a team of approximately 20, developing their capabilities, and helping them succeed in a matrixed environment. Importantly, you will uplift the organization, guided by Ticketmaster values and your years of experience building healthy, rewarding, and energizing cultures.
• Persuasive Storyteller: You will be working directly with Ticketmaster peers across all functions and, as needed, with third parties (content owners and professional resellers). Translating and simplifying data into true insights that will drive and support business strategy and change behavior is essential.
• Sprinter and Marathon Runner: We are lean and move fast; months of contemplation aren't a luxury we can afford. But we aim to build long-term, sustainable approaches to limit rework and obsolescence and to give our partners the confidence we can stick to long-terms strategies and roadmaps.
• Player/Coach – We love coaches, motivators, and leaders who champion their teams, but you must be comfortable rolling up your sleeves and doing the work too.
• Cross-functional team player: We value transparency and helping one another. It's how we roll. There is no ''me'' culture. Communication across the entire team supports greater individual success.

What the job is:
• Oversee an approximately 20-person team that is accountable for the flawless and timely building and activation of resale events with an unimpeded flow of supply; expansion &process improvements of resale offerings to global markets and the measurement and analysis of our performance in pursuit of these goals.
• Champion process improvement, with a data-led approach to problem definition, solution development and selection, and performance assessment.
• Standardize processes, in coordination with multiple functions and third parties, in pursuit of efficiencies and better business performance.
• Scale Operations. Define and document repeatable and optimized processes that can scale, investing in new technology/automation based on business cases you will champion.
• Collaborate across the organization, particularly with Ticketmaster Operations, to leverage best practice, reduce redundancies, and eliminate defects that cause customer dissatisfaction.
• Engage clients to understand their needs, to help articulate the value of our processes and systems, and to collaborate to create best practices.
• Identify new approaches to measure progress, design systems to isolate key drivers, establish actional reporting, and accelerate the organization's impartial use of data to make compelling recommendations and decisions. Create KPIs to manage the business.
• Prioritize initiatives and allocate resources for the best return. Build bottoms-up staffing models to advance key priorities and protect run-the-business support, while meeting budgeted commitments.
• Challenge the status quo. As our business evolves, so must our operational thinking. Collaborate with peers throughout the team and organization to remove friction from existing processes and don't hold long term procedures sacred.
• Partner with product and technology counterparts to identify tech solutions to better scale Operations; drive the automation agenda and sell-in to Ticketmaster leadership.
• Motivate, train, and lead the organization. Mentor high potential employees and build a transparent and collaborative culture that respects each person's contribution.
• Our job descriptions evolve with our business need and priorities. In addition to the description above, your role may include additional projects and team support as needed.

What a qualified candidate should possess:
• Bachelor's degree. MBA preferred.
• 15+ years of experience in operations, ideally in e-commerce or tech, with progressive responsibility and leadership roles.
• Demonstrated success in creating substantial value from process standardization and improvement, with intim

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Jobcode: Reference SBJ-d8mzxk-18-190-156-80-42 in your application.