Area Manager, Field Operations

Job Summary:

JOB DESCRIPTION

Division: Support & Operations

Line Manager: Regional Area Manager

Terms: Permanent, Full-Time / Some nights and weekends and up to 10% local and domestic travel

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 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 Area Consultants, the Client Support Manager and their team of Client Support Specialists, the Event Support Manager and their team of Event Support Specialists, 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 YOU WILL BE DOING

Client Services

• Provide Leadership and Field Operations company vison to their respective geographic Operations team.
• Ensure company cascading OKRs are successfully met for the Operations team.
• 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 Operations team.
• Build and cultivate excellent client relationships.
• Monitor Operations 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 Operations team.
• Monitor service levels.
• Oversight of Region Operations 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 Major Incident Management and point person for Field Operations on MI process and communication to field support teams across all Areas.

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 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, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.