Sr. Manager, Fan Experience

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2024, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity:  

As Senior Manager of our Fan Experience team. You will help hire and lead a high-performance team to carry out our marketplaces’ response to fan selling needs. The Fan Experience team directly impacts critical aspects of our company’s strategic success, working with fan sellers to respond to all inquiries in a timely manner and ensure our customers are receiving the level of service Vivid Seats strives for. This position will be responsible for overseeing and developing a Fan Selling team, providing coaching and mentorship to guide career development and elevate both departments. This role will help refine Vivid Seats' long-term strategy and create processes and best practices to drive operational efficiencies.

 

How your role contributes to the success of Vivid Seats:

• Develop process to allow Vivid buyers to relist their mobile tickets for sale that includes the following:
• Establishing a model for listing, pricing, fulfillment, and payment
• Defining and executing operational processes for seller content/documentation, listing/selling end times, reclaiming tickets, rejected tickets/substitutions
• Create and monitor quarterly KPIs for mobile fan seller team
• Forecast potential gross revenue earnings based on the current market and devise a plan to increase market share potential
• Collaborate with marketing to roll out new seller options and engage fans
• Weigh the risk/reward of fulfillment options when cultivating and executing best practices for fans and the operations team
• Lead a small team of operations employees
• Work with product team to fully develop an all-encompassing sell flow to allow fan sellers to list/price and potentially fulfill their sales via Vivid Seats
• Define event/production/artist selling restrictions on an ongoing basis
• Understand the principles of loyalty program and assess potential incentives in connecting fan seller mobile sales to the program
• Develop an action plan for unsold mobile inventory utilizing the opportunity to offer charitable contributions and establish a social impact footprint within local communities
• Consult and oversee various seller projects, taking an innovative approach to streamlining methods to increase revenue
• You will evaluate, embrace, and implement processes to outpace the competition while collaborating with the Customer Experience organization to create exceptional experiences for our fan sellers
• As a manager, you will coach for performance, providing direct and actionable feedback that focuses on employee growth and development.

How your role expectations will progress as an Operations Fulfillment Manager in the first 30, 90, and 180 days:

30 days in

• Acclimate Vivid Seats’ values and organizational goals to understand how your department drives initiatives forward.
• Understand your teams’ contributions and the needs of stakeholders that rely on your deliverables to bring business objectives to life.
• Familiarize yourself with our internal systems and processes.
• Set weekly touch points with direct reports to understand their role, motivations, and needs, building trust and leading with empathy.
• Evaluate and identify inefficiencies and process improvements.
• Identify existing fan selling process and opportunities.

90 days in

• Develop long and short-term strategies to improve team effectiveness.
• Empower and coach team members to achieve personal and functional goals that correlate to department objectives.
• Develop and lead fan selling initiative for your team that enhances process, drives innovation, and builds on Vivid Seats values.
• Document all existing processes and identify areas of opportunities and inefficiencies
• Gain deeper understanding of talent within the department and identi