Area Manager, Field Operations

Job Summary:

JOB DESCRIPTION

Title: Area Manager, Field Operations

Location: Wisconsin, Indiana, Pennsylvania, Tennessee

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