Director of Ticket Operations
About The Position
The Director of Ticket Operations is a senior operational leader responsible for overseeing end-to-end ticketing execution for some of the most high-profile, high-demand live events in the world. This role owns strategy, execution, and continuous improvement across two distinct teams: an in-office Ticket Operations team based in Arizona and a vendor-managed partner team responsible for fulfillment and ticket sales execution. This leader ensures accuracy, efficiency, scalability, and visibility across the ticketing lifecycle—from ticket setup and seating strategy through pricing, fulfillment, and delivery—while balancing speed, precision, and customer experience. The Director of Ticket Operations plays a critical role in enabling automation, improving workflows, and leveraging AI-driven tools to create transparency, predictability, and operational excellence across TicketManager’s ticketing ecosystem.
Requirements
- Bachelor’s Degree required; degree in Operations, Business, Technology, or a related field preferred.
- 5+ years of experience in ticketing operations, live events, marketplace operations, or a related operational leadership role.
- Proven experience managing multi-team structures, including vendor-managed or outsourced teams.
- Deep understanding of ticketing workflows, fulfillment processes, seating logic, and pricing execution for live events.
- Exceptional attention to detail with the ability to operate effectively in fast-paced, high-pressure environments.
- Strong experience building and managing Jira workflows, operational dashboards, and planning tools.
- Demonstrated interest and hands-on experience using automation and AI tools (e.g., ChatGPT, Gemini, Claude) to improve operational efficiency and visibility.
- Creative, solutions-oriented mindset with the ability to navigate ambiguity and solve complex operational problems.
- Excellent communication skills, with comfort engaging in customer-facing situations and working with high-profile clients and partners.
- Willingness to travel as needed for on-site events, team collaboration, or vendor management.
Responsibilities
- Lead and manage two ticket operations teams: an in-office Arizona-based team and an external vendor partner team, ensuring alignment, accountability, and consistent performance across both groups.
- Design, document, and implement best-in-class processes, systems, and workflows that enable data-driven decision-making and operational transparency.
- Drive automation and process improvement initiatives, including the use of AI tools (e.g., ChatGPT, Gemini, Claude), to reduce manual work, improve accuracy, and scale operations.
- Collaborate cross-functionally with Customer Success, Sales, Product, Engineering, and Finance to streamline workflows and maximize operational efficiency.
- Oversee and optimize Jira workflows, capacity planning, and project tracking to create visibility and predictability across ticketing operations.
- Serve as an escalation point for complex, time-sensitive, or customer-facing ticketing issues, including live event execution challenges.
- Define and scale the ticket operations and order fulfillment strategy, including continuous improvement across processes, technology, policies, and procedures to support ease of doing business for customers.
- Establish, track, and actively manage operational metrics and goals that balance accuracy, scalability, customer experience, and fiscal responsibility.
- Own end-to-end ticket operations, including ticket setup, order processing, seating configuration, pricing accuracy, fulfillment, and delivery for high-volume and high-profile events.
Benefits
- Retirement: 401(k) Company Match
- Health Benefits: Medical, Dental, Vision & Chiropractic
- Time Off: Unlimited PTO
- Events: Quarterly live event credits (we practice what we preach!), monthly happy hours, and volunteering
- Perks: Fun, collaborative, in-office culture at our HQ with catered lunches and big company perks with the autonomy of a high-growth startup.
- Recognition: Inc. 5000 fastest-growing private company by Inc. Magazine six years in a row. Recognized as one of the Best Places to Work by Inc. Magazine, The LA Business Journal, and Sports Business Journal
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What This Job Offers
Job Type
Full-time
Career Level
Director
