Fan Operations Coordinator, US

Tixel•Los Angeles, CA

69d•Hybrid

About The Position

Working closely with our Global Head of Marketplace Experience (based in Australia) and the US Commercial team, you’ll play a key role in maintaining the operational accuracy and day-to-day performance of the marketplace. This is a hands-on, roll-up-your-sleeves kind of role. You’ll be in the systems, across the data, and all over the details - making sure events are set up right, tickets land safely in fans’ hands, and any risks are spotted early. You’ll help shape how fans experience Tixel every single day while keeping the marketplace healthy and humming. It’s a chance to level up your marketplace ops skills and grow with us as we expand across the US.

Requirements

Strong Technical Aptitude: You’re comfortable navigating systems, diagnosing issues, and troubleshooting integrations independently. You pick up new tools quickly and can clearly define technical problems and know your way around Google Sheets or Excel.
Analytical & Structured: You use data to guide decisions, spot patterns early, and identify operational risks before they escalate. You can translate metrics to identify areas for improvement in our operations.
High Attention to Detail: You hold a high bar for accuracy and consistency. You catch configuration gaps, inconsistencies, and edge cases before they impact fans.
Comfortable in Execution: You enjoy being hands-on in the mechanics of a marketplace. You’re energised by running and improving systems, and you follow through to resolution rather than leaving things half done.
Ownership & Initiative: You take pride in doing things properly and following issues through to resolution. You’re confident working independently, know when to escalate, and don’t wait around when something needs action.
AI-Enabled Problem Solving: You’re comfortable using AI tools to move faster and think better - whether that’s analysing data, pressure-testing ideas, writing clearer documentation, or exploring root causes. You see AI as a practical assistant, not a shortcut.
Clear & Direct Communicator: You articulate issues, risks, and solutions clearly across teams and time zones. You write structured, actionable problem statements that help Engineering and Commercial teams move quickly. You’re strong in async communication and can drive clarity and momentum without needing a meeting for everything.
Agile & Adaptable: You’re comfortable jumping between tasks and shifting priorities as the day unfolds. When plans change or something unexpected pops up, you can recalibrate, and focus on what matters most.
Operational Accountability: You understand that live marketplaces don’t operate on a 9–5 schedule. When high-impact issues arise, you step in, stay level-headed, and work cross-functionally to resolve them fast - always with the fan experience front of mind.

Responsibilities

Own the day-to-day flow of ticket delivery to fans across both integrated and non-integrated events. You’ll keep a close eye on delivery pipelines, flag at-risk orders early, and monitor partner integrations to make sure everything is running smoothly and reliably.
Be across marketplace performance when it matters most - as gates open on event day. You’ll proactively spot fulfilment or access issues, quickly get to the root of the problem, and work cross-functionally to keep the fan experience seamless from purchase to entry.
Set up and maintain event pages with precision and care. You’ll ensure everything is technically sound and accurate, troubleshoot inconsistencies, flag bugs, and continuously refine the structure to create a smooth buying and selling experience for fans.
Stay one step ahead by monitoring listings and sales patterns to detect suspicious activity. You’ll take action to mitigate risk and partner with other teams to reduce disputes and refund drivers, helping to keep Tixel safe and fair for everyone.
Track marketplace performance metrics, identify trends and operational risks, and contribute insights that help us to strengthen both fan experience and overall marketplace health.
Jump in during high-volume or time-sensitive periods to keep things moving. You’ll troubleshoot issues hands-on, identify root causes, and document clear, actionable summaries for relevant teams to review and implement fixes.
Provide in-person operational support at key US festivals and events when needed. You’ll support box office teams with Tixel processes, assist with last-minute resales or ticket transfers, and help resolve access or check-in issues in real time - working closely with the US Commercial team to determine where your presence makes the biggest impact. This role requires flexibility and a willingness to work outside standard hours when events demand it, including weekends.