Ticket Operations Analyst - Product Ops
About The Position
The Ticketing Operations Analyst – Product Operations coordinates cross-departmental product initiatives, ensuring effective stakeholder engagement in User Acceptance Testing (UAT) and managing issue tracking with product teams under the supervision of the Manager, Ticketing Operations. The role also supports data cleansing and fraud monitoring, collaborates on triage and escalation of product issues, and participates in after-hours on-call rotations as needed. The analyst works closely with Product Owners, Project Managers, clients, promoters, and Ticketing Operations staff. Responsibilities include coordinating UAT for new products and features, handling and escalating reported product issues, providing overflow operational support, and assisting with client and promoter requests. The role may involve after-hours and weekend support for bulk refunds and emergency requests.
Requirements
- Bachelor of Arts or Bachelor of Science degree in Computer Science, Business Administration, or Marketing is preferred.
- Two to four years of significant experience in live event ticketing and/or ticketing software administration may substitute for equivalent education, depending on the nature of the work experience.
- Ability to independently manage complex projects.
- Familiarity with software testing protocols.
- Excel experience, including familiarity with data parsing and VLOOKUP functions.
- Strong communication skills and the ability to enforce accountability standards gracefully.
- Ability to manage multiple pressing priorities and meet aggressive deadlines.
- Flexibility in adapting to rules and processes that frequently evolve.
Nice To Haves
- BA/BS degree in Computer Science, Business Administration, or Marketing.
Responsibilities
- Recruit, coordinate, and hold business stakeholders accountable for completing UAT on new AXS products and features, working with the Product Owner and Project Managers.
- Assist with evaluating and escalating Global Triage bug tickets; troubleshoot reported issues and resolve or escalate them as needed.
- Provide overflow support for creating and validating fees, investigating fee variance tickets, and managing Apex user accounts.
- Assist with client and promoter requests for OTL sweeps, generate reports on problematic orders, and coordinate bulk cancellation of orders that violate ticket limits.
- Participate in an on-call rotation to assist with daily bulk refunds for rescheduled events and triage emergency requests after hours and on weekends.
- Provide general and project-specific assistance to other Ticketing Operations staff under the supervision of the Manager, Ticketing Operations.
- Support data cleansing efforts and fraud monitoring.
Benefits
- Medical, dental, and vision insurance.
- Paid holidays, vacation, and sick time.
- Company-paid basic life insurance and voluntary life insurance.
- Parental leave.
- 401(k) plan with a current employer match of 3%.
- Flexible spending and health savings account options.
- Wellness offerings.
- Bonus eligibility under the current bonus plan requirements.
- Training and education reimbursement.
- Volunteer opportunities and community engagement programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
