Ticketing Operations Analyst - Product Ops

AXS•Los Angeles, CA

3d•Onsite

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 efforts and fraud monitoring, collaborates on triage and escalation of product issues, and participates in an after-hours on-call rotation as needed. The analyst provides project-specific and general assistance to Ticketing Operations staff.

Requirements

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 frequently evolving rules and processes.
A bachelor's degree in Computer Science, Business Administration, or Marketing is preferred; 2–4 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.

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 cancellations 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.

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.
Benefits eligibility for full-time employees begins on the first day of employment.
Bonus eligibility under the current bonus plan requirements.
Training and education reimbursement.
Employee Resource Groups and volunteer and community engagement opportunities.