Operations Team Lead

2 weeks ago

Coppell, United States Vivid Seats Full time

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2024, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity: The Mapping Team Lead is responsible for ensuring all sports, concert, and theater event information is accurate and up-to-date on the company website and internal information systems. Specifically, the role includes researching and auditing event ticket listings for consistency, standardizing event names and attributes across different sellers, and coordinating with company marketing managers on critical event information to improve ticket sales operations.

Mapping Team Leads are responsible for mentoring direct reports through coaching, training and workflow reminders. Team Leads liaise between the staff and Director and Manager on Issues that may need to be address at a higher level (tech, Interdepartmental, cross-departmental) as well as Investigate more complex event related updates (cancellations, venue changes, etc). Team Leads manage general scheduling of direct reports (Including approval of timecards, time off requests, etc) and conduct formal reviews based on company standards and expectations

How your role contributes to the success of Vivid Seats:

* Research, compile, and manage critical event information (date, time, location, venue configuration, etc.) for a high volume of rapidly changing live productions in the sports and entertainment industry
* Standardize information for consistent treatment and nomenclature internally and externally
* Ensure accurate linking of seller listings to correct venue seating locations and corresponding venue map information
* Manage ongoing auditing of event and venue information for any changes to ensure accuracy on the website
* Work with a flexible work load and be able to prioritize tasks with understanding of impact on customer experience
* Conduct other related large data gathering and analysis projects regarding event information

How your role expectations will progress as a Mapping Associate in the first 30, 90, and 180 days:

Mapping Associate (30 days in)

* Complete new hire training, gaining the resources you need to be successful and understanding of department team structure.
* Learn how primary ticket marketplaces operate and how you'll contribute to providing great experiences for our stakeholders.
* Acclimate to team and company norms, business objectives, and Vivid Seats values.
* Practice identifying department protocols when events need to be created or updated.
* Understand long term goals of department and how our work impacts other departments needs and reach.

Mapping Associate (90 days in)

* Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
* Gain ability to recognize order issues and trends while monitoring agent's day to day activity.
* Display ability to recognize and address agent errors and provide constructive feedback.
* Become more familiar with higher level mapping items and understanding of processes related to escalating issues to leadership.
* Grow into a more independent worker with ability to multi-task.

Mapping Associate (180 days in)

* Apply methods to execute individual tasks that positively impacts the team.
* Play an active role in continued learnings to advance skill sets necessary for team goals.
* Proactively monitor agent performance and provide solid solutions on how to meet their individual and team goals.
* Manage highly complex, escalated, and high value incidents without guidance.
* Ingrained as a key player of the team who runs autonomously throughout day-to-day.

What You'll Bring:

* Bachelor's degree in business analysis, finance, computer science or related field preferred
* Candidate must demonstrate an impeccable attention to detail and be able to identify and analyze industry trends
* Ideal candidate must be comfortable and capable of regularly reviewing multiple sources of information to ensure consistency and accuracy
* Candidate must be highly organized, responsible, and comfortable working with large amounts of data
* Candidate should enjoy working closely with a supportive team but also be able to be self-sufficient and take the lead on handling tasks with minimal follow-up and maximum accuracy
* Strong familiarity and interest in sports and entertainment events, performers, teams, and venues
* Proficient in all Microsoft Applications especially Microsoft Excel

Additional Information:

* The first 2 weeks of employment are Monday-Friday 9:00-5:00 for training. Training will take place in-person and is paid.
* Hours are: 2:30pm - 11:00pm
* Days off are Wednesday/Thursday
* Following training, work will be hybrid. 3 in office days, 2 remote days

Our Commitment:

We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.

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