Sr. Manager, Fan Experience

3 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:

As Senior Manager of our Fan Experience team. You will help hire and lead a high-performance team to carry out our marketplaces' response to fan selling needs. The Fan Experience team directly impacts critical aspects of our company's strategic success, working with fan sellers to respond to all inquiries in a timely manner and ensure our customers are receiving the level of service Vivid Seats strives for. This position will be responsible for overseeing and developing a Fan Selling team, providing coaching and mentorship to guide career development and elevate both departments. This role will help refine Vivid Seats' long-term strategy and create processes and best practices to drive operational efficiencies.

How your role contributes to the success of Vivid Seats:
  • Develop process to allow Vivid buyers to relist their mobile tickets for sale that includes the following:
  • Establishing a model for listing, pricing, fulfillment, and payment
  • Defining and executing operational processes for seller content/documentation, listing/selling end times, reclaiming tickets, rejected tickets/substitutions
  • Create and monitor quarterly KPIs for mobile fan seller team
  • Forecast potential gross revenue earnings based on the current market and devise a plan to increase market share potential
  • Collaborate with marketing to roll out new seller options and engage fans
  • Weigh the risk/reward of fulfillment options when cultivating and executing best practices for fans and the operations team
  • Lead a small team of operations employees
  • Work with product team to fully develop an all-encompassing sell flow to allow fan sellers to list/price and potentially fulfill their sales via Vivid Seats
  • Define event/production/artist selling restrictions on an ongoing basis
  • Understand the principles of loyalty program and assess potential incentives in connecting fan seller mobile sales to the program
  • Develop an action plan for unsold mobile inventory utilizing the opportunity to offer charitable contributions and establish a social impact footprint within local communities
  • Consult and oversee various seller projects, taking an innovative approach to streamlining methods to increase revenue
  • You will evaluate, embrace, and implement processes to outpace the competition while collaborating with the Customer Experience organization to create exceptional experiences for our fan sellers
  • As a manager, you will coach for performance, providing direct and actionable feedback that focuses on employee growth and development.
How your role expectations will progress as an Operations Fulfillment Manager in the first 30, 90, and 180 days:

30 days in
  • Acclimate Vivid Seats' values and organizational goals to understand how your department drives initiatives forward.
  • Understand your teams' contributions and the needs of stakeholders that rely on your deliverables to bring business objectives to life.
  • Familiarize yourself with our internal systems and processes.
  • Set weekly touch points with direct reports to understand their role, motivations, and needs, building trust and leading with empathy.
  • Evaluate and identify inefficiencies and process improvements.
  • Identify existing fan selling process and opportunities.
90 days in
  • Develop long and short-term strategies to improve team effectiveness.
  • Empower and coach team members to achieve personal and functional goals that correlate to department objectives.
  • Develop and lead fan selling initiative for your team that enhances process, drives innovation, and builds on Vivid Seats values.
  • Document all existing processes and identify areas of opportunities and inefficiencies
  • Gain deeper understanding of talent within the department and identify developmental opportunities.
180 days in
  • Monitor and evolve team deliverables and overall performance to ensure alignment with broader initiatives of your department and the organization while coaching your team to grow skill sets.
  • Collaborate with stakeholders to confirm accurate prioritization and refine processes for collaboration and best practices.
  • Meaningfully contribute to department roadmap exercises that balance current needs with future strategic initiatives.
  • Refine KPI metrics and tracking of team productivity.
  • Iterate and implement innovative scalable seller operational processes that increase operational efficiency.
  • Coordinate with other functional leaders across the business to develop and deliver solutions and support, and drive initiatives to improve fulfillment, listing and ease of fan selling.
What You'll Bring:
  • Proven experience managing an operations team with strong understanding of demand planning, process improvement and resource allocation.
  • 7+ years' experience working in fast-paced operations or fulfillment fields.
  • Excellent interpersonal skills and the ability to inspire and lead others.
  • Experience building scalable and measurable processes which increase operational efficiency within a team.
  • Ability to conduct analysis of complex data and translate the results into actionable deliverables.
  • Demonstrated proactive experience recognizing challenges and working with a variety of teams and data sources leading to a diagnosis and recommend solutions.
  • Excellent analytical/problem-solving skills with a history of driving impact within an organization.
  • Detail-orientation with an ability to prioritize and meet aggressive goals.
  • Intrinsic drive to operate and thrive in a fast paced and performance driven environment.
  • Bachelor's degree is preferred.
  • Experience with the Ticketing Industry is a plus.
  • Travel required up to 10%.


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.

  • Sr. Manager, Fan Experience

    2 weeks ago

    Coppell, United States Vivid Seats Full time

    Job DescriptionJob DescriptionWho 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....

  • Sr. Manager of Food Quality Assurance

    3 days ago

    Coppell, United States Insight Global Full time

    Location: Hybrid onsite in Coppell, TX **Can assist in relocation** Required Skills & Experience-Bachelor’s degree and/or graduate degree in Food Science or related field.Animal science, microbiology, public health, agriculture, nutrition, ETC.-5+ years of food QA experience at a corporate chain restaurant brand-Expertise in sourcing and qualifying...

  • Sr. Product Marketing Analyst

    1 week ago

    Coppell, United States OneSource Virtual Full time

    OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice,...

  • Sr. Accountant

    1 month ago

    Coppell, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are seeking a Sr. Accountant to join our team in the transport industry, based in Dallas, Texas. This role involves handling all aspects of accounting and supporting teams across various regions. This role offers a contract to hire employment opportunity. Responsibilities:• Manage all accounting operations for North America...

  • Sr. Security Engineer

    3 weeks ago

    Coppell, United States Blackhawk Network Full time

    Today, through BHN's single global platform, businesses of all kinds can tap into the world's largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate...

  • Insight Global | Sr. Manager of Food Quality Assurance | coppell, tx

    1 day ago

    coppell, United States Insight Global Full time

    Location: Hybrid onsite in Coppell, TX **Can assist in relocation** Required Skills & Experience-Bachelor’s degree and/or graduate degree in Food Science or related field.Animal science, microbiology, public health, agriculture, nutrition, ETC.-5+ years of food QA experience at a corporate chain restaurant brand-Expertise in sourcing and qualifying...

  • Insight Global | Sr. Manager of Food Quality Assurance | coppell, tx

    3 days ago

    coppell, United States Insight Global Full time

    Location: Hybrid onsite in Coppell, TX **Can assist in relocation** Required Skills & Experience-Bachelor’s degree and/or graduate degree in Food Science or related field.Animal science, microbiology, public health, agriculture, nutrition, ETC.-5+ years of food QA experience at a corporate chain restaurant brand-Expertise in sourcing and qualifying...

  • Infrastructure Systems Specialist

    4 weeks ago

    Coppell, Texas, United States Fanatics Full time

    About the RoleFanatics Collectibles is seeking a skilled Infrastructure Engineer to join our team. As an Infrastructure Engineer, you will be responsible for maintaining and supporting our infrastructure, including servers, networks, and applications.Key ResponsibilitiesMaintain and troubleshoot servers and networks to ensure high availability and...

  • Event Experience Manager

    4 weeks ago

    Coppell, Texas, United States Urban Air Adventure Parks Full time

    Event Experience ManagerAt Urban Air Adventure Parks, we're passionate about creating unforgettable experiences for our guests. As an Event Experience Manager, you'll play a key role in bringing our vision to life. Your primary responsibility will be to work closely with our guests to design the perfect combination of food, drinks, and attractions for their...

  • Sr Solution Architect

    1 day ago

    Coppell, United States Blue Yonder Full time

    Blue Yonder Job Title: Sr Solution Architect Overview: Core responsibilities focus your efforts as the lead functional consultant for Blue Yonder Warehouse Management Systems solution implementations for customers across the Americas region. In this role, you will design best-in-class solutions using a suite of products in the Warehouse Management space, as...

  • Sr Account Manager

    2 weeks ago

    Coppell, United States Randstad Full time

    Randstad, the world’s leading partner for talent, is investing in an Account Manager for our Randstad Digital specialty. As an Account Manager, you will be responsible for driving new business through direct client engagement, territory planning, and selling our services. We prioritize building lasting relationships with clients and candidates, aiming to...

  • Sr Account Manager

    1 week ago

    Coppell, United States Randstad USA Careers Full time

    Randstad, the worlds leading partner for talent, is investing in an Account Manager for our Randstad Digital specialty. As an Account Manager, you will be responsible for driving new business through direct client engagement, territory planning, and selling our services. We prioritize building lasting relationships with clients and candidates, aiming to...

  • Sr Account Manager

    1 week ago

    Coppell, United States Randstad USA Careers Full time

    Randstad, the worlds leading partner for talent, is investing in an Account Manager for our Randstad Digital specialty. As an Account Manager, you will be responsible for driving new business through direct client engagement, territory planning, and selling our services. We prioritize building lasting relationships with clients and candidates, aiming to...

  • Sr Account Manager

    2 weeks ago

    Coppell, United States Randstad Full time

    Randstad, the worlds leading partner for talent, is investing in an Account Manager for our Randstad Digital specialty.As an Account Manager, you will be responsible for driving new business through direct client engagement, territory planning, and selling our services. We prioritize building lasting relationships with clients and candidates, aiming to...

  • Sr. React Native Developer

    3 days ago

    Coppell, United States InfoVision Inc. Full time

    Hello,We have an immediate Openings with Our Direct Client for a long term contract positionJob Title: Sr. React Native DeveloperLocation: Atlanta GA / Coppell TX (onsite Role)Duration: 12 Months Need a Senior mobile application developer with React Native experience. Below are the requirements.Experience in mobile app development lifecycle right from...

  • Licensing Coordinator

    4 weeks ago

    Coppell, United States Fanatics Full time

    Job Description We are looking for an organized Licensing Administrator to execute approval submissions, and process feedback for pre-production artwork for trading card and sticker products, across multiple brands within our professional Sports and Entertainment licenses. This position interfaces with internal teams and external Licensors in a fast-paced...

  • Sr Account Manager

    2 weeks ago

    Coppell, United States Randstad USA Full time

    Randstad, the world’s leading partner for talent, is investing in an Account Manager for our Randstad Digital specialty. As an Account Manager, you will be responsible for driving new business through direct client engagement, territory planning, and selling our services. We prioritize building lasting relationships with clients and candidates, aiming to...

  • Sr Account Manager

    2 weeks ago

    Coppell, United States Randstad USA Careers Full time

    Randstad, the world’s leading partner for talent, is investing in an Account Manager for our Randstad Digital specialty. As an Account Manager, you will be responsible for driving new business through direct client engagement, territory planning, and selling our services. We prioritize building lasting relationships with clients and candidates, aiming to...

  • Sr Account Manager

    2 weeks ago

    Coppell, United States Randstad USA Careers Full time

    Randstad, the world’s leading partner for talent, is investing in an Account Manager for our Randstad Digital specialty. As an Account Manager, you will be responsible for driving new business through direct client engagement, territory planning, and selling our services. We prioritize building lasting relationships with clients and candidates, aiming to...

  • Sr Account Manager

    2 weeks ago

    Coppell, United States Randstad USA Careers Full time

    Randstad, the world’s leading partner for talent, is investing in an Account Manager for our Randstad Digital specialty. As an Account Manager, you will be responsible for driving new business through direct client engagement, territory planning, and selling our services. We prioritize building lasting relationships with clients and candidates, aiming to...