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Lead, Marketplace Operations, Microflex

2 months ago

Butler, Pennsylvania, United States Ticketmaster Full time

Position Overview

Title: Lead, Marketplace Operations, Microflex Tours & Onsales

Division: Ticketmaster

Location: Remote, UK/Europe

Contract Type: Permanent, Full-Time with travel obligations

TEAM STRUCTURE

The Marketplace Operations team operates at the crossroads of Product Development, Technology, and Fan Engagement. Our mission is to provide an exceptional fan experience by aligning the efforts of Marketplace and Enterprise teams with the needs of our Artist and Venue partners.

ROLE DESCRIPTION

The Lead for Marketplace Operations presents a unique opportunity within the newly established Marketplace Support MFX team. This role is pivotal in steering the team towards the achievement of defined business objectives (OKRs) while supporting the broader goals of Marketplace Support on a global scale.

The team will comprise professionals in Event Analysis and Operations Project Management, focusing on comprehensive ownership of the onsales process for Microflex markets. This role will build upon the foundational work of the MCAS team, aiming to implement reliable global processes and enhance onsales support for critical TM markets through collaboration with key stakeholders across various Business and TM Music verticals, as well as Product, Technology, Fan Support, and Incident Management teams.

Collaboration with MPS Leadership is essential. Together, they will concentrate on policy formulation, goal tracking, productivity metrics, staff assessments, performance management, training, and nurturing vital business relationships.

Key Responsibilities

Responsibilities include:

  • Daily resource allocation for projects and onsale support
  • Conducting gap analyses and coordinating with department leads for scheduling and onsale planning
  • Continuous enhancement of operational processes, including workflow request systems, tracking tools, quality assurance processes, communication, and onsale call management
  • Staying informed about new MFX developments and digital strategies
  • Providing insights on product-related initiatives and participating in staff training

ESSENTIAL QUALIFICATIONS

The Lead may occasionally take charge of addressing business interruptions and summarizing findings for Senior Management and various stakeholders. Effective communication with Tech, Development, and cross-functional teams using platforms such as Slack, Outlook, Confluence, JIRA, and Salesforce is critical. This includes notifying affected teams, updating Senior Management, explaining issues and resolutions, logging and tracking bugs, and conducting reviews.

Technical Skills

  • Prior experience with the Microflex system, preferably from a support perspective
  • Familiarity with Live Nation and Ticketmaster marketplace channels
  • Proficiency in navigating workstream tools (TM1, JIRA, Salesforce)

Intellectual Skills

  • Deep understanding of the business needs of fans, artists, and MFX market clients
  • Ability to excel in a high-pressure environment
  • Exceptional verbal and written communication skills with a keen attention to detail

Interpersonal Skills

  • Demonstrated leadership capabilities
  • Strong communication, presentation, and writing skills
  • Excellent time management and organizational skills
  • Flexibility to work effectively with individuals at all organizational levels
  • Ability to work independently while fostering collaboration

Motivational Attributes

  • Enthusiasm for working in a dynamic, multi-tasking environment with shifting priorities
  • Resourcefulness and negotiation skills to advocate for team needs

Core Values

We are dedicated to fostering a culture of reliability, teamwork, integrity, and belonging. We believe in the power of collaboration and the importance of creating an inclusive environment where everyone can thrive.

EQUAL OPPORTUNITIES

We are committed to diversity and inclusion, ensuring that all individuals can bring their authentic selves to work. We strive to create a supportive environment that encourages professional and personal growth.