Regional Area Manager, Field Operations @ Ticketmaster - New York, NY

Job Overview

2 months ago

Regional Area Manager, Field Operations

Ticketmaster - New York, NY

Job Summary:

The role:

The Area Manager is responsible for managing all client support functions within their designated area. The position will work in tandem with all various Ticketmaster departments to ensure high market satisfaction for staff and clients alike. Responsibilities direct management of multiple Area Consultants, the Client Support Manager and their team of Client Support Specialists, the Event Support Manager and their team of Event Support Specialists, and the Technology Support Manger and their team of Technical Support Specialists. They will work closely with other Area Managers, Centralized Teams and Client Support Directors to ensure standardization of communication and efficiencies.

What the job is:

Client Services

  • Provide Leadership and Client Support company vison to their respective geographic area.
  • Ensure company cascading OKRs are successfully met.
  • Develop a knowledge base of client business, organization and objectives to ensure high client satisfaction.
  • Cultivate successful interdepartmental relationships ensuring growth of area.
  • Communicate company initiatives including product updates, new features, and functionality to local management team cascading to full area team.
  • Build and cultivate excellent client relationships through visibility.
  • Monitor client support service levels and ensure they are met and exceeded.

Staff Management

  • Evaluate and manage staff efficiencies and performance.
  • Provide mentoring / training (initial and ongoing) to Area team.
  • Monitor service levels
  • Oversight of Area Overtime and Travel & Entertainment budgets
  • Optimize client account team assignments.

Product and System Support

  • Remain current with software and new features and how they impact clients.
  • Able to provide support and best practices to the client for all TM products.
  • Organize and monitor product and new feature rollouts to regional client base.
  • Pagerduty oncall rotation for Critical Incident Management and point person for Client Support on CI process and communication to field support teams across all Areas.

What a qualified candidate should possess:

  • 3-5 years experience with the Ticketmaster System
  • Excellent written and oral communication skills
  • Advanced Knowledge TM products and applications.
  • Advanced Presentation Skills
  • Proficient with Microsoft Product Suite.
  • Advanced knowledge of Salesforce
  • Service oriented with strong organizational skills.
  • Able to successfully handle multiple priorities.
  • Minimum of 2-4 years experience managing employees and teams
  • Strong project management skills
  • Agility, creativity, latitude, and problem solving is required
  • BA/BS degree required

COVID-19 vaccination will be required for this position subject to legally valid exemptions

Equal Employment Opportunity
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, for applicants in Los Angeles, California, and consistent with applicable laws in other areas.

Hiring Practices
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

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