Regional Operations Manager

4 weeks ago

Toronto, Ontario, Canada Ticketmaster Canada LP Full time

POSITION OVERVIEW

The Regional Operations Manager is tasked with overseeing all client support activities within their assigned territory. This role collaborates closely with various departments to ensure optimal satisfaction for both staff and clients. Key responsibilities include direct oversight of multiple Area Consultants, the Client Support Manager along with their Client Support Specialists, the Event Support Manager and their Event Support Specialists, as well as the Technology Support Manager and their Technical Support Specialists. The Regional Operations Manager will coordinate with other Area Managers, Centralized Teams, and Client Support Directors to promote standardized communication and operational efficiencies.

KEY RESPONSIBILITIES

Client Services Management

Provide leadership and operational vision to the respective geographic Operations team. Ensure successful achievement of company objectives for the Operations team. Develop a comprehensive understanding of client business, structure, and goals to guarantee high levels of client satisfaction. Foster productive interdepartmental relationships to drive area growth. Communicate company initiatives, including product enhancements and new functionalities, to the local Operations team. Build and maintain strong client relationships. Monitor service levels within Operations to ensure they are consistently met and exceeded.

Team Leadership

Assess and manage staff performance and efficiencies. Provide mentoring and training (initial and ongoing) to the Operations team. Oversee service level monitoring. Manage Region Operations budgets for Overtime and Travel & Entertainment. Optimize assignments within client account teams.

Product and System Oversight

Stay updated on software and new features and their implications for clients. Offer support and best practices for all Ticketmaster products to clients. Organize and oversee product and feature rollouts to the regional client base. Participate in on-call rotations for Major Incident Management and serve as the primary contact for Field Operations regarding MI processes and communication with field support teams across all Areas.

QUALIFICATIONS

3-5 years of experience with the Ticketmaster System. Exceptional written and verbal communication skills. Advanced knowledge of Ticketmaster products and applications. Strong presentation abilities. Proficient in Microsoft Office Suite. Advanced understanding of Salesforce. Service-oriented with robust organizational skills. Capable of managing multiple priorities effectively. Minimum of 2-4 years of experience in managing teams and employees. Strong project management capabilities. Requires agility, creativity, and problem-solving skills. A BA/BS degree is required.

OUR VALUES

Reliability - We recognize that fans and clients depend on us to enhance their live event experiences, and we rely on each other to achieve this. Teamwork - We believe that individual accomplishments are eclipsed by the success that can be achieved collectively. Integrity - We uphold the highest moral and ethical standards on behalf of our numerous partners and stakeholders. Belonging - We are dedicated to fostering a culture where everyone can be their authentic selves, have an equal voice, and opportunities to thrive.

CULTURE

We are passionate about live entertainment and strive to create memorable experiences for fans everywhere. As a proud division of Live Nation Entertainment, Ticketmaster has transformed the way people connect with their favorite artists, teams, and shows, continuously driving innovation. We are not just in the ticketing business; we are in the business of enriching lives through extraordinary experiences. If you share our passion for live entertainment and wish to contribute to a company that is dedicated to helping millions of fans enjoy it, we would love to hear from you.

Our 'Fan First' approach places customers at the center of everything we do. Whether working behind the scenes or engaging directly with fans, you will be part of a culture that enhances the fan experience. Your work, our passion... delivering world-class experiences – Fan First.

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