Director of Operations

Job Summary:

JOB DESCRIPTION – Director of Operations

Location: Tokyo, Japan (Onsite)

Contract Terms: Permanent

THE TEAM

The team are responsible for the delivery of exceptional ticketing service to clients (Venue & Promoter) through the effective management of client requirements. Working closely and collaboratively with both clients and internal stakeholders ensuring systems and processes are delivered to ensure not only a positive client experience but also a positive customer experience. You will be the first point of contact for the local ticketing team in Japan in the office and all operational support.

THE JOB

The Director of Operations is responsible for providing leadership for employees and delivering outstanding support, vision and guidance for their region. This includes accountability for client and fan satisfaction, meeting agreed upon service level standards, driving efficiency, and improved employee performance. The Director will work closely with the centralised teams to coordinate all installations, upgrades, and training. They will regularly meet with Account teams and the client’s senior management to develop and implement support service plans. The Director will also manage budgets, purchasing, and hiring. The Director is a key member of the leadership team within the APAC region and is responsible for strengthening client relations and increasing client satisfaction. 

Your team will continue to evolve and innovate with new approaches to supporting our clients, our fans, our employees, and our products.

WHAT YOU WILL BE DOING

Staff Management

• Provide vision and direction for local account management team.
• Evaluate and manage performance within their direct reports and entire organisation.
• Interview and hire new staff
• Train, coach, and mentor staff
• Manage employee development
• Monitor service levels provided by staff
• Assure employees are functioning at high levels and implement knowledge and learning strategies as needed

Client Support

• Build consistency in operations across process rollout for clients.
• Build and cultivate excellent client and interdepartmental relationships.
• Budget and financial forecast responsibilities.
• Conduct regular client meetings whereby best practices are reviewed, recommendations are made, and employee mapped feedback is gathered
• Define and implement OKRs and metrics
• Communicate regularly with function leads across the organisation in order to assure client relations and support is at high levels
• Determine programs for employees to help drive their knowledge base of client business practice
• Evaluate the team skill set to assure employees are mapped appropriately to the right clients
• Continually evaluate the area level structure in order to evolve regularly

Product and System Support 

• Remain current with ticketing software used in market to support client requirements.
• Oversee support provided to the client for all systems and products.
• Oversee installation and product deployment routines for clients.

Problem Resolution

• Research client/customer challenges about service levels
• Review specific issue details reported by the client
• Work with all support groups to expedite problem resolution

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Experience in ticketing, live events, promoting, e-business, media or entertainment industries are preferred.
• Extensive account management experience.
• Demonstrated success in operations, client relations, and project management
• Strong working knowledge of Microsoft Excel, Word, and PowerPoint.
• Direct experience managing a team of over client support staff.
• Proven track record of innovation and leadership across teams and across all TM departments.
• Proven track record of project management where projects have had an impact on all Client Support Areas.

YOU (BEHAVIOURAL SKILLS)

• Fluent in English and Japanese
• Sound judgment and critical thinking abilities
• Demonstrated strong oral and written communication skills
• Demonstrated ability to select, manage, and lead a team in a growth oriented, fast paced, changing environment
• Good listener with outstanding interpersonal qualities
• Highly motivated team player who contributes to an atmosphere in which people work together, enthusiastically and effectively, and produce outstanding results
• Lead by example; effective in working with and through others

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
#LI-Onsite #LI-JCK

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.