Manager - Social Media

JOB DESCRIPTION – Social Media Manager  

Location:  Charleston, WV

Division:  Ticketmaster NA Contact Center

Line Manager:  Senior Director – Client and Consumer Support

Contract Terms:  Full Time, Permanant, 40 hours per week

THE TEAM

The Fan Support team at Ticketmaster care passionately about our fan’s interactions across our Marketplace, none more so than the interactions with our fan support teams. And as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points and driving best in class interactions with our brands.

THE JOB

The Social Media Manager is responsible for developing and maintaining standard operating procedures for the Fan Support social media global responses for Ticketmaster.  You will monitor performance by collecting and analyzing data from various functions in social media response tools and ensure we have the best tools for interacting with Fans on all social media platforms.   You will also work closely with senior management to help Fan Support deliver our overall company goals and objectives.  The Social Media Manager will look for consistency across diverse teams around the globe, break down issues into manageable components, and create solutions with measurable results.  The successful applicant will be responsible for directing agents’ workflow and workload as well as handling complaints, concerns, and questions from both internal and external customers. The core responsibility of this position includes managing the Fan Support social media teams across the globe.

WHAT YOU WILL BE DOING

• Build strong working relationships with clients and Ticketmaster team members in the field.
• Work closely with Customer Service Supervisors to ensure productivity goals are met.
• Be a role model for direct reports as well as the overall team. Lead by example.
• Manage Day-to-Day operations by working closely with team managers and supervisors to ensure productivity and quality goals are being met. 
• Communicate customer sentiment trends, troubleshoot customer issues, handle escalated customer calls and perform daily team administrative functions.
• Use a sense of urgency and critical thinking to resolve any customer issues both internal and external.
• Collaborate with workforce to ensure proper staffing and scheduling to meet business needs.
• Review QA and coaching feedback and report back trends and business concerns.
• Encourage team engagement.
• Collaborate with cross functional teams to develop strategies and initiatives to help improve the customer and agent experience at all touch points.
• Identity areas of opportunity (e.g. training or QA gaps) in ensure the team performs both effectively and efficiently
• Manage the employee life cycle to include hiring, training, and ongoing development to improve employee retention rate.
• Review departmental stats (e.g. Productivity, SLAs, AHTs, CSAT) with the team on a regular basis to improve performance.
• Manage multiple priorities in a fast-paced environment using effective communication to keep appropriate parties abreast of each situation.  
• Coordinate and implement reward and recognition programs to drive both group and individual performance.
• Drive continuous improvement efforts across process to result in improved performance metrics.
• Drive employee engagement and foster a positive and productive culture through enthusiastic leadership.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 4+ years successful role as a manager or 2 years as a senior manager in a fast-paced Customer Success/Experience contact center or remote environment
• Experience successfully leading multiple remote sites
• Excellent written, verbal and non-verbal communications skills in English.
• Comfortable engaging and communicating with all levels including senior leaders, CEO/COO/CFO/SLT
• Proven and demonstrated ability to build great relationships, with the ability to bring an upbeat, professional, and respectful approach to internal and external customers.
• Experience working in a metrics and data driven environment and have proven ability to drive improvements to SLAs, CSAT and NPS
• Must demonstrate logical thinking, strong analytical and problem-solving skills to resolve customer concerns critically and creatively.
• Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence.
• Demonstrates adaptability, flexibility, innovation and resilience, and the ability to learn from experience and setbacks.
• In-depth knowledge of social media platforms/tools used around the world to respond to fan issues.
• Logical problem-solving skills, outstanding organizational skills, and dedication to quality and performance

YOU (BEHAVIOURAL SKILLS)

Rock Solid Reliability – I earn the trust of clients, co-workers, and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right.

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathize and understand where others are coming from; I show recognition and appreciation for the contributions of others

Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.

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 EMPLOYMENT OPPORTUNITY

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.

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, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

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.