Customer Experience Manager - SeatGeek Enterprise at SeatGeek (Portland, ME)

| Portland, ME
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SeatGeek's customer base-and our Customer Experience (CX) team-are rapidly growing. As the voice of SeatGeek to our customers, our CX team is dedicated to providing ridiculously good experiences.
We're looking to hire a CX Manager to support our SeatGeek Enterprise (SGE) team . This role manages the subteam responsible for supporting SGE season ticket holders, box office staff, and related ticket buying activities. You'll join our veteran, proud and highly effective CX leadership group. You'll have a chance to let your strategic, planning, cross-team collaboration, people management and general leadership skills shine, while playing a huge role in shaping the direction of one of the largest teams in the company.
What you'll do
Oversee and guide all aspects of CX SGE efforts:
  • Develop the organizational structure by identifying when additional roles are needed, building the business case and onboarding the right people for those roles
  • People management duties for most key players in this org
  • Training (initial, and re-training, up-training) efforts across the whole CX department
  • Help drive development and effective management of SGE CX metrics and performance
  • Management of key SGE-support tools (SGOogle, Unify, SRO), including agent onboarding, training and ongoing maintenance
  • Managing key internal relationships and partnerships: relationship-building with various SGE subteams responsible for client support, onboarding, event pre/onsales, client and fan happiness
  • Relationship-building with key clients, including guiding others' efforts and direct meetings, travel, as needed
  • Development of team goals and strategic planning

Other responsibilities include:
  • Leading / co-leading team meetings
  • Proactively and appropriately identify and communicate site support and customer experience issues, and proposed solutions when appropriate, to senior leadership and other cross-functional departments
  • Help to maintain and improve upon an already-spectacular culture and sense of camaraderie on the team
  • Embody the fan-first, enthusiastic, proud, resilient spirit of the CX team; lead by example!

What you have
  • 3+ years in a leadership role on a CX / support team
  • You have experience leading strategic thinking for a CX / support team
  • You have superior communication skills and are highly collaborative; experience working on cross-team initiatives a major plus
  • Client support experience a huge plus
  • Leadership abilities
  • You're passionate about data and driving better individual and team performance through effective management of key performance metrics
  • You have a strong work ethic, keep a level head, and don't get flustered easily
  • Able to adapt extremely quickly and help guide a team through changes: organizational strategic changes, new product releases, new clients, new procedures, etc.

Perks
  • Equity stake
  • Flexible work environment, allowing you to work as many days a week in the office as you'd like or 100% remotely
  • A WFH stipend to support your home office setup
  • Flexible PTO
  • Up to 16 weeks of paid family leave
  • 401(k) matching program
  • Health, vision, dental, and life insurance
  • Annual subscriptions to Headspace, Ginger.io, and One Medical
  • $120 a month to spend on tickets to live events
  • Annual subscription to Spotify, Apple Music, or Amazon music

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlexFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • LookerAnalytics
    • SketchDesign
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM

An Insider's view of SeatGeek

What are some social events your company does?

The importance of gathering is baked into our DNA at SeatGeek! We always take time to celebrate milestones together, whether in person or virtually, and, while we throw an amazing End of Year party, my favorite events are a little more personal! We empower employees to create their own social events from fitness classes to crafting or or tv nights!

Erin

Workplace & People Programs Manager

What projects are you most excited about?

An ongoing project I am excited about is the redesign of one of the core flows in our app. It is a high impact, cross functional initiative and I love how we’ve been able to implement a new technical foundation, introduce new features, and improve the user experience. I’m looking forward to the initial release and gathering insights from consumers!

Jenny

iOS Engineer

How do you empower your team to be more creative?

We encourage teams to solve problems and create delightful customer experiences, not implement pre-defined solutions. Our teams leverage research/data to understand our customers needs and behaviors, but we also believe that giving teams the space to be creative during a discovery phase opens the possibilities of what they can come up with.

Bree

Director, Product Management

What are SeatGeek Perks + Benefits

SeatGeek Benefits Overview

At SeatGeek, two of our goals related to benefits and perks are wellness and work/life balance. Whether it's generous time off or subscriptions for mental and physical wellbeing, we want to make sure employees are taken care of at work and outside of it.

Culture
Volunteer in local community
Friends outside of work
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

SeatGeek employees receive a monthly ticket-purchase stipend for live events!

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