We're looking for a proactive, adaptable Senior Manager, Client Operations & Implementation to join the PxT Partner Success team. This is a role for someone who thrives at the intersection of client-facing delivery and internal process-building — someone who can own complex implementations end-to-end while also helping define how we do this work as we scale.
As a hands-on leader reporting to the NYC-based Sr. Director of Operations & Implementation, you'll translate signed contracts into successful go-lives. But you'll also bring curiosity and a builder's mindset: experimenting with new tools (including AI), identifying patterns across implementations, and turning lessons learned into better playbooks. You won't always have a defined path — and that's part of what makes this exciting.
We're looking for someone who's ready to grow into greater ownership and autonomy as they prove themselves in the role — this is a role with real room to expand, not a fixed job description.
Please note: This is a full-time position, and qualified candidates must be based in the greater London area. We encourage collaboration by working a minimum of 2 days per week in the office, while also offering flexibility for employees to choose where they work for the rest of the week. Some partners require shifted, 7-day support coverage; this role has a hand in setting and maintaining those schedules, including providing direct coverage where needed. On-site presence for partner onboarding is a shared requirement across the team and should be expected as part of this role.
What Success Looks Like:
On-Time, High-Quality Implementations — delivered on schedule, meeting technical and business requirements with minimal post-go-live issues.
Client Confidence & Adoption — clients are fully trained and able to independently manage ticketing, reporting, and daily operations at launch.
Post-Launch Reliability — clients receive consistent troubleshooting & technical support after go-live, with 7-day coverage running smoothly for partners who require it.
Risk & Issue Management — risks are identified early, communicated clearly, and mitigated before they impact timelines or trust.
Cross-Functional Execution — strong partnerships with Product, Engineering, Sales, and Support drive smooth implementations and handoffs.
Team Leadership & Consistency — direct and indirect reports deliver consistent, high-quality execution across all projects.
What You’ll Do:
Own end-to-end implementation delivery — driving execution from kickoff through go-live so timelines, scope, and quality standards are consistently met.
Lead hands-on technical configuration — partnering on configuration of client websites and microsites, implementing client-specific features, and managing data migrations and system integrations.
Train and support clients through launch and beyond — leading enablement so clients can confidently run PxT day to day, then staying engaged post-launch to troubleshoot and cover features outside client self-service.
Scope complex projects and manage risk — breaking large initiatives into clear tasks and milestones while proactively surfacing and mitigating issues before they threaten timelines or trust.
Identify patterns across implementations — turn them into better process, templates, and tooling — including experimenting with AI and automation — so this role leaves a real mark on how PxT scales delivery.
Partner cross-functionally — with Product, Engineering, Sales, and Support to resolve blockers and ensure clean handoffs at every stage.
Set support coverage schedules, and manage and mentor direct and indirect reports — help design shifted 7-day coverage for partners who need it and provide clear prioritisation and feedback to grow the team.
We're Looking for Someone With:
5+ years of experience in technical implementation, professional services, or solutions consulting within a SaaS or B2B technology environment.
Demonstrated project management expertise — task definition, timeline ownership, and resource coordination across complex, concurrent projects.
Proven experience managing the full lifecycle of software implementations, from contract signing through go-live.
Experience directly managing people — setting priorities, giving regular feedback, and supporting professional growth.
Experience with ticketing, CRM, or e-commerce systems
Excellent client communication and training skills — able to manage expectations, translate complexity, and build trust.
A proactive problem-solver with strong risk identification instincts and high attention to detail.
Comfort operating in ambiguity — able to figure out what "good" looks like without a defined playbook and bring others along.
Curiosity about how AI and new tools can improve delivery operations — not required to be an expert, but genuinely interested.
Experience in the arts, live events, or attractions industries is a bonus.
Skills Required
- 5+ years in technical implementation, professional services, or solutions consulting within SaaS or B2B technology
- Demonstrated project management expertise: task definition, timeline ownership, resource coordination across complex concurrent projects
- Proven experience managing full lifecycle software implementations from contract signing through go-live
- Experience directly managing people, including setting priorities and giving regular feedback
- Experience with ticketing, CRM, or e-commerce systems
- Excellent client communication and training skills
- Strong risk identification and problem-solving skills with high attention to detail
- Comfort operating in ambiguity and defining good outcomes without a playbook
- Willingness and ability to provide on-site presence for partner onboarding and participate in shifted 7-day support coverage
- Based in the greater London area and able to work minimum two days per week in the office
- Genuine curiosity about how AI and new tools can improve delivery operations (not required to be an expert)
- Experience in the arts, live events, or attractions industries
What We Do
Founded in 2013 by Broadway veterans Brian Fenty and Merritt Baer, TTG designs frictionless e-commerce experiences via innovative product design and industry-leading technology. Through our powerful consumer matchmaking technology and expansive portfolio of brands, including TodayTix, Goldstar, Secret Cinema, and Show-Score, TTG has an intimate understanding of millions of customers. This allows TTG to optimize partner relationships by providing unparalleled access to engaged audiences, generate meaningful revenue, and transform the way tickets are sold. As leaders in the digital transformation of culture, TodayTix Group offers something for everyone — from theatre professionals to tech experts and creative visionaries. Our community stretches far and wide, with over 350 teammates working on multiple brands across the globe, and two dedicated offices in New York and London. We may not all be in the same time zone, but we move as one team propelled by one mission: to find a seat for everyone. We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table.
Why Work With Us
We are global pioneers in cultural e-commerce and technology who are in constant pursuit of the best experiences for every audience. We advocate for change and innovation in our industry, with our tech, and for our partners. We make a point to work with people who genuinely share our vision to make theatre and culture easier to access.
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