Senior Manager, BPO Operations – Fan Support (North America)

Job Summary:

JOB DESCRIPTION – SENIOR MANAGER, BPO OPERATIONS - FAN SUPPORT

Location: Texas, Arizona, Florida, Georgia, North Carolina

Division: Ticketmaster NA

Line Manager: Director - Fan Support

Contract Terms: Full Time

Ticketmaster is doing something special. We are bringing together a team of experts to give our customers an experience unlike any other—breaking the rules and putting customers first.
We see our people as individuals with families, interests, dreams, and causes that matter. We prioritize teammate health and safety, work-life balance, and diversity, equity, and inclusion. From generous benefits to employee resource groups, we aim to create an environment where teammates can grow, develop, and expand their careers.

The Senior Manager, BPO Operations – Fan Support (North America) is responsible for the operational oversight, governance, and performance management of Ticketmaster’s outsourced contact center partners (BPOs) supporting North America Fan Support. This role serves as the primary operational partner for assigned BPO vendor(s), ensuring alignment to Ticketmaster standards for customer experience, quality, productivity, and operational readiness.
The Senior Manager acts as a trusted partner to vendor leadership and internal stakeholders, driving accountability, continuous improvement, and operational excellence across outsourced support operations. This role requires strong vendor management discipline, data-driven decision-making, and the ability to influence outcomes across a matrixed environment.

BPO Performance & Governance

• Own day-to-day operational performance management of assigned BPO vendor(s) supporting Fan Support.
• Establish and maintain vendor governance rhythms (WBRs, MBRs, QBRs, action plans, scorecards).
• Monitor and drive performance across key KPIs including CSAT, Quality, Productivity, AHT, FCR, adherence, backlog, and escalations.
• Identify systemic performance gaps, lead root-cause analysis, and drive corrective action plans with measurable outcomes.
• Lead strategic performance reviews with vendor leadership, identifying opportunities for sustained operational improvement.
• Provide data-driven recommendations to senior leadership regarding vendor performance trends, risks, and improvement opportunities.
• Partner with internal vendor management and workforce teams to support operational performance against agreed service expectations.

Operational Oversight & Execution

• Partner with Workforce Management to validate vendor staffing plans, schedules, and volume readiness for peaks and major onsales.
• Ensure operational readiness for new product launches, policy updates, tool rollouts, and high-volume events.
• Monitor real-time execution and ensure vendor responsiveness to volume fluctuations and incident response needs.
• Manage escalations and partner with vendor leadership to resolve complex fan and operational issues.
• Lead cross-functional initiatives focused on improving operational efficiency, scalability, and customer experience outcomes.
• Serve as an escalation point for critical operational issues and drive resolution through collaboration with vendor and internal leadership teams.

Quality, Training & Continuous Improvement

• Partner with Quality teams to ensure vendor QA programs meet Ticketmaster standards and calibration alignment.
• Partner with Training and Knowledge teams to ensure vendor onboarding, certification, and ongoing readiness.
• Drive initiatives to reduce repeat contact drivers and improve overall fan experience outcomes.
• Ensure vendor SOPs and workflows are current, compliant, and consistently executed.
• Champion best practice sharing across vendor partners to drive consistency and operational excellence.
• Identify and lead continuous improvement initiatives that improve fan satisfaction, operational performance, and support efficiency.

Stakeholder Collaboration & Reporting

• Build strong partnerships with internal cross-functional teams including Product, Workforce, Quality, Training, and Support Operations.
• Deliver clear performance reporting highlighting trends, risks, and improvement plans.
• Present operational performance updates and business insights to Fan Support leadership.
• Proactively escalate operational risks and CX impacts with data-backed recommendations.
• Partner with peers and leaders across the organization to support strategic initiatives impacting Fan Support operations.
• Ensure consistency and accuracy in operational performance reporting.

• 5+ years of contact center leadership experience, with direct BPO/vendor management experience strongly preferred.
• Proven ability to drive vendor performance through governance, accountability, and influence.
• Experience leading operational improvement initiatives and cross-functional projects.
• Strong analytical skills with experience interpreting KPIs, operational dashboards, and performance trends.
• Demonstrated ability to influence stakeholders and drive results in a matrixed environment.
• Excellent communication, presentation, and stakeholder management skills.
• Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint) and comfort working across CRM, QA, and workforce tools.
• Experience operating in multi-vendor, matrixed environments is a plus.
• Strong relationship-building, coaching, and problem-solving skills.

• Rock Solid Reliability – Sets clear expectations, follows through, and consistently delivers results.
• Act with Integrity – Represents performance data accurately and leads with transparency and fairness.
• Influence Without Authority – Aligns vendor leaders and internal partners through clarity and execution.
• Customer-First Mindset – Anchors decisions in fan experience and service quality outcomes.

BENEFITS & PERKS

Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:

• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• WEALTH: 401(k) program with company match, stock reimbursement program
• FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• OTHERS: Volunteer time off, crowdfunding match

LIFE AT TICKETMASTER

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

Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

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 - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork – While we celebrate individual achievements, we know have more success as 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 aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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. 

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, intersectionality, 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. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.

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.