Sr. Manager, Fan Experience

The Opportunity:  

As Senior Manager of our Fan Experience team. You will help hire and lead a high-performance team to carry out our marketplaces’ response to fan selling needs. The Fan Experience team directly impacts critical aspects of our company’s strategic success, working with fan sellers to respond to all inquiries in a timely manner and ensure our customers are receiving the level of service Vivid Seats strives for. This position will be responsible for overseeing and developing a Fan Selling team, providing coaching and mentorship to guide career development and elevate both departments. This role will help refine Vivid Seats' long-term strategy and create processes and best practices to drive operational efficiencies.

How your role contributes to the success of Vivid Seats:

• Develop process to allow Vivid buyers to relist their mobile tickets for sale that includes the following:
• Establishing a model for listing, pricing, fulfillment, and payment
• Defining and executing operational processes for seller content/documentation, listing/selling end times, reclaiming tickets, rejected tickets/substitutions
• Create and monitor quarterly KPIs for mobile fan seller team
• Forecast potential gross revenue earnings based on the current market and devise a plan to increase market share potential
• Collaborate with marketing to roll out new seller options and engage fans
• Weigh the risk/reward of fulfillment options when cultivating and executing best practices for fans and the operations team
• Lead a small team of operations employees
• Work with product team to fully develop an all-encompassing sell flow to allow fan sellers to list/price and potentially fulfill their sales via Vivid Seats
• Define event/production/artist selling restrictions on an ongoing basis
• Understand the principles of loyalty program and assess potential incentives in connecting fan seller mobile sales to the program
• Develop an action plan for unsold mobile inventory utilizing the opportunity to offer charitable contributions and establish a social impact footprint within local communities
• Consult and oversee various seller projects, taking an innovative approach to streamlining methods to increase revenue
• You will evaluate, embrace, and implement processes to outpace the competition while collaborating with the Customer Experience organization to create exceptional experiences for our fan sellers
• As a manager, you will coach for performance, providing direct and actionable feedback that focuses on employee growth and development.

How your role expectations will progress as an Operations Fulfillment Manager in the first 30, 90, and 180 days:

30 days in

• Acclimate Vivid Seats’ values and organizational goals to understand how your department drives initiatives forward.
• Understand your teams’ contributions and the needs of stakeholders that rely on your deliverables to bring business objectives to life.
• Familiarize yourself with our internal systems and processes.
• Set weekly touch points with direct reports to understand their role, motivations, and needs, building trust and leading with empathy.
• Evaluate and identify inefficiencies and process improvements.
• Identify existing fan selling process and opportunities.

90 days in

• Develop long and short-term strategies to improve team effectiveness.
• Empower and coach team members to achieve personal and functional goals that correlate to department objectives.
• Develop and lead fan selling initiative for your team that enhances process, drives innovation, and builds on Vivid Seats values.
• Document all existing processes and identify areas of opportunities and inefficiencies
• Gain deeper understanding of talent within the department and identify developmental opportunities.

180 days in 

• Monitor and evolve team deliverables and overall performance to ensure alignment with broader initiatives of your department and the organization while coaching your team to grow skill sets.
• Collaborate with stakeholders to confirm accurate prioritization and refine processes for collaboration and best practices.
• Meaningfully contribute to department roadmap exercises that balance current needs with future strategic initiatives.
• Refine KPI metrics and tracking of team productivity.
• Iterate and implement innovative scalable seller operational processes that increase operational efficiency.
• Coordinate with other functional leaders across the business to develop and deliver solutions and support, and drive initiatives to improve fulfillment, listing and ease of fan selling.

What You’ll Bring:

• Proven experience managing an operations team with strong understanding of demand planning, process improvement and resource allocation.
• 7+ years’ experience working in fast-paced operations or fulfillment fields.
• Excellent interpersonal skills and the ability to inspire and lead others.
• Experience building scalable and measurable processes which increase operational efficiency within a team.
• Ability to conduct analysis of complex data and translate the results into actionable deliverables.
• Demonstrated proactive experience recognizing challenges and working with a variety of teams and data sources leading to a diagnosis and recommend solutions.
• Excellent analytical/problem-solving skills with a history of driving impact within an organization.
• Detail-orientation with an ability to prioritize and meet aggressive goals.
• Intrinsic drive to operate and thrive in a fast paced and performance driven environment.
• Bachelor’s degree is preferred.
• Experience with the Ticketing Industry is a plus.
• Travel required up to 10%.