Director, Field Operations

Job Summary:

JOB DESCRIPTION – Director, Field Operations

Location: Melbourne, Sydney, Brisbane

Division: Support & Operations

Line Manager: VP, Field Operations

Contract Terms: Permanent, 38 hours per week

THE TEAM

The Global Client Support & Operations Organisation has the mission to build a global support & operations centre of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.  

The Field Operations team is responsible for supporting clients and employees and driving efficiencies and best practices while remaining focused on client satisfaction.

THE JOB

The Field Operations Director is responsible for providing leadership for employees and delivering outstanding support, vision and guidance for their region. This includes accountability for client and fan satisfaction, meeting agreed upon service level standards, driving efficiency, and improved employee performance. The Director will work closely with the centralised teams to coordinate all installations, upgrades, and training. They will regularly meet with Account teams and the client's senior management to develop and implement support service plans. The Director will also manage budgets, purchasing, and hiring. The Field Operations Director is a key member of the leadership team within Operations and is charged with strengthening Ticketmaster's client relations and increasing client satisfaction. 

Support & Operations – Field Operations is a team that continues to evolve and innovate with new approaches to supporting our clients, our fans, our employees, and our products.

WHAT YOU WILL BE DOING

Staff Management

• Provide vision and direction for Regional Area Managers, Area Managers and Client Managers
• Evaluate and manage performance within their direct reports and entire organisation.
• Interview and hire new staff
• Train, coach, and mentor staff
• Manage employee development
• Monitor service levels provided by staff
• Assure Area employees are functioning at high levels and implement knowledge and learning strategies as needed

Client Support

• Build consistency across Regions, Areas and Client Support organisation.
• Build and cultivate excellent client and interdepartmental relationships.
• Develop strategies to continually improve support while reducing costs.
• Budget and financial forecast responsibilities.
• Reduce client support requirements through evaluation of support levels and coordinate the delivery of appropriate training internally and externally
• Conduct regular client meetings whereby best practices are reviewed, recommendations are made, and employee mapped feedback is gathered
• Define and implement OKRs and metrics
• Communicate regularly with function leads across the organisation in order to assure client relations and support is at high levels
• Determine programs for employees to help drive their knowledge base of client business practice
• Evaluate the team skill set to assure employees are mapped appropriately to the right clients
• Continually evaluate the area level structure in order to evolve regularly

Product and System Support

• Remain current with software to include: Operational CRM, Archtics, AccountManager, TM Host, TM1 Apps, and all related products.
• Oversee support provided to the client for all TM systems and products
• Oversee installation and product deployment routines between local and national teams

Problem Resolution

• Research client/customer challenges about service levels
• Review specific issue details reported by the client
• Work with all support groups to expedite problem resolution

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• BA or equivalent experience
• Client Support or Management Experience.
• Minimum of 5 years experience in ticketing industry.
• Minimum of 5 years of managerial experience.
• Demonstrated success in operations, client relations, and project management
• Experience with higher level Ticketmaster system skills is required
• Strong working knowledge of Microsoft Excel, Word, and PowerPoint.
• Direct experience managing a team of over 10 client support staff.
• Proven track record of innovation and leadership across teams and across all TM departments.
• Proven track record of project management where projects have had an impact on all Client Support Areas.

YOU (BEHAVIOURAL SKILLS)

• Sound judgment and critical thinking abilities
• Demonstrated strong oral and written communication skills
• Demonstrated ability to select, manage, and lead a team in a growth oriented, fast paced, changing environment
• Good listener with outstanding interpersonal qualities
• Highly motivated team player who contributes to an atmosphere in which people work together, enthusiastically and effectively, and produce outstanding results
• Lead by example; effective in working with and through others

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 OPPORTUNITIES

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.

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