Operations Specialist

Operations Fulfillment Specialist

Excited to be partnered with a leading technology solutions provider specializing in automation tools for the ticketing industry to enhance operations and service delivery.

A private equity-backed technology company aimed at maximizing distribution and yield for live event ticket inventory is seeking an Operations Fulfillment Specialist. This company provides an end-to-end software platform for the live ticketing industry, managing thousands of sports, theater, and live music event tickets on behalf of artists, promoters, teams, venues, and professional resellers. Their comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle, from ingestion to sales fulfillment.

THE POSITION

In this position, the incumbent will work hand in hand with the Operations Team handling all aspects of ticket supply chain logistics. With the aid of in-house automation tools, the Operations Fulfillment Specialist will be responsible for servicing Members and Customers with their orders via manual fulfillment, phone, and email support.

This role combines elements of customer service, advocacy, and system management. The ideal candidate has experience managing time-sensitive requests in a high-volume environment.

THE PLAN

Everyone has a part to play:

• Accurately carry out all fulfillment processes and protocols by monitoring sales across 14+ marketplaces
• Understand marketplace and primary ticketing policies and apply them to orders
• Maintain a general knowledge of all in-house tools, industry automation, and inventory management best practices
• Support end-consumers in both the purchasing and fulfillment processes
• Prioritize and respond efficiently to emails and phone calls in a fast-paced environment
• Assist Members with a variety of support requests, including researching and resolving common issues
• Work closely with internal teams and escalate requests to other departments (and individuals) as needed
• Build sustainable, trusting relationships with Members through open and interactive communication to improve the overall Member experience
• Follow up on client requests to reach a satisfactory resolution
• Exceed department standards for quality of service

Requirements

What we're looking for:

• Previous success in a consumer-facing position
• Professional in demeanor and appearance
• Must have excellent organizational skills
• Must be willing to work nights, weekends, and holidays when mission-critical tasks arise
• Ability to demonstrate uncompromised judgment and discretion regarding interpersonal relationships
• Ability to manage stressful and/or high-profile situations
• Self-discipline and a commitment to confidentiality and discretion (including with respect to sensitive information)
• Good decision-making skills and judgment
• Flexible and reliable team player, within departmental team and the company as a whole
• Strong communication skills (written, verbal and non-verbal), and active listening skills
• Adept at time management and prioritizing job tasks, within defined parameters and/or objectives. Must be able to work independently
• Able to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption
• Knowledge and understanding of both the primary and secondary markets within the ticketing industry preferred
• Proficiency in ticketing systems, managing ticket inventory and/or third-party ticketing software a plus