Job Summary:
Operations Manager, Field Operations North America
Location: New York, New York
Comments: Typical 8-hour workday with afterhours support as needed. Rare travel, domestic and international.
Division: Global Operations & Support
Line Manager: VP, Field Operations North America
Contract Terms: Salary, 40 hours per week plus after-hours support as needed
THE TEAM
The Field Operations Team , which is part of the Global Support & Operations organization, is responsible for providing outstanding support for internal teams and the Ticketmaster client base. The team mission -Support the Client, Support the Account Teams, Support the Fan- and strives to provide excellent support while realizing improvements in efficiency, ever-changing technology, support needs and professional growth for the staff.
THE JOB
The Operations Manager directs and controls a variety of projects for the Field Support & Operations team in North America ensuring that the organization's projects are conducted on time, within budget using project management best practices to ensure the highest level of quality. The Operations Manager sets project management standards and objectives and develops operating plans and project management methods to achieve them. The Operations Manager works closely with every facet of deploying and supporting Ticketmaster processes and products and is a key player in ensuring clients have access to the tools they need.
Specific tasks on each project will include authoring functional requirements for Business Operations teams, developing project plans, budgets and schedules, managing tasks and teams on the project's critical path, identifying and resolving issues, and managing the overall success of the defined project. It is essential to understand the scope and effect of all changes that a project may encompass by soliciting input and collaboration amongst interdepartmental teams.
WHAT YOU WILL BE DOING
Responsible for scope control with stakeholders, task execution with the development team and relevant upward communication to managers and senior stakeholders
Primarily works within the Field support organization and across other sub-organizations as necessary.
Helps define process improvements and feedback for the project, including any strategies required for timely execution
Gather necessary assets required for development of each project, including but not limited to: functional specifications, hardware and software specifications, project tool workflow entries, and any additional technical documentation required
Provide necessary feedback to project stakeholders, including specification feedback, issue escalation to managers or scope changes/clarifications to project resources
Update relevant project information in real time
Work across all departments to deliver projects that align to the organization's strategic vision
Manage risks and issues and take corrective measurements
Resolve cross-project issues and strategic issues with senior stakeholders
Guard the viability of the vision and the business case
Maintaining strategic alignment between the project and the organization
Ability to find innovative ways to resolve problems.
Lead the project to its successful completion.
WHAT YOU NEED TO KNOW
Bachelor's Degree or equivalent degree desired
Strong experience in Salesforce, certification preferred
Project Management Professional (PMP) Certification preferred
Demonstrated technical project management and analytical skills
Successful track record in working with business and technology teams to define, develop, test and launch new products
Innate capability to create order out of chaos
Proven problem-solving skills
Demonstrated ability to think outside the box and generate creative solutions
Must be able to have topic related discussions with each of the groups you work with, understanding the results of those conversations
Excellent verbal and written communication skills with exceptional attention to details
Flexibility that allows effective teamwork with people at all levels of the organization
Proven ability to communicate effectively with both businesspeople and software engineers
Ability to negotiate for competing resources and to generate consensus among multiple priorities
Can work independently while working collaboratively
Desire to work in a fast-paced, multi-tasking, fluid environment with ever-changing priorities
Interest in staying involved with fast-changing Internet technologies and tools
Demonstrated desire to identify and pursue alternatives to meet goals
Must be resourceful and able to negotiate your needs from the company
Experience with Event Management and Field Operations a must.
Experience with network operations and administration is desirable
Experience with web technologies is preferred
Ability to multi-task and prioritize deadlines is a must
YOU (BEHAVIOURAL SKILLS)
Excellent leadership traits that promote a highly functioning team environment based on trust, respect and cross-organization collaboration
Strong aptitude to motivate, mentor, and lead company and client staff in a team driven environment
Excellent interpersonal and communication skills - ability to influence
Candidate must be detail oriented, organized, and able to work in an agile environment
NOTE: - Being fully vaccinated against COVID-19 and/or providing proof of a negative COVID test at least every 48 hours will be required for this position to work in an office or venue.-
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 EMPLOYMENT OPPORTUNITY
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.
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, 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 PRACTICESThe 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.
About Us
Recognized three years in a row by Great Place to WorkR and named one of People Magazine's top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones' music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.
