Director Operations, Central Europe Region

Job Description

jOB DESCRIPTION – Director operations, central europe region

Location: Germany/Austria/Poland/Czech Republic/Switzerland

Division: Global Support & Operations

Line Manager: SVP Support & Operations, EMEA

Contract Terms: Permanent, Fixed Term, 40 hours per week

THE TEAM

Global Support & Operations Organization has the mission to build a global support & operations center 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.

EMEA Support & Operations team, a vertical of this organization, is accountable for supporting clients in markets located under the EMEA Region (Europe, Middle East and Africa) and providing the ticketing service to the full life-cycle of their events (from onsale to entry).
Out clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients' needs. We then apply our own ticketing technology to help our clients innovate in their offering and ticketing strategies.

THE JOB

In this role as Director Operations, Central Europe Region you will be accountable for the client and event operations, support and services, from onsale to entry, for the client roaster under the following Markets: Germany, Austria, Switzerland, Poland and Czech Republic. This is a senior role within the Central Europe Region that will support both the EMEA Support & Operations Organization and the Regional Leadership team in the development and delivery of the business strategy.

You are expected to be an experienced, lean-minded and results driven leader that will be responsible for defining strategy and providing direction to your teams to deliver outstanding client support across the 5 markets. This includes being accountable for client satisfaction, service level and quality standards, continuously driving service cost-efficiencies, and improved employee performance and engagement.

You will work closely and communicate continuously with the SVP Support & Operations EMEA, wider EMEA Support & Operations team, the Regional VP and Regional Leadership team for Central Europe in implementing the Global Support & Operations vision and strategy, adapting it to the nuances of the Central Europe Region, whilst at the same time servicing local market and client needs as a key priority.

As the Director within Operations, the role is charged with strengthening Ticketmaster's client relations and satisfaction. You will demonstrate outstanding leadership skills and the ability to combine market day-to-day operations management experience with business and operational improvement strategy, nurturing a culture of innovation and excellence throughout the operations workforce. This is a hands-on role that will require a mix of strategic thinking, operational and business acumen, and client facing experience.

WHAT YOU WILL BE DOING
• Lead and manage an aligned regional team of client support, event programming, event delivery and product operations experts.
• Develop the regional support & operations organization that will align with the Global Operations principles and definitions, to unlock cross-market operations synergies and consistently improve the service we provide to all our clients across the Markets.
• Develop a lean mentality and service excellence culture across direct reports and wider regional operations teams to facilitate continuous uplift of our service and operations, ensuring local client needs are met.
• Own the operations budget for the region that will capture all OPEX, CAPEX and Salary costs needed for the correct delivery of operations.
• Define and develop the right strategies regionally to meet the regional and wider company OKRs.
• Accountable for service levels and quality KPIs for this Region, and research client challenges about these.
• Partner with other Regional Directors of Operations and EMEA Support & Operations leads in facilitating performance improvement strategies and cost efficiency initiatives, including enabling workshare opportunities.
• Build and cultivate excellent client and interdepartmental relationships.
• Oversee support and efforts in increasing product adoption by clients
• Remain current with ticketing products, applications and features and understand how these impact clients.
• Provide guidance and mentorship to direct reports and team members, to promote good performance, rigor and professional growth.
• Ensure and promote teamwork in compliance with company values, policies and procedures.
• Strive to obtain highest scores in employee engagement across the regional operations team.
• Actively communicate on strategy, priorities, progress and challenges both to the Regional Operations team and the Global Support & Operations organization, through multiple stablished channels
• In cooperation with HR, assist in employee recruitment, performance reviews, promotion and retention, and termination activities, as well as overseeing skillset gaps and facilitate training and development programs.
• Partner with other Ticketmaster Functional leaders (Sales, Fan Support, Finance, HR, Marketing, Legal, etc.) to enhance co-operation and best-practice sharing, to implement cross-company strategies that contribute to the success and growth of the business.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

You will be required to demonstrate a high level of business acumen together with a strong track record of experience in leading operational and client service teams in a similar business context as live entertainment and ticketing industry.
• Strong written and verbal communication skills - must be fluent in English and in at least one of the Local languages within the Region.
• Proven experience in building and maintaining strong stakeholder relationships and ability to provide leadership in difficult business situations (i.e. operational disruptions or major issues, system failures, etc.)
• Excellent problem-solving skills with good eye to spot root cause and define sound strategy to fix.
• Lean Mentality – continuously looking to reduce waste in process and driving an uplifting service culture across your team
• Innovative and flexible approach – thrive to find solutions outside the box and balance quick/workaround options with permanent solutions
• Highly analytical, with the ability to summarize great amount of information to drive precise conclusions, and with experience defining operations performance and success metrics and KPIs

DESIRED EXPERIENCE
• Proven success and experience delivering excellent leadership across a wide multi-cultural International team.
• Experience in ticketing, live entertainment, promoting, e-business or SaaS industries preferred.
• Understanding of the life cycle of events and operations processes and services: Event build, event maintenance, client support, access control, etc. is a bonus.
• Experience in developing strategies to uplift the service to clients, maximizing client satisfaction, increasing loyalty and optimizing available resources.

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:


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Jobcode: Reference SBJ-gp9pb0-3-16-51-221-42 in your application.