Service Improvement Manager

Job Description

THE TEAM

We support and guide fans by delivering exceptional service because live only happens once.

THE JOB

Reporting to the Director, Service Improvement & Delivery, this role will be responsible for working with multiple areas within the company to deliver operational process improvements that impacts business efficiencies and the fan journey.

The position will cover global FX markets and time zones, reviewing policies and procedures that cause issue, identifying opportunity for improvement in effectiveness, cost and value. In addition, the person in this position will work closely with the Global FX Ops teams to standardize processes globally.

The successful candidate will embrace the Customer Experience Strategy to deliver the change process throughout Fan Experience by ensuring full engagement in the new customer focused principles.

Ticketmaster, part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, e-commerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

WHAT YOU WILL BE DOING
• Collaborates with Global FX Operations teams on a regular basis to understand pain points in the fan journey and in our internal processes and products.
• Via Continuous Improvement processes, identify where change is needed and work with applicable departments to implement change.
• Analyze and report on improvement measures.
• Work closely with your peers, offering support and guidance when required.
• Clearly defining project objectives, timelines, and delivery control.
• Monitors service trends within the industry and introduces initiatives
• Be proactive, identify problems and propose innovative solutions to continuously improve the customer and client experience, including the internal service, putting solutions into practice.
• Implementing communication strategies to ensure awareness and adoption of process changes.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting.
• Anticipate and purposefully remove obstacles that slow down or prevent the team from delivering on objectives.
• Provide weekly updates to the Director, Service Improvement and Delivery.
• Other duties assigned to ensure optimal business efficiency.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• A thorough knowledge of Contact Center processes, practices and tools.
• Strong leadership and communications skills.
• Continuous Improvement experience.
• Conducts thorough searches for information when reviewing procedures or problems.
• Strong analytical skills
• Excellent time management skills and a high level of accuracy.
• Self-motivated.
• Intermediate level knowledge of the Microsoft Office Suite.

YOU (BEHAVIORAL SKILLS)
• Strong written and oral communication skills.
• Organizes time effectively and plans for future needs.
• Strong organizational skills in order to work on multiple initiatives simultaneously.
• Ability to interact, work with and present to all levels of the FX team.
• Has an inquisitive mind and proactive nature, will think innovatively, creatively and challenge existing processes when reviewing procedures or approaching problems.
• Responds with flexibility, positivity and resilience when faced with multiple demands, shifting priorities, ambiguity or rapid change.
• Demonstrates ethical behaviors and adapts own behavior to take account of others' expectations.
• Able to build, maintain and manage effective working relationships with key stakeholders.
• Asks appropriate questions to ensure understanding, in order to generate new ideas and innovative solutions.
• Displays ability to learn, change, and innovate. Promotes a positive and friendly culture and demonstrates ethical behavior.

CULTURE

We have a 'Fan First' mind set, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session, our own way of welcoming you to Team Ticketmaster.

Ticketmaster is the world's largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centres and theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV.

Ticketmaster operates in over 30 countries across North America, South America, Europe and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was established in Phoenix, Arizona in 1976.

Jobcode: Reference SBJ-rvxy2j-3-143-237-203-42 in your application.