Senior Manager, BPO Operations – Fan Support
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Manager responsible for managing BPO operations supporting Fan Support at Ticketmaster. Ensures operational excellence and drives performance metrics across outsourced partners.
Responsibilities:
- Own day-to-day operational performance management of assigned BPO vendor(s) supporting Fan Support.
- Establish and maintain vendor governance rhythms (WBRs, MBRs, QBRs, action plans, scorecards).
- Monitor and drive performance across key KPIs including CSAT, Quality, Productivity, AHT, FCR, adherence, backlog, and escalations.
- Identify systemic performance gaps, lead root-cause analysis, and drive corrective action plans with measurable outcomes.
- Lead strategic performance reviews with vendor leadership, identifying opportunities for sustained operational improvement.
- Provide data-driven recommendations to senior leadership regarding vendor performance trends, risks, and improvement opportunities.
- Partner with internal vendor management and workforce teams to support operational performance against agreed service expectations.
- Partner with Workforce Management to validate vendor staffing plans, schedules, and volume readiness for peaks and major onsales.
- Ensure operational readiness for new product launches, policy updates, tool rollouts, and high-volume events.
- Monitor real-time execution and ensure vendor responsiveness to volume fluctuations and incident response needs.
- Manage escalations and partner with vendor leadership to resolve complex fan and operational issues.
- Lead cross-functional initiatives focused on improving operational efficiency, scalability, and customer experience outcomes.
- Serve as an escalation point for critical operational issues and drive resolution through collaboration with vendor and internal leadership teams.
- Partner with Quality teams to ensure vendor QA programs meet Ticketmaster standards and calibration alignment.
- Partner with Training and Knowledge teams to ensure vendor onboarding, certification, and ongoing readiness.
- Drive initiatives to reduce repeat contact drivers and improve overall fan experience outcomes.
- Ensure vendor SOPs and workflows are current, compliant, and consistently executed.
- Champion best practice sharing across vendor partners to drive consistency and operational excellence.
- Identify and lead continuous improvement initiatives that improve fan satisfaction, operational performance, and support efficiency.
- Build strong partnerships with internal cross-functional teams including Product, Workforce, Quality, Training, and Support Operations.
- Deliver clear performance reporting highlighting trends, risks, and improvement plans.
- Present operational performance updates and business insights to Fan Support leadership.
- Proactively escalate operational risks and CX impacts with data-backed recommendations.
- Partner with peers and leaders across the organization to support strategic initiatives impacting Fan Support operations.
- Ensure consistency and accuracy in operational performance reporting.
Requirements:
- 5+ years of contact center leadership experience, with direct BPO/vendor management experience strongly preferred.
- Proven ability to drive vendor performance through governance, accountability, and influence.
- Experience leading operational improvement initiatives and cross-functional projects.
- Strong analytical skills with experience interpreting KPIs, operational dashboards, and performance trends.
- Demonstrated ability to influence stakeholders and drive results in a matrixed environment.
- Excellent communication, presentation, and stakeholder management skills.
- Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint) and comfort working across CRM, QA, and workforce tools.
- Experience operating in multi-vendor, matrixed environments is a plus.
- Strong relationship-building, coaching, and problem-solving skills.
Benefits:
- Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
- Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
- 401(k) program with company match, stock reimbursement program
- New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
- Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
- Volunteer time off, crowdfunding match
Similar Jobs
Health Information Operations Coordinator
Health Information Operations Coordinator in remote role managing Emergency Department records and ensuring accurate coding and billing. Building relationships with providers and maintaining data integrity across charts and logs.
Lead Local Operations Manager – Solid Tumor Oncology
Lead Local Operations Manager for clinical trials in oncology at Johnson & Johnson. Responsible for site performance and operational strategy across the US.
Lead Local Operations Manager – Solid Tumor Oncology
Lead Local Operations Manager responsible for US site performance in oncology clinical trials. Manage local operations and ensure alignment with global trial objectives in remote capacity.
IT Operations Consultant
IT Operations Consultant at Conduent managing platform operations and technical projects for clients. Collaborating across departments for builds and troubleshooting while ensuring service improvements.
Kooperationspartner*in, Gesundheitsbereich
BetterLifeBalance seeks health partners to offer more value to clients while ensuring financial security. Engage in a flexible structure for work-life balance and personal development.
Lead Administration and Operations Assistant
Lead Administration & Operations Assistant coordinating day-to-day operations and client relations in an educational context. Responsible for administrative tasks and smooth project delivery in a supportive team.
Field Operations Manager
Field Operations Manager overseeing Small Unmanned Aircraft, Tactical Missile Systems, and Unmanned Ground Vehicle operations. Planning and conducting training, demonstrations, and customer service site visits worldwide.
Service Operations Manager
Service Operations Manager leading the delivery of remote services and managing operational KPIs. Focused on technical support in MR systems, ensuring high customer satisfaction and team development.
IT Operations Administrator
IT Operations Administrator responsible for supporting IT operations for a fully remote workforce. Collaborating with department heads to ensure technical needs are met effectively across the organization.
Regional Vice President – Charter Operations
Regional Vice President responsible for charter school operations across multiple states. Overseeing performance, compliance, and student outcomes at Acceleration Academies.
Regional Director – Franchise Operations
Franchise Regional Director providing strategic leadership for multiple locations at Comfort Keepers. Ensuring operational excellence and driving revenue growth across company-owned locations.
Manager, EPMO Operations
Manager, EPMO Operations at Navitus leading project teams for enterprise projects. Establishing operational standards for effective delivery and continuous improvement.
Associate Director, Technical Operations – CMC Strategy
Associate Director leading CMC strategy for small molecule drug development at biopharmaceutical company. Collaborating with cross-functional teams to ensure alignment and timely drug supply.
Manager, Operational Excellence
Manager of Operational Excellence enhancing healthcare operations and leveraging analytics for process improvements. Leading initiatives to improve patient care quality and operational efficiencies.
Vice President – Operations
VP of Operations leading manufacturing excellence for Integer's diverse product categories. Focused on quality, on-time delivery, and operational efficiency across facilities.
Operations Lead
Operations Lead overseeing logistics operations in Poland for CHEP. Ensuring compliance, efficiency, and continuous improvement in third-party service center operations.
Talent Operations Manager
Talent Operations Manager at Springboard leading end-to-end operations for course talent in various programs. Responsible for onboarding, training, and consistent performance management across the team.
Learning Operations Supervisor
Supervisor leading learning operations for Johnson & Johnson's Innovative Medicine across multiple locations. Overseeing day-to-day execution of training programs and managing a team of facilitators.
Senior Operations Specialist
Senior Operations Specialist supporting the President and CEO at Big Brothers Big Sisters of America. Managing executive office tasks and providing administrative support collaboratively.
Director of Operations
Director of Operations overseeing all operations for a fragrance manufacturing and e-commerce company. Responsible for leading teams, improving efficiency, and driving sustainable growth.