Operations Manager Poland

Job Summary:

jOB DESCRIPTION – OPERATIONS MANAGER POLAND

Location:                              Warsaw, Poland

Division:                                Global Support & Operations

Line Manager:                      Director of Operations, Central Europe

Contract Terms:                   Permanent

THE TEAM

Global Client 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.

Central Europe Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in Austria, Germany, Czech Republic, Poland and Switzerland markets.

Our 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 continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

In this role as the Operations Manager, you will report into the Central Europe Support & Operations Organization with a dotted line to the Managing Director or Ticketmaster Poland. This is a senior role within Ticketmaster’s Support & Operations Organization supporting Regional and Global Leadership teams in developing and delivering the Operational Model and Strategy at the Market (Poland) local level.

You are expected to be an ambitious, results driven leader that will be responsible for providing leadership for employees and delivering outstanding client support to the client roaster in Poland. This includes accountability for client satisfaction, meeting agreed upon service level standards, driving efficiencies, and improved employee performance as it relates to the Polish Market.

You will work closely with the Central Europe Regional Support & Operations leadership team in facilitating performance improvement and cost efficiency initiatives in your Market, whilst at the same time servicing local market and client needs as a key priority. You will also be required to collaborate and partner with other Market Operations Directors to ensure standardization of practices and procedures.

As a Manager within Operations the role is charged with strengthening Ticketmaster’s client relations and satisfaction through best-in-class support and service. This involves close partnership with other functional verticals in the Market: Client Development, Marketing, Fan Experience, Finance, etc.

You will demonstrate outstanding leadership skills and team management experience. You will manage the local Client Support and Event Programming teams that serve and support our local clients every day in their ticketing operations. This is a hands-on role, that will require a mix of strategic thinking, operational acumen, client facing expertise and team activator.

WHAT YOU WILL BE DOING

LOCAL OPERATIONS TEAM LEADERSHIP

• Lead and manage the local market team of Client Support and Event Programming specialists.
• Build, develop and uplift Client Support and Event Programming local organization and roles in alignment with the Global Support & Operations principles, definitions, and guidelines.
• Build and cultivate excellent client and cross-vertical relationships.
• Facilitate employee development through continuous education, training and communication routines.
• Ensure teamwork in compliance with company policies and procedures
• Provide direct report to the team and ensure performance, discipline and attendance on a regular basis.
• In cooperation with HR assist in employee recruitment processes, performance evaluations, retention and termination activities, as well as identifying opportunities to train, develop and promote the team
• Work with other functional verticals local leaders to promote best practices and implement cross-functional strategies sponsored by the Managing Director and/or the Global Operations Strategy.
• Be an ambassador of a culture of innovation and service excellence throughout the organization
• Regular communications on strategy, initiatives, projects and operational performance KPIs
• Own local market operations KPIs and OKRs
• Own local operations strategic plan and budget
• Manage local vendors relationships

CLIENT SUPPORT

• Owner and accountable for client support and service quality across the local market
• Oversee support provided to the local clients for all Ticketmaster ticketing system in use in the Market
• Develop and coach client support specialists in maturing the support levels and quality to the Market’s top tier clients
• Identify areas of improvement and concern, and accordingly develop action plans 
• Directly responsible for providing client support to key strategic clients
• Provide onsite event support and after-hours office support as needed

EVENT PROGRAMMING

• Ensure global/international event programming best practices are implemented and followed consistently
• Facilitate training and development of Event Programming Specialists
• Ensure EP load balance at the Market level and work with the Regional Operations leadership to facilitate cross-market load balancing opportunities
• Track and manage event programming discrepancies, always from a continuous improvement angle
• Develop procedures to improve how the local team supports clients that program their own events using our ticketing products
• Accountable for the Event Onsale Schedule and Event Maturing Calendar at local Market level

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

You will be required to demonstrate a high level of business acumen together with a strong knowledge of the ticketing and live entertainment industry

• Experience providing excellent leadership to develop high-performing teams
• Strong written and verbal communication skills
• Must be fluent in the local language (Polish) and in English
• Proven track record of building and maintaining strong relationships with internal and external stakeholders
• Experience in ticketing, live events, promoting, e-business and entertainment industries preferred
• Service Excellence oriented, not accepting the status quo, and working with a sense of urgency to deliver results
• Innovative and flexible approach – thrive to find solutions outside the box
• Strong problem solver
• Ability to draw a multi-year strategy to develop the service levels and quality standards while building a cost-effective organization

YOU (BEHAVIOURAL REQUIREMENTS)

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

• Carefully weights the impact of a broad range of related issues or factors
• Makes high quality decisions in a timely manner, considering both the immediate and long-term consequences
• Asks appropriate questions to ensure understanding, to generate new ideas or innovative solutions
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change
• Organizes time effectively and plans for future needs, maximizing the use of available resources
• Clearly conveys goals and expectations to others; steps forward to confront difficult issues
• Paves the way of change, diminishes fear and persuades others to let go of resistance
• Demonstrates ethical behaviors
• Relationship Management & Collaboration – building and fostering strong trust-based relationships with clients and internal partners across the organization.
• Ability to network

TICKETMASTER VALUES

Rock Solid Reliability – I earn the trust of clients, co-workers, and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others

Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely

EQUAL OPPORTUNITIES

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 home life.  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.

CULTURE

We’re fans who help fans everywhere get into the live events they love.  A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s amazing. If you’re passionate about the magic of 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.

We have a ‘Fan First’ mindset, 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.