Job Summary:

JOB DESCRIPTION – AREA MANAGER, FIELD OPERATIONS

Location: Melbourne, Australia

Division: Support & Operations

Line Manager: Regional Area Manager

Contract Terms: Permanent, 38 hours per week

THE TEAM

We’re fans who help fans everywhere access the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite 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 pretty 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 you on our team.

THE JOB

This role is responsible for managing all client support functions within their designated area/region, along with working in tandem with other various Ticketmaster departments to ensure high market satisfaction for internal and external clients. It’s expected this role ensures client satisfaction is a top priority through standardized communications, practices, and process/protocols. In addition, this role will provide direct leadership to the region under their responsibility, while working collaboratively with other Area Managers, central teams, Australian Sales department, and so forth. This ensures client satisfaction through standardization of communication, practices and processes.

WHAT YOU WILL BE DOING

Client Services

• Provide leadership and corporate client support vision to their respective geographic area

• Ensure corporate OKRs are successfully communicated, tracked, and met at all levels of the area teams

• Develop a knowledge base of client business, organization, and objectives to ensure high client satisfaction

• Cultivate successful interdepartmental relationships ensuring growth of area

• Communicate company initiatives including product updates, new features, and functionality to full Area team

• Always build and cultivate excellent client relationships be ensuring clarity and sharing best practices

People Management

• Evaluate and manage employee efficiencies and performance

• Provide ongoing coaching, mentoring and leadership to the Area team, including the completion of annual performance reviews

• Monitor service levels and provide ongoing feedback to hit established targets

• Continuously optimize client account team assignments, based on performance

• Participate in area budget and staff management (Area time off in lieu and Travel & Entertainment budgets)

Product and System Support

• Remain current with software and new features and how they impact clients

• Able to provide support and best practices to the client for all TM products

• Organize and monitor product and new feature rollouts to regional client base

You are to also adhere to quality management, safety and environment company policies.

Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties and responsibilities as needed.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Bachelor’s Degree is preferred in a relevant/equivalent field

• Minimum of 5 years’ experience with the Ticketmaster System

• Experience in fast-paced, high-volume environment that is service-oriented

• Proven ability in a leadership capacity, with experience leading/influencing teams

• Advanced knowledge of TM products and applications such as Archtics, Host, TM1, etc.

• Exceptional verbal and written communication and organizational skills, along with advanced presentation skills

• Proficient knowledge of Microsoft Office Suite products and Salesforce

• Demonstrated ability to troubleshoot, and have a solutions-oriented mindset

• Strong project management skills with the ability to adapt and be flexible, as needed

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)

• Business Acumen – You understand and can apply general business concepts, using previous experiences and external networks to inform current approach and predict future challenges.

• **People Management –**Demonstrated ability to select, manage, and lead a team in a growth oriented, fast-paced and changing environment, while leading by an example and effectively working with and through others.

• Problem Solving and Innovation – Gathering appropriate perspective and insights and seeking win-win solutions by remaining open to alternative approaches and being proactive in generating new ideas. Ability to maintain a balanced perspective and see all sides of an issue and manage problems in a timely and effective manner. A free and independent thinker, open to new ideas and concepts.

• Organizational Skills – Manages competing priorities of several teams/departments/locations. Tasks and project management orientation (with the ability to hold others accountable).

• Winning Teamwork – Collaborating with others in a respectful manner and openly sharing information among the team to assist in achieving Ticketmaster goals and objectives. Taking the time to empathize and understand where others are coming from, along with showing recognition and appreciation for the contribution of others.

LIFE AT TICKETMASTER

We are proud to be 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 successful deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture drive 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 standard 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 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 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 genders, race, sexual orientation, religion, age, disability status, or caring responsibilities.

#TMAU