Elevate Tickets is a rapidly growing company that focuses on technical solutions for the music festival industry. We understand destination festivals, the culture and its needs. And with thousands of hours at nearly 200 of the biggest festivals across the country, weve pioneered advanced ticketing and RFID platforms that enhance the festival experience, empower fans and pave the way for a future of unforgettable events. Elevate Tickets solutions bridge technology and reality for a seamless encounter with epic festivals.
Director of Client Operations is responsible for the management, success, and day to day activities of the shared service and support functions within the Client Services department. Areas of direct responsibility include ticket purchase support (customer service), order fulfillment, client technical support, workflows, processes, internal systems, and compliance. The position will deliver exemplary customer and client satisfaction, provide detailed expertise and training to staff, and consistently improve efficiency and compliance.
Provide direction and oversight to departmental managers/supervisors in complex or difficult situations, removing obstacles, assigning appropriate resources and interacting with other functions to assist with issue resolution and streamlining of work process.
Lead optimization and improvement initiatives across core processes within Client Services to achieve maximize efficiency and accuracy while simultaneously improving the team and client experience.
Develop and report clear, objective metrics and key performance indicators that communicate and define the success and goals of specific programs and the department as a whole.
Management and accountability for departmental budget and resource utilization.
Proactively implement and manage solutions that adhere to SOC1, SOC2, and PCI standards.
Partner and collaborate across the organization to highlight opportunities for process or technology improvements, and to prioritize high value opportunities for organizational improvement.
Responsible for selecting and managing core systems and applications that enable service delivery such as call center solutions, internal ticket tracking, project management, and communication tools
A minimum education level of BA/BS Degree (4-year) in Business or related area
A minimum of 7 years of related work experience
Management experience in multi-function service orientated organization
Expertise in and proven application success with well-known process optimization frameworks.
Expertise in and proven audit success in managing organizational compliance relating to SOC1, SOC2, and PCI.
Extensive experience with and demonstrated success utilizing work order / process management solutions.
Demonstrate previous operational excellence, solving problems creatively, implementing complex work flows and processes, and developing strong, capable, and cohesive team structures.
Strong aptitude for technology and solving hard problems.
Superior leadership skills with proven success in building and managing cross functional teams comprised of varied personalities, skill sets, and capabilities.
Ability remain calm, patience, and detail orientated in high pressure situations.
Excellent communication skills both written and verbal as well as ability to develop effective, tailored communications to specific audiences.
Ability and desire to develop a deep, detailed understanding of complex systems, and interact with these systems to solve problems, create solutions, and deliver team and stakeholder value.
Strong sense of customer and client service, proven success in delivery world-class service.
Preferred experience in call center operations, fulfillment operations, help desk operations, live entertainment, ticketing, and/or software company