Client Operations Manager

Job Summary:

CLIENT OPERATIONS MANAGER

Location: Austin, TX

Division: Ticketmaster (Front Gate Tickets)

Line Manager: Manager of Client Operations

Contract Terms: Permanent, Full-Time, 40 hours per week, potential for nights and weekend and up to 20% travel

THE TEAM

Front Gate Tickets is North America’s leading software and operations provider for the festival market, granting 4.5M fans access to once-in-a-lifetime experiences on an annual basis. We provide technical solutions for e-commerce ticketing, access control, data management, and fan engagement. We partner and run on-site operations for over 150 festivals each year and are on a massive growth trajectory matched by no one in the industry. We do it for the fans!

Front Gate Tickets is owned by Live Nation Entertainment and acts as Ticketmaster’s festival arm. We are headquartered in Austin, TX, but have a mix of local and remote employees on the team and throughout the organization.

THE JOB

The Client Operations Manager is responsible for managing all client relationships. The COM will primarily act as an advisor and consultant to their clients, working in tandem with all executives, departments, and stakeholders to meet and exceed client expectations. The role works with multiple departments and team leadership to ensure standardization of communication and support for our clients.

WHAT YOU WILL BE DOING

• Act as primary advisor and consultant for client’s ticketing and event needs, providing expertise in all aspects of the client relationship.
• Build and cultivate excellent client relationships by monitoring client support service levels, ensuring they are met and exceeded when possible, and ensuring clients are aware of all system help functions and other self-service tools.
• Convey product updates, new features and functionality to client base.
• Conduct regular client meetings to review best practices, check in on project timelines, make recommendations and gather feedback.
• Direct and implement best practices for all FGT product and system installations, upgrades and maintenance at client sites.
• Manage problem resolution, including, but not limited to, researching complaints; troubleshooting software, hardware and event issues; resolving issues with Customer Service; and providing specific issue details to expedite problem resolution.
• Conduct quality control processes to ensure the accuracy of event details in the ticketing system.
• Execute and complete other duties as assigned.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 3+ years’ experience in enterprise software industry is highly desirable.
• Experience with the ticketing industry highly desirable.
• H.S. diploma or equivalent, Bachelor’s degree preferred.
• Computer savvy and proficient with Microsoft Office suite.
• Confidence in communication, to include written, listening, and presentation of data to clients, colleagues and Supervisor.
• Strong organizational skills and attention to detail.
• Strong customer relationship skills and customer focus.
• Strong leadership skills, experience in team leadership is helpful.
• Strong project management skills, project management experience is helpful.
• Good people skills to build trusted relationships with professionals on all levels.
• Certain degree of creativity, latitude and problem solving is needed.
• A passion for the live entertainment industry and the public who experience it.
• Ability to learn new technology.
• Ability to successfully handle multiple projects simultaneously, as well as handle pressure and challenging situations.
• Ability to travel up to 25% of the time, and work flexible hours, including evenings and weekends for extended periods of time.

BENEFITS & PERKS

Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:

• HEALTH: 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).
• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days.
• WEALTH: 401(k) program with company match, stock reimbursement program.
• FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support.
• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment.
• OTHERS: Volunteer time off, crowdfunding match.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our mission at Ticketmaster is to connect people around the world to the live events they love. 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 centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

We do it all with an intense passion for Live and an inspiring and diverse culture driven 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 - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork - While we celebrate individual achievements, we know have more success as a team.

Integrity - We are committed to the highest moral and ethical standards 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 EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.