Ticketmaster

• Lead and mentor a team of experienced Fraud Analysts specializing in payments, fraud prevention, and risk management • Partner with leadership teams to develop strategic plans related to fraud prevention and chargeback reduction • Collaborate with product, engineering, and external partners to design scalable fraud prevention solutions while supporting successful payment processing • Drive advanced analytics initiatives by transforming large and complex datasets into actionable insights for senior leadership • Manage and optimize fraud detection tools, decision engines, and rule strategies through ongoing performance analysis • Evaluate emerging fraud technologies, vendors, and business opportunities using quantitative and operational analysis • Monitor industry fraud trends and recommend proactive mitigation strategies • Support cross-functional initiatives and provide analytical insights that influence key business decisions • Deliver executive-level reporting and presentations, including weekly metrics, monthly business reviews, and strategic planning updates • Develop and coach junior team members to support organizational growth and capability building

• Lead go-to-market strategy and execution for distribution API and e-Commerce launches, new integrations, and feature releases. • Define positioning, messaging, and value propositions for our API and marketplace distribution products, translating technical capabilities into partner and fan benefits. • Own high-impact partner-facing content: pitch decks, one-sheets, integration narratives, developer-facing summaries, and release communications. • Drive global alignment on distribution messaging across regions so it scales consistently. • Build and run release communication frameworks that keep partners current on API and marketplace updates, versioning, and new capabilities. • Partner with Product to shape the distribution roadmap based on partner needs and market dynamics. • Collaborate with Sales and Partnerships to support partner onboarding, adoption, and external storytelling. • Maintain content systems and repositories so partner materials stay accurate, accessible, and version-controlled. • Synthesize market research, competitive intelligence, and performance data to inform marketplace strategy.

• Build AI-powered tools and automated workflows that replace recurring manual analytical work to help the team deliver insights faster and at greater scale • Contribute to and expand upon the team’s data pipelines using Python and SQL to ingest and transform raw pricing, inventory, sales, and demand data into curated views • Develop scalable analytical frameworks that turn ad-hoc analyses into templated notebooks, processes, and dashboards that can be applied consistently across clients • Partner with Consulting and Managed Pricing teams to develop a deep understanding of client data to identify trends and opportunities for improvement • Prototype emerging AI technologies and capabilities -- including LLMs, prompt-driven pipelines, and agentic workflows -- to keep the team’s toolkit at the forefront of what is possible • Build predictive models for sell-through and yield management optimization, using both traditional statistical methods and machine learning techniques • Use business intelligence tools to communicate insights through dashboards and reports to internal stakeholders when appropriate • Collaborate with internal stakeholders and external clients to define project scope, develop hypotheses, execute analyses, and present results

Role Description We are looking for a Senior Developer who combines strong engineering judgment with curiosity, autonomy, and practical execution. This person will help design, build, debug, modernize, and operate production-grade systems across frontend, backend, and infrastructure boundaries. This role is well suited to a senior engineer who is comfortable working through ambiguity, breaking down complex problems, and making pragmatic technical decisions. You will be expected to use AI-assisted and agentic coding workflows as part of your day-to-day engineering practice, while remaining accountable for architecture, code quality, correctness, security, maintainability, and production outcomes. What You Will Be Doing - Design, build, and evolve maintainable software systems that balance product needs, technical quality, operational reliability, and long-term flexibility. - Use AI-assisted and agentic coding tools to accelerate discovery, implementation, testing, debugging, and documentation while applying strong engineering judgment to all outputs. - Decompose ambiguous product and technical problems into clear options, trade-offs, and implementation paths. - Modernize existing systems incrementally, reducing technical debt while preserving reliability and business continuity. - Write clean, production-grade code that is readable, testable, and maintainable by other engineers. - Debug complex issues across application, infrastructure, and operational layers, identifying root causes and durable fixes. - Collaborate across frontend, backend, infrastructure, product, design, and operations to deliver thoughtful end-to-end solutions. - Bring strong product and UX instincts to technical decisions, helping ensure the software is useful, understandable, and effective for users. - Improve system reliability, observability, deployment quality, and operational readiness in production environments. - Lead technical discussions with clarity, explaining architectural choices and trade-offs in simple, practical language. - Contribute to code reviews, design reviews, and engineering practices that improve team effectiveness. - Take ownership beyond assigned tasks by identifying risks, improving workflows, and helping the team make better technical decisions. - Make pragmatic decisions under uncertainty, avoiding both unnecessary complexity and short-term fixes that create avoidable future costs. Qualifications - Strong experience using AI-assisted and agentic coding workflows in real engineering work. - Strong architectural and systems design judgment, including the ability to reason about trade-offs, boundaries, scalability, and maintainability. - Excellent debugging, problem decomposition, and root-cause analysis skills. - Experience evolving, refactoring, or modernizing existing systems. - Ability to write clean, maintainable, production-grade code. - Strong product and UX instincts, with the ability to connect technical decisions to user outcomes. - Operational awareness in production environments, including reliability, observability, deployment, incident response, or performance considerations. - Comfort working across frontend, backend, and infrastructure boundaries. - High ownership, autonomy, and follow-through in ambiguous environments. - Ability to communicate technical decisions clearly to engineering and non-engineering partners. Technical Experience - Experience with some combination of: - React or other modern frontend systems. - Rust, Go, TypeScript, or comparable strongly engineered backend ecosystems. - AWS or comparable cloud infrastructure. - CI/CD, deployment automation, observability, and operational tooling. - Distributed systems, APIs, data flows, or platform modernization work. Preferred Qualifications - Experience improving developer workflows, engineering standards, or team delivery practices. - Experience mentoring other engineers through code reviews, design discussions, or technical coaching. - Experience working in product-minded engineering teams where quality, usability, and reliability all matter. - Experience modernizing legacy systems through incremental, low-risk changes. - Familiarity with secure coding practices, performance tuning, and production incident learning. You (Behavioural Skills) - You are naturally curious and enjoy understanding how systems work. - You like simplifying complex problems, finding the practical path forward, and making technology easier for teams and users to work with. - You are pragmatic rather than dogmatic. - You care about clean architecture and maintainable code, but you also understand delivery trade-offs and know when to make incremental progress. - You are comfortable with ambiguity, take ownership beyond your immediate tasks, and can explain your technical decisions clearly. - You actively use AI-assisted and agentic coding tools to move faster, but you do not outsource your judgment. - You review, test, challenge, and improve AI-generated work with the same standards you would apply to any production system.

• Help define the operational delivery of assigned national and international tours across the EMEA region. • Gather operational requirements from TM Music, local markets and internal stakeholders. • Produce, review and distribute comprehensive tour specifications. • Coordinate project timelines, milestones and operational readiness across multiple teams. • Act as the primary operational contact for assigned tours throughout their lifecycle. • Ensure operational consistency across multiple countries, platforms and sales channels. • Maintain project documentation, reporting and stakeholder communications. • Support post-onsale operational reviews and continuous improvement initiatives. • Support high-profile onsales across EMEA. • Monitor event performance during critical onsales and assist with issue identification, triage and escalation. • Support Marketplace operational tools including Smart Queue, Password Server, Offering configuration and related Marketplace services. • Assist Event Programming teams with Marketplace configuration questions and operational diagnostics. • Perform operational QA to ensure events meet specification before onsale.

Role Description Estamos buscando un Community Manager apasionado por el entretenimiento en vivo para gestionar la comunidad de Fans en todos los puntos de contacto con la marca, en colaboración con el equipo de Soporte al Fan. Con el apoyo del Marketing Manager y del Especialista de Contenido, también deberá participar en la estrategia de contenido original y propio para nuestros canales, considerando todos los puntos de contacto como parte del proceso de atención y Brand Persona. - Monitorear y gestionar los perfiles de la empresa en Facebook, Instagram, TikTok, YouTube, Twitter/X y LinkedIn. - Asegurar que todos los comentarios abiertos sean respondidos de manera oportuna, respetando los SLAs preestablecidos. - Estar en contacto permanente con el equipo de Soporte al Fan; recibir y analizar dudas y necesidades señaladas por los clientes. - Interactuar con los seguidores, respondiendo comentarios y preguntas, incentivando la participación y construyendo un sentido de comunidad. - Proponer y ejecutar estrategias de redes sociales para Ticketmaster Chile, tanto a nivel general como para eventos específicos. - Trabajar en colaboración con el equipo de Marketing en reportes para medir los resultados de los esfuerzos e identificar quick wins y puntos de mejora. - Comunicar análisis de marketing, incluyendo tendencias de internet y mejores prácticas; elaborar informes de benchmarking. - Adherir a todos los procesos, políticas y procedimientos del departamento y de la empresa. - Proporcionar ideas de contenido relevante mientras se realiza un seguimiento de las métricas y se monitorea las conversaciones relevantes. - Contestar dudas por RRSS sobre shows, cambios o problemas generales. - Identificar las palabras claves para la mejora, incluido el diseño y análisis de informes relevantes y el monitoreo continuo del panorama competitivo. Qualifications - Poseer fluidez verbal y escrita en español. Conocimientos de inglés serán considerados un diferencial. - Experiencia en Copywriting y redacción creativa; formación en Marketing, Comunicaciones o Publicidad. - Gran afinidad con el comercio electrónico, marketing y servicios online. - Conocimiento y pasión por el deporte, el entretenimiento, la música y la cultura popular. - Experiencia previa en el sector de shows, teatro o deportes será considerada un diferencial. - Capacidad para trabajar tanto en un nivel estratégico como operacional, con facilidad para colaborar entre departamentos. - Familiaridad con las mejores prácticas de atención al cliente y soporte al fan en redes sociales (SAC 2.0). - Experiencia con herramientas de Social Listening. - Forma estructurada de trabajar: meticuloso, orientado al detalle, capaz de trabajar bajo presión y gestionar múltiples proyectos de forma simultánea. - Conocimiento del paquete Office, incluyendo pero no limitado a Outlook, Word, Excel y PowerPoint. Requirements - Mantiene relaciones de trabajo saludables para promover una cultura organizacional positiva. - Demuestra una comprensión clara del concepto de fan en la comunicación online y offline. - Alto nivel de foco y atención a los detalles. - Entusiasmo, confianza y habilidad de comunicación en los más diversos niveles. - Capacidad para trabajar bajo presión y cumplir metas y plazos. - Gestión autónoma del tiempo y las demandas, con comodidad para operar en modalidad Full Home Office. - Habilidad analítica y capacidad de resolución de problemas. - Mantenerse actualizado sobre el mercado del entretenimiento en vivo y las conversaciones en las principales redes y canales de noticias. Benefits - Ambiente inclusivo y apoyo para equilibrar trabajo y vida familiar. - Desarrollo de aspiraciones profesionales y personales. - Oportunidades para disfrutar de nuevas experiencias y aprender de personas talentosas.

• 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.

• Support Ticketmaster clients in all their event management needs • Collecting, reviewing, and inputting accurate data into Ticketmaster Host system following procedural best practices and established standards, then verifying the output • Accurately input event data into Ticketmaster Host system and identify and resolve event related errors • Work with clients, promoters, and internal departments such as marketing, accounting, customer service, event operations and support and client support, when creating events and distributing information regarding those events • Establish and develop relationships with assigned clients • On-Call schedule rotation amongst the team; after hour, weekend and holiday client support responsibilities • Responsible for other duties as assigned by Senior Event Specialist, the EM Manager, or the Regional Director of Event Management

• Lead the solution and delivery of large projects and complex product capabilities for the Fan Support agent toolset, including TM1 Orders rollout and tooling consolidation. • Serve as a dedicated product advocate for Fan Support — ensuring agent needs are represented early in product planning, that go-to-market readiness is a launch gate, and that Fan Support KPIs are built into how product success is defined. • Drive the phased rollout of TM1 Orders to Fan Support agents globally, including managing the dual-enablement period, coordinating training, and actively closing gaps as legacy tools are retired. • Own the roadmap for agent data access; mapping the highest-impact informational gaps, partnering with engineering and third-party system owners to expose the right data, and building the business case for prioritization. • Responsible for the definition of success, its measurement and optimization; including operational metrics such as Average Handle Time, contact volume, first contact resolution, and agent tooling adoption. • Drive progress throughout the entire product life cycle to achieve desired outcomes and meet objectives. • Formulate clear and coherent business cases, competitive analysis, epics and user stories, user documentation and other important artefacts to ensure success. • Develop and foster strong relationships and ensure collaboration with Product and Technology colleagues, as well as Fan Support operational stakeholders across Contact Center Technology, Service Improvement, Change Management, and Operations. • Serve as the DRI (Directly Responsible Individual) for Fan Support as a whole, owning outcomes, driving alignment, and advocating for Fan Support needs across the organization. • Coach and mentor less experienced members of the team.

• Collaborate with cross-functional teams to define and measure key product metrics aligned with business objectives. • Lead data science workstreams including predictive modeling, segmentation, and forecasting to drive product decisions and revenue impact. • Evaluate and prototype AI-powered analytical solutions that support forecasting, product optimization, and operational efficiency. • Utilize data analysis to uncover trends, patterns, and opportunities that influence product strategy and experience optimization. • Translate business requirements into scalable analytical solutions and measurement frameworks. • Develop dashboards and recurring analyses to monitor product performance and proactively surface opportunities for revenue and experience improvement. • Present findings and recommendations to technical and non-technical audiences in a clear and compelling manner. • Support data governance and ensure the accuracy, reliability, and consistency of analytics reporting. • Partner with Product, Design, Engineering, and Marketing teams to support roadmap prioritization and business planning.