Ticketmaster

• 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.

Role Description This job advertisement is for an existing, immediate vacancy. Client Website Services (CWS) supports clients across the Ticketmaster Clubs and Universe segments, delivering and maintaining the websites that power event discovery and ticket sales. Our clients range from independent venues to established operators, primarily across North America and Europe. CWS operates within the broader Ticketmaster and Live Nation ecosystem, partnering closely with teams across Ticketweb and Universe platforms. We combine the focus and ownership of a smaller team with the scale and infrastructure of a global organization. This role requires a client-first operator. You are accountable for the client experience — not just communication, but outcomes. You move work forward, remove ambiguity, and ensure clients feel supported, even when navigating constraints or issues. What You Will Be Doing - Own Client Delivery End-to-End - Act as the single point of contact for clients across new builds, change requests, and ongoing support - Own the full lifecycle from intake through to resolution or launch; ensure work does not stall between steps - Set and manage expectations clearly on scope, timelines, and outcomes - Intake, Scoping & Prioritization - Lead intake for new website requests and ongoing change requests; gather requirements, define scope, and align on approach - Triage inbound tickets; assess priority, assign appropriately, and maintain a healthy, moving queue - Handle scope conversations directly, align on feasible solutions, and manage expectations around what CWS can deliver - Delivery Coordination - Coordinate with a distributed build team across task sequencing, dependencies, and blockers - Maintain visibility across all in-flight work; identify risks early and intervene before timelines slip - Ensure work moves efficiently from request to completion, reducing cycle time on client requests - QA, UAT & Launch Management - Own pre-launch QA and UAT processes across builds and change requests - Coordinate staging reviews, structured testing, and client validation - Gate releases on clear sign-off and evidence, not just technical completion - Client Relationship & Escalation Management - Build working relationships with clients; understand their sites and recurring needs - Identify patterns in support requests and proactively address underlying issues - Manage escalations early and directly, resolving issues before they become critical - Delivery Visibility & Reporting - Maintain a clear view of what’s in progress, blocked, or at risk across the portfolio - Contribute to cross-team reporting (e.g., launches, incidents, compliance progress, outstanding work) - Track delivery metrics to support capacity planning and continuous improvement - Ways of Working & Process Improvement - Assess how CWS currently operates across intake, delivery, and support, and identify where workflows can be streamlined, clarified, or better structured - Recommend and implement practical process changes, then refine them based on what's working — improving speed, quality, and consistency over time Qualifications - 3-5 years in a client-facing delivery, project coordination, or account management role, ideally in a web services, digital agency, or SaaS support context - Solid WordPress knowledge beyond admin-level; you can navigate theme and plugin configuration, interpret what a plugin conflict or failed update looks like, and understand the difference between a content issue and a platform issue - Comfortable with APIs and integrations at a conceptual level - Familiarity with web hosting environments like WP Engine or similar managed hosting - Experience running QA and UAT processes: staging reviews, structured test plans, client sign-off workflows - Experience working a service desk or ticket queue; Jira or equivalent - Experience with accessibility (ADA/WCAG) compliance workflows Requirements - Excellent written and verbal communication skills; online and in-person expectation setting skills a must - Ability to prioritize among competing opportunities, balance internal client needs with business priorities, and articulate the rationale behind decisions - Comfortable with scope conversations; guiding clients toward solutions that fit within technical capabilities - Creative, collaborative thinker with an ability to learn new things, assess problems and identify proactive solutions quickly - Self-starter, comfortable leading change and getting things done - Comfortable using AI tools in day-to-day work Benefits - Inclusive work environment - Encouragement for professional and personal development - Support for work-life balance

• Identify and act on production problems without being prompted. A single 500 error reaching a fan is a problem, not a data point; treat it accordingly and act with urgency regardless of volume. • Build end-to-end, high-availability systems that handle extreme traffic spikes during high-demand on-sales without degradation. • Lead platform modernization initiatives - migrating legacy services to cloud-native, microservice-based architectures. • Design and implement streaming and event-driven solutions using Kafka/gRPC, enabling real-time data flow across services. • Embed deeply in a specific service area when needed, or work horizontally across teams to solve cross-cutting problems. • Champion resilience patterns: circuit breakers, graceful degradation, bulkheads, and auto-scaling strategies. • Collaborate with the Enterprise Architecture team on architectural decisions and evolve engineering standards across the Prepurchase domain. • Partner with product, security, and SRE teams to align technical decisions with business priorities. • Drive observability improvements - ensuring services are instrumented for monitoring, alerting, and rapid incident response. • Identify and eliminate single points of failure, improving system reliability and reducing on-call burden. • Apply AI and machine learning tools to improve developer productivity, automate operational tasks, and enhance system capabilities. • Evaluate and introduce new technologies that improve performance, reliability, or engineering velocity.

Role Description We are looking for an intern to join the Cassandra team within Ticketmaster’s TechOps Global Database Services organization. You’ll work with database technology operating at a scale few companies reach, on a team invested in helping you grow your career. - Use AI coding assistants and agents as part of daily engineering — writing and testing scripts, investigating issues and automating routine database operations. - Work closely with the Database Engineering team to perform database operations in a non-production environment, test database operations scripts and generate reports. - Learn a wide range of tools used by the Database Engineering team, the modern SDLC, and participate in the quality-testing workflow, including: - Building test cases for functional verification - Performance verification - Fault-tolerance testing - Writing test reports - Opening bug reports - Learn OS patching, database patching, GitLab repo management, networking, and databases. Qualifications - Current college student in Computer Science or Computer Engineering major. - Knowledge of software development life cycle, understanding user stories/use cases a plus. - Knowledge of relational and non-relational databases. - Basic Linux/shell familiarity and light scripting in Python or Bash a plus. - Previous internship experience is a plus. - Excellent written and verbal English communication skills. - Able to work independently and comfortable with a remote working style. Company Description 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. - Processes 550 million tickets per year across 35+ different countries. - Guided by values of Reliability, Teamwork, Integrity, and Belonging.

• Lead the design and evolution of scalable data, analytics, and AI platforms that support customer operations • Architect and optimize Databricks-based data pipelines and enterprise data platforms • Drive the development of machine learning, NLP, Generative AI, and operational intelligence capabilities • Deliver actionable insights and executive-level reporting that inform strategic decision-making • Establish engineering standards, governance frameworks, and best practices for data quality • Provide technical leadership, coaching, and day-to-day guidance to engineers and data scientists