• drive strategic and operational excellence for US service delivery • manage P&L performance • lead cross-functional management teams through execution • embed technological innovations into the operating model • report operational outcomes to the COO

• Review and monitor Purchase Order status for all orders assigned to your accounts • Ensure orders stay on schedule; promptly report any delays or changes to the Business Manager • Track and understand the Bill of Materials (BOM) setup for all assigned items • Monitor inbound raw materials and ensure timely delivery; communicate issues or delays • Track Sales Orders, identifying how raw materials and stock levels are affected • Report inventory or material concerns to the Business Manager • Coordinate with the Compliance Department to ensure labels, diagrams, and specs meet approval timelines • Track progress with the Design Team to ensure artwork is aligned with customer requirements and delivered on schedule • Order and track concept or production samples based on end-customer needs • Provide updates to the Business Manager on sample status, timelines, and requirements

• Review and map end-to-end operational workflows across the ticketing operation. • Identify manual, repetitive, inefficient, or high-risk steps that can be improved. • Recommend process improvements based on operational data, quality findings, and team feedback. • Build or support the creation of reports, dashboards, trackers, and other operational tools. • Explore the use of artificial intelligence, no-code tools, low-code platforms, and automation solutions to improve team efficiency. • Translate operational challenges into clear technical or functional requirements. • Work closely with the Operations Manager, team leaders, subject matter experts, and technology team. • Explain process starting points, end points, dependencies, desired outcomes, and business rules to technical stakeholders. • Support the development, testing, implementation, and refinement of operational automations. • Measure the effectiveness of new tools, reports, and process improvements. • Identify trends, recurring issues, bottlenecks, and quality risks within the operation. • Provide recommendations that align with management’s operational and strategic objectives. • Document workflows, automation requirements, process changes, and reporting logic. • Help ensure that operational improvements are practical, scalable, and aligned with day-to-day team requirements.

• Monitor and manage operational queues related to live event ticket transactions. • Troubleshoot ticket delivery issues, incorrect listings, delayed transfers, replacements, and other transaction-related concerns. • Assess unusual or escalated cases and determine the most appropriate resolution based on available tools, processes, and information. • Apply critical thinking and sound judgment rather than relying solely on scripted procedures. • Learn operational processes quickly and connect information across multiple workflows and scenarios. • Escalate high-risk or complex cases when additional support or approval is required. • Maintain accuracy while handling transactions with tight deadlines and high customer impact. • Follow established quality standards, workflows, and operational procedures. • Support the team in meeting service levels, performance metrics, and operational targets. • Communicate clearly with team leaders and other internal stakeholders regarding case status, risks, and required actions.