Senior Manager, BPO Operations – Fan Support

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Take charge of daily operational performance management for assigned BPO vendor(s) supporting Fan Support.

• Set up and uphold vendor governance rhythms including WBRs, MBRs, QBRs, action plans, and scorecards.

• Oversee and enhance performance across key KPIs such as CSAT, Quality, Productivity, AHT, FCR, adherence, backlog, and escalations.

• Detect systemic performance gaps, lead root-cause analysis, and implement corrective action plans with measurable outcomes.

• Conduct strategic performance reviews with vendor leadership, pinpointing opportunities for ongoing operational improvement.

• Offer data-driven insights to senior leadership regarding vendor performance trends, risks, and areas for enhancement.

• Collaborate with internal vendor management and workforce teams to ensure operational performance aligns with agreed service expectations.

• Work alongside Workforce Management to verify vendor staffing plans, schedules, and readiness for peak times and major onsales.

• Ensure operational readiness for new product launches, policy updates, tool rollouts, and high-volume events.

• Supervise real-time execution to guarantee vendor responsiveness to volume changes and incident response requirements.

• Manage escalations and collaborate with vendor leadership to address complex fan and operational challenges.

• Spearhead cross-functional initiatives aimed at enhancing operational efficiency, scalability, and customer experience outcomes.

• Act as an escalation point for critical operational issues and drive resolution through collaboration with vendor and internal leadership teams.

• Collaborate with Quality teams to ensure vendor QA programs adhere to Ticketmaster standards and calibration alignment.

• Partner with Training and Knowledge teams to ensure effective vendor onboarding, certification, and ongoing readiness.

• Initiate efforts to minimize repeat contact drivers and enhance overall fan experience outcomes.

• Ensure vendor SOPs and workflows are updated, compliant, and uniformly executed.

• Promote best practice sharing among vendor partners to foster consistency and operational excellence.

• Identify and spearhead continuous improvement initiatives that boost fan satisfaction, operational performance, and support efficiency.

• Build strong partnerships with internal cross-functional teams including Product, Workforce, Quality, Training, and Support Operations.

• Provide clear performance reporting that highlights trends, risks, and improvement strategies.

• Present operational performance updates and business insights to Fan Support leadership.

• Proactively escalate operational risks and customer experience impacts with data-supported recommendations.

• Collaborate with peers and leaders across the organization to support strategic initiatives affecting Fan Support operations.

• Ensure consistency and accuracy in operational performance reporting.

⛳️ Requirements

• Over 5 years of leadership experience in contact centers, with a strong preference for direct BPO/vendor management experience.

• Proven track record of enhancing vendor performance through governance, accountability, and influence.

• Experience in leading operational improvement initiatives and cross-functional projects.

• Strong analytical capabilities with experience in interpreting KPIs, operational dashboards, and performance trends.

• Demonstrated ability to influence stakeholders and drive results in a matrixed environment.

• Excellent communication, presentation, and stakeholder management abilities.

• Proficient in Microsoft Office tools (Excel, Word, Outlook, PowerPoint) and comfortable working with CRM, QA, and workforce tools.

• Experience in multi-vendor, matrixed environments is a plus.

• Strong skills in relationship-building, coaching, and problem-solving.

🏝️ Benefits

• Medical, vision, dental, and mental health benefits for you and your family, along with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA).

• Complimentary concert tickets, generous paid time off that includes paid holidays, sick leave, and personal days.

• 401(k) plan with company matching, plus a stock reimbursement program.

• Programs for new parents including caregiver leave, and support for fertility, adoption, foster care, or surrogacy.

• Career and skill development opportunities through the School of Live, tuition reimbursement, and student loan repayment.

• Volunteer time off and crowdfunding match.