Senior Manager, BPO Operations - Fan Support (North America)

Job Summary: JOB DESCRIPTION - SENIOR MANAGER, BPO OPERATIONS - FAN SUPPORT Location: Texas, Arizona, Florida, Georgia, North Carolina Division: Ticketmaster NA Line Manager: Director - Fan Support Contract Terms: Full Time THE JOB The Senior Manager, BPO Operations - Fan Support (North America) is responsible for the operational oversight, governance, and performance management of Ticketmaster's outsourced contact center partners (BPOs) supporting North America Fan Support. This role serves as the primary operational partner for assigned BPO vendor(s), ensuring alignment to Ticketmaster standards for customer experience, quality, productivity, and operational readiness. The Senior Manager acts as a trusted partner to vendor leadership and internal stakeholders, driving accountability, continuous improvement, and operational excellence across outsourced support operations. This role requires strong vendor management discipline, data-driven decision-making, and the ability to influence outcomes across a matrixed environment. WHAT YOU WILL BE DOING BPO Performance & Governance

• 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.

Operational Oversight & Execution

• 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.

Quality, Training & Continuous Improvement

• 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.

Stakeholder Collaboration & Reporting

• 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.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 5+ years of contact center leadership experience, with direct BPO/vendor management experience strongly preferred.
• Proven ability to drive vendor performance through governance, accountability, and influence.
• Experience leading operational improvement initiatives and cross-functional projects.
• Strong analytical skills with experience 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 skills.
• Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint) and comfort working across CRM, QA, and workforce tools.
• Experience operating in multi-vendor, matrixed environments is a plus.
• Strong relationship-building, coaching, and problem-solving skills.

YOU (BEHAVIORAL SKILLS)

• Rock Solid Reliability - Sets clear expectations, follows through, and consistently delivers results.
• Act with Integrity - Represents performance data accurately and leads with transparency and fairness.
• Influence Without Authority - Aligns vendor leaders and internal partners through clarity and execution.
• Customer-First Mindset - Anchors decisions in fan experience and service quality outcomes.

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