Director of Ticket Operations & Fulfillment

Job Description

Job Description

Director of Ticket Operations
Live events are fun.

Concerts, sporting events, and festivals create memorable lifelong experiences with clients, prospects, partners, friends, and family—and they drive real business impact.

Companies spend more than $600 billion each year on client entertainment. TicketManager is the enterprise platform they trust to source, manage, track, and report on live event tickets and hospitality—while maintaining compliance, control, and visibility across the organization.

Built at the intersection of live events, technology, and enterprise operations, TicketManager makes client entertainment easy and measurable. Our industry-leading software supports everything from invitations and event execution to post-event reporting, helping companies clearly prove ROI and strengthen relationships through unforgettable experiences.

TicketManager is trusted by thousands of global brands, including Anheuser-Busch, Verizon, American Express, Nike, and Visa, as well as Fortune 500 companies, professional sports leagues, and major organizations such as the NBA, NFL, NCAA, and NASCAR.

We’re also proud to partner with some of the most iconic teams and venues in sports and entertainment, including the New York Jets, Philadelphia Eagles and Phillies, Capital One Arena, Texas Rangers, Houston Texans, LAFC, and Seattle Seahawks, along with more than 50 professional and collegiate teams, franchises, universities, and technology providers.

Why Work at TicketManager

At TicketManager, you’ll help build technology that brings people together through live experiences—while solving complex, real-world problems for the world’s best companies. We’re a fast-growing, profitable company that values ownership, collaboration, and excellence, and we’re building a team that’s passionate about making work impactful and fun.

If you’re excited about live events, cutting-edge technology, and doing work that truly matters, you’ll feel right at home here.

The Role

The Director of Ticket Operations is a senior operational leader responsible for overseeing end-to-end ticketing execution for some of the most high-profile, high-demand live events in the world. This role owns strategy, execution, and continuous improvement across two distinct teams: an in-office Ticket Operations team based in Arizona and a vendor-managed partner team responsible for fulfillment and ticket sales execution.

This leader ensures accuracy, efficiency, scalability, and visibility across the ticketing lifecycle—from ticket setup and seating strategy through pricing, fulfillment, and delivery—while balancing speed, precision, and customer experience. The Director of Ticket Operations plays a critical role in enabling automation, improving workflows, and leveraging AI-driven tools to create transparency, predictability, and operational excellence across TicketManager’s ticketing ecosystem.

Responsibilities:

• Lead and manage two ticket operations teams : an in-office Arizona-based team and an external vendor partner team, ensuring alignment, accountability, and consistent performance across both groups.
• Design, document, and implement best-in-class processes, systems, and workflows that enable data-driven decision-making and operational transparency.
• Drive automation and process improvement initiatives , including the use of AI tools (e.g., ChatGPT, Gemini, Claude), to reduce manual work, improve accuracy, and scale operations.
• Collaborate cross-functionally with Customer Success, Sales, Product, Engineering, and Finance to streamline workflows and maximize operational efficiency.
• Oversee and optimize Jira workflows , capacity planning, and project tracking to create visibility and predictability across ticketing operations.
• Serve as an escalation point for complex, time-sensitive, or customer-facing ticketing issues, including live event execution challenges.
• Define and scale the ticket operations and order fulfillment strategy , including continuous improvement across processes, technology, policies, and procedures to support ease of doing business for customers.
• Establish, track, and actively manage operational metrics and goals that balance accuracy, scalability, customer experience, and fiscal responsibility.
• Own end-to-end ticket operations , including ticket setup, order processing, seating configuration, pricing accuracy, fulfillment, and delivery for high-volume and high-profile events.

Desired Skills and Experience:

• Bachelor’s Degree required; degree in Operations, Business, Technology, or a related field preferred.
• 5+ years of experience in ticketing operations, live events, marketplace operations, or a related operational leadership role.
• Proven experience managing multi-team structures, including vendor-managed or outsourced teams.
• Deep understanding of ticketing workflows, fulfillment processes, seating logic, and pricing execution for live events.
• Exceptional attention to detail with the ability to operate effectively in fast-paced, high-pressure environments.
• Strong experience building and managing Jira workflows, operational dashboards, and planning tools.
• Demonstrated interest and hands-on experience using automation and AI tools (e.g., ChatGPT, Gemini, Claude) to improve operational efficiency and visibility.
• Creative, solutions-oriented mindset with the ability to navigate ambiguity and solve complex operational problems.
• Excellent communication skills, with comfort engaging in customer-facing situations and working with high-profile clients and partners.
• Willingness to travel as needed for on-site events, team collaboration, or vendor management.

TicketManager Highlights:

• Location: Mesa, AZ
• Compensation: $150,000-$175,000 Base Salary & Bonus Eligibility
• Reports to: GM, Account Services
• Work Expectations : Role is In-Office, Monday-Friday
• Retirement: 401(k) Company Match
• Health Benefits : Medical, Dental, Vision & Chiropractic
• Time Off: Unlimited PTO
• Interview Process: Multistage interview process with senior leaders across TicketManager to ensure strong alignment on role scope and expectations.
• Events: Quarterly live event credits (we practice what we preach!), monthly happy hours, and volunteering
• Perks: Fun, collaborative, in-office culture at our HQ with catered lunches and big company perks with the autonomy of a high-growth startup.

• Recognition: Inc. 5000 fastest-growing private company by Inc. Magazine six years in a row. Recognized as one of the Best Places to Work by Inc. Magazine, The LA Business Journal, and Sports Business Journal
• 4.5 out of 5 Glassdoor rating
• Used by over 4,000 globally known companies including ~15% of the Fortune 500

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