Job Summary:

Location: Manchester, London or Glasgow, UK

Division: Ticketmaster Global

Line Manager: Fan Experience EVP, Global  

Contract Terms: Permanent, full time

THE TEAM

At Ticketmaster Fans come first. We care passionately about our fan’s interaction with our service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once. 

THE JOB

Reporting to the EVP, the Senior Director of Learning and Education role will be part of the Fan Support teams. This role will play an integral part in our long-term objectives to deliver a best-in-class experience for our fans. Working closely with the operational teams this role will be instrumental in defining, delivering all Learning interventions with laser focus on assuring the Quality standards are met.

Leading the Fan Support teams to assure we have the right tools, training and quality to drive the global Fan Support agent of the future. Working closely with the operational teams this role will be instrumental in defining and implementing the Knowledge, Training and Quality strategies and driving this agenda across all sites from design to delivery across all teams within the onshore and offshore estates. 

You will develop and deliver effective Agent Support Solutions that satisfy all operational and legal training requirements ensuring that they are planned, delivered, recorded and quality checked as well as ensuring all business wide talent initiatives are successfully embedded within the operational areas, whilst leading on governance, operating within our new ways of working approach

You will obtain and evaluate information both internally and externally, identifying any threats and opportunities to ensure ongoing initiatives continue to deliver, as well as identifying and recommending opportunities for new initiatives.

WHAT YOU WILL BE DOING

Leadership

• This role has direct responsibility for three department leads indirect responsibility for a minimum of fifteen analysts, and dotted line responsibility with the outsourcing teams
• Direct responsibility for the team includes recruitment, performance management, absence management pay and reward decisions and team development.
• Set direction for the function across multi-disciplines to ensure a high standard of capabilities enabling subject matter expertise across Ticketmaster
• Responsible for managing the partnership with BPO key support functions to set up the contact centres for success. 

Training and Knowledge

• Induction and successful onboarding of Fan Support colleagues and all further upskill sessions.
• Lead the Training and Knowledge strategy to develop a robust program of interventions to ensure our agents understand the operational processes and can deal with fan queries effectively.
• Define/implement practices for all learning and development delivered by our Fan Support teams, leading with robust governance processes, aligned with the delivery of our strategy
• Ensure knowledge is relevant, maintained & aligned to the brand and consistently written.
• Design build and deliver an annual refresher program for all of FS encompassing regulatory, legal and complex products.
• Work with the business to research, recommend and potentially deliver knowledge and learning solutions in line with requirements.
• Working with the Fan Support operations to ensure that Programs, Change and BAU training requirements are delivered on time and in an effective manner with trainers certified to deliver to TM standards
• Provide timely, robust and appropriate MI that demonstrates the effectiveness of all learning interventions.

Quality & Assurance

• Development of a Quality Framework that provides insight into how we are delivering against resolving Fan queries
• Track issues in the Quality monitoring tools and analyse the results to support the priority of improvement initiatives.
• Provide automated Quality insight for legal, and compliance elements of fan queries e.g. (PCI, DPA)
• Lead the team to assess independently and without bias, monitoring the right sample of queries to fully understand the Voice of the Fan
• Working with the knowledge and training teams to optimise their content and create new learning interventions as needed to meet Fan performance metrics
• Working with outsourcers and operations providing quantifiable data that provides coaching opportunities.
• You will be accountable for the Assurance schedule, holding regular Business Health Checks with the business against set controls to improve the overall operational set-up.

WHAT YOU NEED TO KNOW

• You will need to be highly analytical, with strong numerical skills. With an eye for detail, you will need to analyse and present findings clearly and concisely.
• A strong understanding of the ticketing and live entertainment industries that we operate in.
• You should have a proven track record in successful delivery of training, and or Quality teams
• You should be comfortable producing and presenting comprehensive initiative plans to the executive/board level.
• You’ll need to have experience of analytical tools for both analysing and presenting your findings - including (but not limited to) Excel and PowerPoint.
• You will need to be an expert in all contact centre tools and support models with a proven track record in successful implementation from set -up.

YOU (BEHAVIOURAL REQUIREMENTS)

• Organised and efficient, pro-active attitude and self-disciplined
• Thinks creatively
• Has strong communication and stakeholder management skills
• Able to adapt to constantly changing challenges in a fast-paced environment
• Resourceful, self-disciplined and driven
• Excellent commercial acumen
• The ability to express business value through data
• Team player, able to engage and motivate people
• Results orientated.
• Strong leadership skills, empowering others

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. 

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you

Our work is guided by our values:

Reliability – We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen

Teamwork – We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity – We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. 

As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

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