Who we are: Vivid Seats is the largest independent online ticket marketplace, sending tens of millions of fans to live events. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In Chicago’s top 10 places to work in 2021, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.  
 

The Opportunity:   

As an Operations Fulfillment Manager, you will lead a high performing team to carry out our marketplace fulfillment needs. The fulfillment operations team directly impacts critical aspects of our company's strategic success, working with large sellers to timely and accurately fulfill all their ticketing inventory. This position will be responsible for overseeing the entire operations fulfillment team, providing coaching and mentorship to guide career development and elevate the fulfillment department.

How your role contributes to the success of Vivid Seats:  

• As a true partner to the business, working closely with our large sellers, influencing product decisions, implementing creative fulfillment solutions, and leveraging data for objective decision making.  
• Leading the team, you’ll be responsible for refining processes, managing team capacity, forecasting staffing volume, financial performance, and resource allocation.  
• You will evaluate, embrace, and implement ticket fulfillment technologies to outpace the competition while collaborating with the Product team to bring unique insights on client needs to shape our product roadmap.  
• As a team manager, you will coach for performance, providing direct and actionable feedback that focuses on employee growth and development. 

How your role expectations will progress as an Operations Fulfillment Manager in the first 30, 90, and 180 days:  
30 days in

• Acclimate to Vivid Seats’ values and organizational goals to understand how your department drives initiatives forward.  
• Understand your teams’ contributions and the needs of stakeholders that rely on your deliverables to bring business objectives to life.  
• Familiarize yourself with our POS system Skybox and ticketing technologies. 
• Set weekly touch points with direct reports to understand their role, motivations, and needs, building trust and leading with empathy.  
• Acquaint yourself with all large sellers utilizing Vivid Seat’s Fulfillment Services.  
• Identify high level escalations from sellers and marketplaces. 

90 days in

• Empower and coach team members to achieve personal and functional goals that correlate to department objectives.  
• Develop and lead initiatives for your team that enhance process, drive innovation, and build on Vivid Seats values.  
• Leverage data to implement demand planning to accurately staff and allocate resources. 
• Maintain an expert knowledge of Skybox POS system and all ticketing technologies. 
• Handle and delegate complex escalations.  

180 days in   

• Monitor and evolve team deliverables, individual goals, and overall performance to ensure alignment with broader initiatives of your department and the organization while coaching your team to grow skill sets.  
• Collaborate with stakeholders to confirm accurate prioritization and refine processes for collaboration and best practices.  
• Meaningfully contribute to department roadmap exercises that balance current needs with future strategic initiatives.  
• Refine metrics and tracking of team productivity.  
• Iterate and implement innovative scalable operational processes that increase operational efficiency. 
• Coordinate with other functional leaders across the business to develop and deliver solutions and support, and drive initiatives to improve fulfillment team.  

What You’ll Bring:

• Proven experience managing an operations team with strong understanding of demand planning, forecasting and resource allocation. 
• 7+ years’ experience working in a fast-paced operations or fulfillment fields. 
• Excellent interpersonal skills and the ability to inspire and lead others. 
• Experience building scalable and measurable processes which increase operational efficiency within team. 
• Ability to conduct analysis of complex data and translate the results into actionable deliverables.  
• Demonstrated proactive experience recognizing challenges and working with a variety of teams and data sources leading to a diagnosis and recommend solutions. 
• Excellent analytical/problem-solving skills with a history of driving impact within an organization.  
• Detail-orientation with an ability to prioritize and meet aggressive goals. 
• Intrinsic drive to operate and thrive in a fast paced and performance driven environment.  
• Bachelor’s degree is preferred 
• Experience with Ticketing Industry is a plus  

Our Commitment:  

We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.  
Vivid Seats provides competitive compensation; bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks.