The Opportunity
Vivid Seats is the largest independent online ticket marketplace, sending tens of millions of fans to live events every day. Experiences Matter. The importance of them is expanding rapidly as the industry continues to grow year over year. Working at Vivid Seats puts you front and center at the opportunity to scale our best in class platform that allow our fans to sit closer and see more.
At Vivid Seats, you will have the opportunity to work with flexibility and the speed of a startup while operating at massive, profitable scale. We keep our teams lean, giving every single employee direct accountability to creating a positive ticket buying experience. We are relentless and move quickly to release new features and content to the site and mobile app daily. Your ideas are heard and implemented, your hard work rewarded. Being a part of our team means that have the ability to drive impact and own the innovation that allows us to connect our tens and millions of unique monthly users to the memorable experiences that live events create.
As the Senior Manager, Contact Center Analytics and Process Design, you will be responsible for leading a team consisting of Reporting & Analytics and Operations Process & Technology focused on developing analyses, processes, and reporting that enable a differentiated fan service experience across all aspects our evolving 500+ seat Contact Center team. You will partner with forward thinkers leveraging Six Sigma techniques, experimental design, performance assessment, and predictive analytics to design experiences that create emotional connections and customers for life.
You will wake up every day obsessed with Identify/scope process opportunities and deliver results with measurable ROI, strategic innovation and performance reporting. This position will also participate in cross-functional projects that require significant analytical and data-mining skills. Large scale data analysis will utilize SQL, Spotfire, and other analytical tools. Your previous experiences and human capital network will be leveraged to recommend premier servicing processing and capabilities, emerging industry trends, expansion opportunities and viability of outside business partners to further our mission of creating memorable experiences.
To be Successful, You'll Need

• A minimum of 5+ years' experience utilizing Six Sigma/LEAN or Operational Management in a Customer Service or Manufacturing environment
• Demonstrated skills as a thought leader with a combination of analytic rigor, conceptual ability, innovation, creativity, mental flexibility and judgment while delivering results in time
• The drive to solve business problems and to find patterns and insights within structured and unstructured data
• An "execution mindset" focused on getting things done quickly and efficiently
• Strong project management skills in an e-commerce/technology environment
• Bachelor's Degree (Industrial Engineering, Finance Operations Management or Information Science preferred); MBA a strong plus
• Creativity, fearlessness and an unwavering commitment to putting the customer first, elevating your team and ownership over outcomes