Senior Manager, Analytics and Process Improvement

| Chicago | Hybrid
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Who We Are

Vivid Seats is the fastest-growing online marketplace for sports, theatre, and concert tickets.  We are  dedicated to providing our customers with the best ticket buying experience in the industry. Our marketplace site processes millions of transactions per year and enable fans to attend their favorite concerts, sports and theatre events.  We are one of the fastest growing technology businesses in Chicago and we are looking for leadership to help us continue to scale.

 

Senior Manager, Contact Center Analytics

We are seeking an energetic and driven Senior Manager, Analytics and Process Improvement, to join our evolving 500+ seat Contact Center team. You will be responsible for managing teams consisting of Reporting & Analytics and Operations Process & Technology. You will be expected to lead regular deep dive analysis into current contact center capabilities and then converting those analyses into actionable items that shape the future of the Contact Center organization (strategy). This role will work closely within all Contact Center teams and be the liaison between Technology and Product teams.

To be successful in this role, you will need to be a strong leader, have strong project management skills, the ability to deploy multiple projects in a fast-paced environment. You understand and study contact center technologies and industry trends.

 

Areas of Contribution & Ownership

  • Management and leadership of performance metrics include contact reduction/efficiency, staffing utilization/workforce management, and process improvements including IVR management
  • Monitor the Service Level Agreements (SLA), improving contact performance, use of resources and the adoption of new proven technologies to reduce contacts, increase efficiency and improve the Customer experience
  • Actively contribute to the overall contact center leadership operational targets, as well as our daily business decisions
  • Support the Fraud team with analysis using industry tools (Accertify) including financial analysis around post-process costs
  • Engage in leading and inspiring others to think outside of the box and develop best practices in the performance of the Contact Center
  • Help with scoping and then deliver results against that work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
  • Drive strategic initiatives and support the development of long-term growth plans and profitability goals
  • Analyze and recommend emerging industry trends, expansion opportunities, viability of outside business partners, internal business performance and business process improvement
  • Provide input to strategic decisions that affect the functional area of responsibility; May give input into developing the budget

 

Attributes of the Successful Candidate

  • Bachelor's Degree (Business, Finance Operations Management or Information Science preferred); MBA a strong plus.
  • Minimum of 7+ years’ experience in a fast-moving Customer Service operation, Six Sigma/LEAN or Operational Management in a Contact Center environment
  • Advanced Microsoft Excel skills; SQL strength a minimum requirement; Python experience a plus
  • Experience with customer service management tools, InContact preferred as well as large analytics platforms and data visualization programs
  • Experience with Accertify a strong plus
  • Strong project management skills in an e-commerce/technology environment is a plus
  • Strong problem-solving and analytical skills
  • Ability to think creatively, highly-driven and self-motivated
  • Highest of accuracy and precision; highly organized
  • Articulate with excellent verbal and written communication skills
  • Demonstrated ability to work with team members across an organization
  • Ability to work quickly and accurately under time constraints and against deadlines

 

What We Offer:

Vivid Seats offers competitive compensation, individual and team-based bonus opportunities, aggressive promotion timelines, and a variety of workplace perks.  Specifically, staff has access to discounted event tickets, frequent in-office catered meals, office happy hours, team outings, company gym membership, subsidized healthy meal and snack programs. Standard benefits include medical/dental/vision/life insurance, paid family leave, 401(k) plan with employer match, flexible hours and paid time off, and transit plan discounts.

Vivid Seats is an equal opportunity employer. Vivid Seats prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetic information. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • DockerFrameworks
    • JSFFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • OAuthFrameworks
    • React NativeFrameworks
    • SpringFrameworks
    • TerraformFrameworks
    • Vue.jsFrameworks
    • AWS RedshiftDatabases
    • ElasticsearchDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • SnowflakeDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • New RelicServices
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • BrazeCRM
    • BrazeEmail
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management

Location

Located in the landmark Marshall Fields building, Vivid Seats brand new HQ incorporates modern design, collaborative spaces, and the excitement of live events to create an innovative workplace. We are centrally located near public transportation hubs, shops, restaurants and entertainment venues.

An Insider's view of Vivid Seats

How does your team reward individual success?

We are encouraged to take ownership of our work and continue supporting technologies we work on, well into production and beyond. Having coworkers who care so genuinely about not only my individual success, but also the company's success, makes working for Vivid Seats extremely rewarding.

Lana M.

Quality Engineering Manager

What are Vivid Seats Perks + Benefits

Vivid Seats Benefits Overview

We make it easier for you to give it your all. While you are transforming the live event industry, we will take care of you and people who matter to you.
We've got you cover with a variety of Health, Dental and Vision packages to help fit your needs; 100% Employer Paid Life Insurance, AD&D and EAP; STD and LTD.
One of the most competitive 401 (k) programs on the market.
Continuing education opportunities and rewarding performance incentives
PTO, Maternity and Paternity policies that afford you the flexibility to take planned time off as needed.
In-office happy hours, holiday and summer events, company-sponsored sports leagues, catered lunches.
Stocked kitchen with healthy snacks!

Culture
Volunteer in local community
Committed to partner with organizations and causes that are important to our employees and our communities.
Partners with nonprofits
Corporate Social Responsibility is important to us - we have a team dedicated to leading these efforts both in a local and national scope.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Employees trained on best practices supporting data-driven decisions - starting with recruiting and hiring.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
All employees are offered equity as part of our total rewards package.
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

We offer credits and discounts on tickets to attend your favorite events along with great health insurance plans with healthy employer subsidies (like monthly care packages for our remote employees!) and pre-tax commuter benefits. All employees are encouraged to use no questions asks mental health days and a floating holiday. When in the office we host catered lunches and regular happy hours to recognize birthdays and celebrate successes. Our corporate office provides a fully paid in-building gym membership for morning yoga or lunchtime run. Employees are also able to work a hybrid schedule, providing the balance life requires, when we need it.

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