Fulfilment Operations Supervisor

viagogo is the world's leading marketplace to buy and sell tickets to any live event, anywhere. Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available to events around the world annually -- from sports to music, comedy to dance, festivals to theater -- viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.

Viagogo/StubHub is the world's largest marketplace for live event tickets, serving millions of fans across 150+ countries. We are an innovative e-commerce leader, powered by cutting-edge technology and a vibrant, diverse team. Our culture thrives on collaboration, continuous learning, and empowering employees to take ownership of their careers. 

Viagogo/StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you'll thrive in our environment where the rewards are highly motivating.

The Fulfilment Operations team is responsible for enabling the seamless delivery of live event tickets from the seller to the buyer. Ticket delivery solutions for live events are rapidly evolving and we expect our ticket delivery solutions to be the best in the industry. The Fulfilment Operations team handles the toughest problems and informs our product and strategic roadmap to ensure we offer the best experience to our fans.

We are looking for a driven Operations Supervisor who is obsessed with solving problems. You should combine strong people management skills, an analytical mindset and dedication to getting our fans to events as smoothly as possible. The successful candidate will need a bias for action and detail, with proven operational and people management skills in a high-pressure environment.

Responsibilties: 

• Manage and develop a team of fulfilment operational experts, including playing a key role in hiring where necessary
• Design and implement new training programs for the team to improve execution and quality of [x].
• Closely track and analyse key metrics and understand how the data relates to business goals, including explaining changes in metrics over time, both in terms of productivity and quality of execution.
• Help implement and validate new workflows to solve unique business problems
• Proactively identify and investigate issues and provide feedback which will help inform improved workflow efficiency and impactful product changes.
• Interface directly with key stakeholders, from external partners to senior leadership
• Be the expert on getting our fans their tickets

Competencies: 

• A "can do" attitude
• 2+ years' experience in a managerial, analytical or problem-solving role
• Excellent people management skills. Experience managing a team strongly preferred
• A natural curiosity to spot, break down and resolve problems
• Experience measuring performance and moving a metric
• Flexibility to work during weekdays and weekends as per calendar requirements
• Track record of building new processes and solving problems from scratch
• Proficiency with Excel. Willingness to learn required
• Basic SQL experience or willingness to learn a plus

Hybrid environment:  This role will begin as in-office 5 days per week for the first 3 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.  

• All the training for the role will be provided – paid training 
• A computer and other equipment will be provided (be sure to have a quiet and dedicated working space when working on your remote days, with sufficient internet access to support) 
• You will be working an 8-hour shift 
• Must be flexible with working hours and weekends 
• Must be within driving distance to the office 

What we offer
At viagogo, we are proud of our multicultural and vibrant culture, innovative offices, and the newest technologies used. You can be a part of this exciting environment and show your talents. Once part of the team, you will have access to our wide benefits package:

• Competitive starting salary
• Health package
• Continuous training & support
• Career progression
• Employee Engagement initiatives
• Casual dress code
• Free parking

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