Senior Manager, BPO Operations – Fan Support (North America)

Role responsibilities

The Senior Manager is responsible for the operational oversight and performance management of Ticketmaster’s outsourced contact center partners. This includes driving accountability, continuous improvement, and operational excellence across outsourced support operations.

Requirements

Candidates should have 5+ years of contact center leadership experience, preferably with direct BPO/vendor management. Strong analytical skills and the ability to influence stakeholders in a matrixed environment are essential.

Key skills

Contact Center Leadership, BPO Management, Operational Improvement, Analytical Skills, Stakeholder Management, Communication Skills, Problem-Solving Skills, Vendor Management, Data-Driven Decision Making, Performance Management, Quality Assurance, Training, Continuous Improvement, Customer Experience, Relationship Building, Microsoft Office

Keywords

BPO, Vendor Management, Contact Center, Customer Experience, Performance Management, Quality Assurance, Operational Readiness, Data Analysis, KPI, CSAT, AHT, FCR, Workforce Management, Training, Continuous Improvement, Stakeholder Collaboration, Microsoft Office, CRM, Operational Efficiency, Escalation Management, Root-Cause Analysis, Action Plans, Scorecards, Governance, Performance Reviews, Fan Support, Live Events, Entertainment Industry, Diversity, Equity