SVP – Fan Support Operations

Job Summary:

JOB DESCRIPTION – Senior Vice President (SVP), Global Fan Support Operations

Location: Texas, Florida, Georgia, or Arizona

Division: Ticketmaster Global

Line Manager: EVP, Global Fan Support Operations

Contract Terms: Permanent, Full-time

THE JOB

The Senior Vice President, Global Fan Support Operations is a transformational executive role responsible for driving operational excellence, consistency, and innovation across Ticketmaster’s global fan support functions. This leader will ensure seamless delivery of fan-facing services across multiple regions and channels, overseeing both front-office and back-office operations to meet evolving business needs and fan expectations.

This role requires an experienced operator with the vision to shape scalable service models, the discipline to drive performance, and the influence to collaborate across global teams. The SVP will partner with senior leaders across Product, Technology, Legal, Client Ops, PR and Marketing to embed a fan-first mindset while maintaining operational stability and delivering continuous improvement. A key focus will be leading global BPO strategy and ensuring cost-effective, high-quality service delivery through internal and external teams.

We are seeking a well-connected leader within the contact center and customer service industry — someone who brings external perspective, strong relationships, and deep understanding of market best practices. The ideal candidate will be bold, decisive, and unafraid to challenge the norm. They will be a calculated risk taker, willing to disrupt traditional thinking and push boundaries using data, insight, and fan sentiment to influence change. This is a high-profile, executive-level role requiring exceptional stakeholder management, global business acumen, and strong alignment to strategic outcomes.

The SVP will need to travel to maintain engagement across global markets and must be adept at navigating different cultural contexts and regulatory environments to ensure market relevance and compliance.

WHAT YOU WILL BE DOING

• Lead global fan support operations including frontline contact center delivery, complaints handling, back-office processing, and client support services.

• Develop and execute a long-term operational strategy that aligns with company priorities and supports scalable growth.

• Build and maintain a globally consistent, regionally adaptable fan support operating model.

• Oversee global performance standards, service KPIs, and partner SLAs to ensure excellence across all channels.

• Drive cross-functional initiatives that improve the fan journey, reduce friction, and elevate service experiences.

• Direct global BPO strategy, including vendor selection, governance, performance management, and optimization.

• Serve as a champion for operational data and insights, identifying gaps and acting on key performance trends.

• Build a high-performing, accountable leadership team with a strong culture of ownership and continuous improvement.

• Collaborate with regional leads to ensure local market needs are met while maintaining global consistency.

• Own and manage operational budgets, aligning resources to priorities while delivering cost-efficiency.

• Act as the voice of fan operations in strategic planning discussions and forums.

• Ensure business continuity planning and operational risk management across all fan support functions.

• Influence change through storytelling, performance insight, and a clear vision for the future of fan service.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 15+ years’ experience in leading global contact center or customer support operations.

• Approximately 20% travel; both national and international travel is required.

• Strong network and presence within the contact center and service industry.

• Proven success in scaling and transforming service organizations across regions.

• Demonstrated expertise in BPO/vendor management, contract negotiation, and governance.

• Strong financial acumen with experience managing multimillion-dollar budgets.

• Deep understanding of customer service technologies, process frameworks, and contact center tooling.

• Track record of driving performance improvement and cultural change.

• Experience operating at the executive level, influencing across complex global matrix organizations.

• High comfort level using data and analytics to inform decisions and drive accountability.

• Experience working across cultures and understanding regional legislative differences.

YOU (BEHAVIOURAL SKILLS)

• Visionary and strategic mindset with operational discipline.

• Disruptor with an inclination for action — challenges status quo with confidence and clarity.

• Data-led decision maker who translates insight into impact.

• Effective communicator with strong stakeholder influence.

• Resilient, pragmatic, and calm under pressure.

• Focused on accountability, performance, and high-quality execution.

• Culturally aware and adaptable across global markets.

• Passionate about leadership, coaching, and team development.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

EQUAL EMPLOYMENT OPPORTUNITY

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.  You will be working in an inclusive environment and be encouraged to bring your whole self to work.  We will do all that we can to help you successfully balance your work and homelife.  As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.  It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.