Operations Fulfillment Specialist

ABOUT VICTORY LIVE
Victory Live is a private equity backed technology company aimed at maximizing distribution and yield for live event ticket inventory. We provide an end-to-end software platform for the live ticketing industry, managing thousands of sports, theater and live music event tickets on behalf of artists, promotors, teams, venues and professional resellers. Victory Live’s comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle, from ingestion to sales fulfillment.

 

THE POSITION
In this role, the Operations Specialist works closely with the Operations Team to manage all aspects of ticket supply chain logistics. Using our in house automation tools, this position supports Members and Customers by executing manual fulfillment and providing phone and email support throughout the order lifecycle.

This role combines customer service, advocacy, and system management. The ideal candidate is comfortable handling time sensitive requests in a high volume environment while maintaining accuracy and professionalism.

RESPONSIBILITIES

• Accurately carry out all fulfillment processes and protocols by monitoring sales across 14+ marketplaces
• Understand marketplace and primary ticketing policies and apply them to orders
• Maintain a general knowledge of all in-house tools, industry automation, and inventory management best practices
• Support end-consumers in both the purchasing and fulfillment processes
• Prioritize and respond efficiently to emails and phone calls in a fast-paced environment
• Assist Members with a variety of support requests, including researching and resolving common issues
• Work closely with internal teams and escalate requests to other departments (and individuals) as needed
• Build sustainable, trusting relationships with our Members through open and interactive communication to improve the overall Member experience
• Following up on client requests to reach a satisfactory resolution
• Exceed department standards for quality of service

REQUIREMENTS

• Previous success in a consumer-facing position
• Professional in demeanor and appearance
• Excellent organizational skills
• Willing to work nights, weekends, and holidays when mission-critical tasks arise
• Ability to demonstrate uncompromised judgment and discretion 
• Ability to manage stressful and/or high-profile situations
• Self-discipline and a commitment to confidentiality and discretion 
• Flexible and reliable team player, within departmental team and the company as a whole
• Strong communication skills (written, verbal and non-verbal), and active listening skills
• Adept at time management and prioritizing job tasks, within defined parameters and/or objectives. 
• Able to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption

QUALIFICATIONS

• Knowledge and understanding of both the primary and secondary markets within the ticketing industry
• Proficiency in ticketing systems, managing ticket inventory and/or third-party ticketing software

Victory Live is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law.