Operational Response Manager
About the job
- Thorough knowledge of contact centre and fulfilment processes and practices.
- Thorough understanding of Contact Centre departments, including Customer Services and Client Support.
- Proven experience using Zendesk.
- Ability to conduct thorough searches for information when reviewing procedures or problems.
- Excellent time management skills and a high level of accuracy.
- Experience working with complex datasets and statistical analytical techniques to produce actionable outputs.
- Thorough understanding of customer service touchpoints and contact channels, including phone, email, social media, and the Service Resolution Team.
- Ability to interact with, influence, and present to operational leaders.
- Ability to consider a broad range of related issues and factors, assess alternatives, and make timely decisions with immediate and long-term consequences in mind.
- Ability to respond flexibly and resiliently to multiple demands, shifting priorities, ambiguity, and rapid change.
- Ability to organize time effectively and plan for future needs.
- Ability to understand the business environment and stay abreast of relevant issues and industry events.
- Monitor workstream volumes across digital and non-digital platforms and improve operational effectiveness through automation, identifying contact opportunities, and implementing solutions.
- Challenge other areas of the business to amend processes and procedures to support continued development.
- Monitor robotic process automation queues daily and ensure tickets are processed correctly.
- Identify causes of robotic process automation errors and provide quick fixes.
- Provide real-time reporting on performance and volumes.
- Develop an understanding of Zendesk, Smart Help, and outlier forms, and how their data can be used.
- Work with the Client Support Team to identify fan issues with upcoming events.
- Monitor autoreply performance, including customer satisfaction and first contact resolution statistics, and identify opportunities to refine wording.
- Monitor incoming contact drivers and trends and identify opportunities to use automation or bulk processing.
- Recommend improvements to the fan experience.
- Work with technical teams to introduce new processes.
- Respond to business disruptions affecting customer service and assist with solutions.
- Prevent unnecessary contact by troubleshooting fan issues, including mobile and PAH issues, and dip-checking large events.
- Use Amelia to run reports and analyse data, making recommendations to business leaders to improve fan experience and contact deflection.
- Provide operational support to departments and support their management during operational challenges.
- Map processes accurately for automation and highlight concerns and potential cost savings.
- Liaise with internal departments to implement and thoroughly test automations.
- Coordinate regularly with internal departments to maintain relationships and effective working processes.
- Recommend and implement solutions to continuously improve the fan, client, and internal service experience.
- Monitor, measure, report, and communicate operational issues, opportunities, and achievements in agreed formats and timescales.
- Liaise with functional and departmental managers to understand development needs and ensure they are informed of operational objectives, purposes, and achievements.
- Identify organizational gaps and potential business disruptions.
- Ensure team members participate and communicate effectively.
- Support Service Improvement technology projects operationally, including staffing, change support, and assisting the relevant department manager with initial additional workload.
- Adhere to company quality management, safety, and environmental policies.
- Perform additional duties in line with business needs and requirements.
About the company
Ticketmaster runs a platform for selling live-event tickets, covering sports, concerts, theater, and more. It connects fans with events and provides ticketing services to venues and event organizers. How it works: when fans buy tickets, a service fee is added on top of the ticket price, and Ticketmaster earns revenue from these consumer fees as well as from partners who pay for its ticketing technology and services. The platform supports event organizers and venues with tools to manage sales, seating, and ticket delivery, while also offering safety features and information about venues to help fans avoid scams and have a smooth experience. How it stands out: it leverages a large network of venues, partnerships, and technology to handle high-volume sales and provide trusted, end-to-end ticketing solutions. Its goal is to provide a seamless, secure ticket-buying experience for fans and a reliable, scalable platform for event organizers and venues.
Company Size
5,001-10,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Beverly Hills, California
Founded
1976
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Simplify's Take
What believers are saying
- September 2026 AI partnerships expand Ticketmaster discovery inside Gemini, Muse, Claude, and Alexa+.
- The September 2026 app launch targets the 40% of fans missing events.
- East Africa expansion through Quicket broadens inventory while lowering fraud and checkout friction.
What critics are saying
- Judge Frimpong kept the FTC BOTS Act case alive on September 28, 2026.
- The DOJ settlement faces NIVA, AEG, and SeatGeek objections before mid-October 2026 ruling.
- A breakup or conduct decree would destroy Ticketmaster’s resale-fueled monopoly economics.
What makes Ticketmaster unique
- Ticketmaster sits inside Live Nation’s promotion, venue, and resale flywheel, unlike SeatGeek.
- Its September 2026 app redesign and AI connectors embed discovery across Gemini, Muse, ChatGPT.
- Quicket gives Ticketmaster local payment rails in Kenya and Uganda via M-Pesa, Airtel Money.
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Benefits
Health Insurance
Paid Vacation
401(k) Company Match
Family Planning Benefits
Fertility Treatment Support
Professional Development Budget
Volunteer time off
Growth & Insights and Company News
6 month growth
↑ 13%1 year growth
↑ 13%2 year growth
↑ 13%Yes, the BOTS Act can apply to Ticketmaster and major ticketing platforms, Federal judge rules. Yes, the BOTS Act can apply to Ticketmaster and major ticketing platforms, Federal judge rules ashley king September 28, 2026. A federal judge rules that the FTC can absolutely pursue litigation against Ticketmaster under the BOTS Act for allegedly enabling mass-scale ticket resale. The case will now proceed to discovery. On Monday, a judge ruled against Ticketmaster's motion to dismiss the lawsuit that the Federal Trade Commission (FTC) filed last year, which alleges that Ticketmaster enabled the mass-scale resale of tickets on its secondary platform. The decision reinforces that the FTC can absolutely sue Ticketmaster under the Better Online Ticket Sales (BOTS) Act, and the case will now move into evidence discovery. The ruling does not determine whether the FTC's allegations are factually true, but that the plaintiffs have stated valid legal claims. Ticketmaster's motion to dismiss had argued that the FTC's lawsuit was flawed because the government entity could not hold a ticketing platform accountable under the BOTS Act, which it asserted was designed to be used against individual resellers. But Judge Maame Ewusi-Mensah Frimpong rejected that argument in a court order dated September 28, writing, "The BOTS Act does not preclude platforms from facing liability, and the court will not read it as doing so." The FTC originally sued Ticketmaster and its parent Live Nation for allegedly violating the BOTS Act by allowing brokers to bypass its ticket purchasing limits with hundreds or thousands of accounts under fake names. The lawsuit claims that Ticketmaster enabled this behavior so that brokers would resell much of their haul on the platform's own secondary market and generate even more money in resale fees. Live Nation and Ticketmaster have denied the allegations. Earlier this year, Live Nation's Legal Chief Dan Wall testified before Congress that the company has made numerous anti-broker initiatives in the name of protecting artists and fans. While that may be true, the company's argument that it can't be sued under the BOTS Act as a primary ticketing platform didn't hold any water in court. Judge Frimpong determined that the FTC's lawsuit presents sufficient allegations that Ticketmaster enabled ticket brokers to bypass purchase limits, citing an internal email in which a senior executive admitted that the company looks the other way "as a matter of policy" to such broker conduct. Other evidence reportedly shows that Ticketmaster was aware of specific brokers who frequently engaged in such conduct. "Live Nation and Ticketmaster could have implemented measures to curtail continuing violations of ticket purchase limits," Judge Frimpong wrote. "However, the FTC maintains that Live Nation and Ticketmaster 'have reduced, discontinued, or declined to implement the use of tools that could effectively enforce ticket limits against brokers,' thereby enabling circumvention." The complaint therefore illustrates that Live Nation and Ticketmaster were aware of such violations and allowed brokers to bypass ticket purchase limits - and therefore demonstrates a strong enough argument to proceed to trial. The court's decision comes as Live Nation awaits the results of its appeal and the sentencing of its highly publicized antitrust trial. A jury determined that the two companies actively worked to suppress their competition, but it remains unclear whether the court will heed the requests of dozens of state attorneys general and break up the Live Nation-Ticketmaster marriage.
NIVA questions Live Nation deal. The peak body for independent venues in the US, NIVA, as well as a number of other companies, have formally objected to the settlement the Department of Justice struck with Live Nation and Ticketmaster, arguing it lets the company hold onto most of its market rather than breaking it up. The National Independent Venue Association have lodged an objection ahead of the court's review, alongside Live Nation's rivals AEG, SeatGeek and TicketNetwork. AEG says Ticketmaster keeps 85 per cent of the market under the deal, with only around 170 events opened up to competitive bidding. SeatGeek says the settlement does nothing to stop Ticketmaster retaliating against venues that use rival ticketing, pointing to the "retaliation insurance" Ticketmaster has reportedly offered eight venues to cover exactly that risk. NIVA has gone hardest, calling for Live Nation and Ticketmaster to be split apart altogether, for Live Nation to sell off its artist management arm, and for a hard cap limiting the company to promoting no more than half of any major artist's tour dates in the US each year. NIVA's own research found tours promoted solely or mostly by Live Nation made up between 69 and 74 per cent of the top 200 tours over the past three years. Judge Arun Subramanian now has to decide whether to approve the settlement, which includes a US$280.4 million fund and an eight-year consent decree but no requirement to break the companies up. He's due to rule sometime between mid-September and mid-October. It's the same case ALMBC flagged back in September after the US administration stepped in ahead of the department's original push to break up Live Nation, and it's worth watching given how much of Australia's own touring and ticketing market runs through the same company. * September 25, 2026 * ALMBC
Big Blue Madness tickets sold out in just 22 minutes. Posted on Sep 18, 2026 Big Blue Madness tickets sold completely out in just 22 minutes this afternoon. Madness will tip off the 2026-27 Kentucky men's and women's basketball seasons on Friday, Oct. 2 at 7 p.m. at Rupp Arena. Book Game Tickets Here are more details from UK Athletics: Discover more Sports betting tips Get Basketball Shoes Book Game Tickets LEXINGTON, Ky. - Big Blue Nation has risen to the occasion once again, claiming all available tickets for this season's Big Blue Madness presented by Ronald McDonald House Charities of the Bluegrass in just 22 minutes. The tipoff event for the 2026-27 Kentucky men's and women's basketball seasons will take place on Friday, Oct. 2 at 7 p.m. at Rupp Arena at Central Bank Center. Additional event details, including schedule information and broadcast details, will be announced at a later date. For fans who were unable to claim tickets, SEC Network+ will stream the event live. Fans are also encouraged to save the date for the return of Big Blue Madness Fan Fest presented by Kroger, which is set for Saturday, Oct. 3. Additional details regarding Fan Fest activities and programming will be announced soon. UK Athletics strongly discourages fans from buying or selling their Big Blue Madness tickets. Additionally, ticket holders should be aware of the potential risks of posting pictures of their tickets, specifically the barcode, on the internet in any way. For more information about ticket security, visit ukathletics.com/ticketing/ticket-security/. SafeTix returns this season as an additional feature on mobile tickets. To fight fraud, Ticketmaster launched SafeTix, which uses an encrypted barcode that automatically refreshes every 15 seconds, or a tap-and-go ticket stored in a fan's digital wallet. The process for accessing mobile tickets has not changed; however, with SafeTix, screenshots or recordings of tickets will no longer work for entry. Fans may still transfer tickets through their accounts and the UK Athletics App. BookGame Tickets All patrons require a ticket to Big Blue Madness, regardless of age. Fans interested in purchasing new men's basketball season tickets for the upcoming year are encouraged to submit their interest here. Season ticket pricing information is available here. Fans interested in new lower-level season tickets that are available with a capital pledge commitment may contact the K Fund at (859) 257-6300 or [email protected] to learn more. Fans interested in women's basketball tickets can visit here or contact the UK Ticket Sales team at (859) 257-1818, option 1 to learn more. Single game ticket information will be available in the coming weeks. Discover more College football news College sports blog College football analysis For the latest information on Big Blue Madness, visit UKAthletics.com and follow @UKAthletics, @KentuckyMBB and @KentuckyWBB on social media.
Register first, pay later: Oasis Live '27 fixes its prices before the queue opens. Oasis announced a 38-show stadium tour for 2027 on Monday, and the ticket sale that goes with it looks nothing like the one that put Ticketmaster in front of two regulators. There is no general onsale. Fans must register by 4pm BST on Thursday 17 September, wait to be allocated a code, and buy inside a named window. Standard UK prices are published in advance at £71.50 to £266.60 including fees. For anyone who runs a sale that sells out in minutes, the change in method is the story. What did Oasis actually announce? Thirty-eight stadium dates across the UK, Ireland, mainland Europe and the United States, starting with five nights at Celtic Park in Glasgow from 21 May and finishing with four at Knebworth in September 2027. Manchester's Etihad Stadium gets eleven shows in June. Richard Ashcroft supports on every date, according to TheTicketingBusiness. The buying process is the part organisers should read twice. Everyone who wants a ticket registers first, even people already on the band's mailing list. Registrants pick up to three cities in order of preference. Automated, bulk and bot sign-ups are screened out. The lucky ones receive a unique, non-transferable code between 24 and 27 September, which unlocks one city, one purchase window and a maximum of four tickets. UK sales are then spread across Friday 25, Saturday 26 and Sunday 27 September, with three separate windows each day, so no single moment carries the whole country's demand. Why does this look so different from 2024? Because 2024 went badly, and expensively. When Live '25 went on sale in August 2024, roughly 14 million people tried to buy around 2.2 million tickets worldwide. UK fans queued for hours, then found the standing tickets they had been looking at had quietly become a second, dearer tier once the first sold out, with prices reported climbing from £135 to more than £350 at the front of the queue. The UK Competition and Markets Authority investigated and, in September 2025, took formal undertakings from Ticketmaster. The regulator did not find real-time algorithmic pricing. What it found was tiered pricing that buyers had not been told about, and "Platinum" tickets sold at roughly 2.5 times standard prices with no extra benefit over comparable seats. Ticketmaster agreed to give 24 hours' notice when tiered pricing will be used, to show price ranges to people entering a queue, to tell buyers promptly when cheaper stock runs out, and to stop using labels that imply a better product when there is none. It made those commitments without admitting liability and must report compliance for two years. In Ireland, the consumer watchdog went further and brought two alleged offences against Ticketmaster's Irish operation earlier this month. So Live '27 is not just a tour announcement. If Ticketmaster handles any of the inventory, it is the first large-scale test of rules written in response to the same band's last sale. The band did something the regulator could not force on anyone: it printed the price before opening the door. Everything the 2024 queue got wrong, from hidden tiers to surprise totals, is neutralised by that one decision. What does this mean for event organisers? Three things, and none of them requires a stadium. Registration before purchase is now the default for scarce inventory. LA28 collected 12 million registrations before selling a single ticket, and Oasis is running the same playbook with a stricter gate. The mechanism is simple: collect names first, screen them, then route each approved person to a specific window with a code. That is conditional logic and attendee routing, the thing registration software is supposed to be good at, applied to the sale itself rather than to the form. If your launch event or annual conference sells out in a morning, a registration window before the onsale spreads the load, gives you a clean list to check for duplicates and bots, and hands you a marketing audience before you have taken a penny. The registration tools you already own can do the first half of this; the code-per-window half is a matter of discipline about when you open the form. The alternative Tired of Fee Announcements? Go Flat eventcloud charges one subscription with no per-ticket fees, so platform news stops being budget news. Publish the all-in price, then hold it. The single most consequential line in Monday's announcement is a price range that includes fees. The CMA undertakings only bind Ticketmaster, but every buyer who has read about them now expects the same from you. Put the total on the event page, not on the last screen. If you use tiers, say so in advance. If a "premium" ticket carries no extra benefit, do not call it premium. Staggered windows beat one big bang. Nine UK sale windows over three days is queue management by calendar rather than by waiting room. A mid-sized conference can copy this in miniature: members on Tuesday, waitlist on Wednesday, public on Thursday, each with its own code. It costs nothing and it means a server hiccup at 9am does not eat your whole launch. The bit the fixed price does not fix. A published price range removes the surprise at checkout. It does nothing about the money that leaves the room behind it. Live '25 grossed about £397 million across 41 shows, per TheTicketingBusiness, and on a percentage-plus-fixed fee model the platform's share of that grows with every ticket sold. Multiply 2.2 million tickets by whatever the booking fee is and you have a very good year for the ticketing vendor, earned on the day of the onsale, before a single fan has walked through a turnstile. That is the quiet lesson for organisers who sell tens of thousands of tickets rather than millions. The Oasis fee is baked into a range the band chose to publish, which is honest. It is still a fee that scales with success. A registration platform priced per user rather than per ticket does not behave that way: the bill for 500 registrations and the bill for 50,000 are the same subscription, and a sell-out is a good day rather than a billing event. eventcloud charges per user per year, with unlimited events and unlimited tickets on that seat, and payments settle in the organiser's own Stripe account. The pricing page shows the seat; the maths on what a sell-out costs on a percentage model is on its 500 / 5,000 / 50,000 comparison. What to watch between now and 27 September. Whether the leaked 42-date sheet, which matched all 38 announced dates, turns out to have four more shows in it. Whether "standard" prices are the whole story or whether hospitality and VIP packages sit outside the £71.50 to £266.60 band. And, most usefully for the rest of the industry, whether nine windows and a registration gate produce a calmer weekend than one queue did in 2024. If they do, expect every promoter with a hot onsale to copy the format by Christmas. Stop paying to succeed Run your next event on Flat pricing. Unlimited tickets, registrations and events. One price, no matter how big you grow.
Ticketmaster links to Meta's Muse AI as first music partner. Ticketmaster has become the first music partner for Meta's Muse AI, enabling US users to connect their accounts for event discovery. September 11, 2026 Ticketmaster has become the first music partner for Meta's Muse AI, allowing users to connect their Ticketmaster account to a personalized agent called a Muse. The experience is currently available in English on web, iOS, and Android for users in the United States. When a fan connects the Ticketmaster connector, their Muse can surface event options that align with their interests. Fans can browse real-time event information, seating options, and ticket pricing. Once they decide to purchase, they continue to Ticketmaster's secure marketplace to complete the transaction. Ticketmaster states that most events on sale with active inventory are eligible to appear in Muse discovery results. Clients do not need additional integration work or incur additional costs to make eligible events available through the connector. Ticketmaster already has similar partnerships with several AI platforms: * Google's Gemini * OpenAI's ChatGPT * Amazon's Alexa+ * Anthropic's Claude Andreea gleeson appointed beatbread chief executive. Sonido distrito sur launched by UMG and warner chappell in ecuador. September 11, 2026