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Polish Operations Team Lead

2 tygodni temu

Warszawa, Mazovia, Polska Live Nation Pełny etat
Job Overview

The Operations Manager Poland role is a senior leadership position within the Global Support & Operations Organization, responsible for developing and delivering the Operational Model and Strategy at the local level.

About the Role

This position supports Regional and Global Leadership teams in providing leadership for employees and delivering outstanding client support to the client roster in Poland. Accountability includes meeting service level standards, driving efficiencies, and ensuring teamwork in compliance with company policies and procedures.

Responsibilities
  • Local Operations Team Leadership:
  • Lead and manage the local market team of Client Support and Event Programming specialists.
  • Build, develop, and uplift Client Support and Event Programming local organization and roles in alignment with the Global Support & Operations principles.
  • Build and cultivate excellent client and cross-vertical relationships.
  • Facilitate employee development through continuous education, training, and communication routines.
  • Ensure teamwork in compliance with company policies and procedures.
  • Provide direct report to the team and ensure performance, discipline, and attendance.
  • Assist in employee recruitment processes, performance evaluations, and retention activities.
  • Work with other functional verticals to promote best practices and implement cross-functional strategies.
  • Be an ambassador of a culture of innovation and service excellence.
  • Regularly communicate on strategy, initiatives, projects, and operational performance KPIs.
  • Own local market operations KPIs and OKRs.
  • Manage local vendors' relationships.
Client Support
  • Accountable for client support and service quality across the local market.
  • Oversee support provided to the local clients for all Ticketmaster ticketing systems in use.
  • Develop and coach client support specialists in maturing support levels.
  • Identify areas of improvement and develop action plans.
  • Directly responsible for providing client support to key strategic clients.
  • Provide onsite event support and after-hours office support as needed.
Event Programming
  • Ensure global/international event programming best practices are implemented.
  • Facilitate training and development of Event Programming Specialists.
  • Track and manage event programming discrepancies from a continuous improvement angle.
  • Develop procedures to improve local team support for clients programming their own events.
  • Accountable for the Event Onsale Schedule and Event Maturing Calendar.