Ticket Operations Analyst - Product Ops

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.  

The Role

The Ticketing Operations Analyst – Product Operations coordinates cross-departmental product initiatives, ensuring effective stakeholder engagement in User Acceptance Testing and managing issue tracking with product teams under the supervision of the Manager, Ticketing Operations.  The role also supports data cleansing efforts and fraud monitoring, collaborates on triage and escalation of product issues, and participates in after-hours on-call rotations as needed. 

What Will You Do?

• Recruits, coordinates, and holds accountable the business stakeholders required to complete User Acceptance Testing (UAT) on new AXS products and features, working closely with the Product Owner and Project Managers. 
• Assists with the evaluation and escalation of Global Triage bug tickets. Troubleshoots any reported issues and resolves or escalates as needed. 
• Serves as overflow support to team members responsible for creating and validating fees, investigating fee variance tickets, and managing Apex user accounts. 
• Assists with completing client and promoter requests for OTL sweeps, generating reports on problematic orders for clients, and coordinating the bulk cancellation of orders in violation of ticket limits. 
  
• Participates in an on-call rotation with other department staff to assist with daily bulk refunds for rescheduled events and triaging emergency requests after hours and on weekends. 
• Provides general and project-specific assistance as needed to the other Ticketing Operations staff under the supervision of the Manager, Ticketing Operations. 

What Will You Bring?

• BA/BS Degree in Computer Science, Business Administration, or Marketing major preferred. 
• 2-4 years of significant experience in live event ticketing and/or ticketing software administration may be substituted for equivalent education depending on the nature of the work experience. 
• Ability to independently manage complex projects
• Familiarity with software testing protocols  
• Excel experience required, including a familiarity with data parsing and vlookup functions 
• Strong communication skills and the ability gracefully enforce accountability standards 
• Ability to juggle