The Operational Response Manager is responsible for monitoring the various volumes workstreams within the Fan Support Operation. These workloads include our digital, non-digital platforms. They will have primary ownership to improve effectiveness. This role will be responsible for automations, identifying contact opportunities and implementing solutions as needed. To ensure the continued development you will challenge other areas of the business to amend processes and procedures.
Key responsibilities
Proactively monitor RPA (Robotic Process Automation) queues day to day, ensuring tickets are being processed correctly
Identify reasons for RPA errors and provide any quick fixes
Provide reporting on performance and volumes real time
Develop a positive understanding of Zendesk, smart help and outlier forms and how data can be used
Work with Client Support Team to identify fan issues with upcoming events
Regularly monitor performance of autoreplies, including CSAT and FCR statistics, finding opportunities to refine wording
Monitor incoming contact drivers / trends and find opportunities where automation or bulk processing could be utilized
Proactively make recommendations to improve fan experience
Work with relevant technical teams to introduce any new processes
Respond to any business disruption affecting CS and assist in solutions
About you
Has a thorough knowledge of Contact Centre/Fulfilment processes and practices




Has a thorough understanding of all Contact Center Departments including Customer Services, and Client Support
Strong leadership and communications skills
Conducts thorough searches for information when reviewing procedures or problems
Excellent time management skills and a high level of accuracy
Experience in taking complex datasets and statistical analytical techniques to produce actionable outputs
Has a thorough understanding of all Customer Service touch points and contact channels including Phone, Email, Social Media and Service Resolution Team
Strong collaborative ability to interact, influence and present to operational leaders
Has an inquisitive mind and proactive nature, will think innovatively, creatively and challenge existing processes
About us
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.
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📌 Operational Response Manager (Melbourne)
🏢 Ticketmaster
📍 Melbourne