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Senior Manager, B2C Operations

1 hour, 14 minutes ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Apply Now
Automatiq

Automatiq

Automatiq is a leading company in the ticket pricing and distribution industry, formed through the merger of Broker Genius and Seat Scouts. Founded in 2022, Automatiq's data-driven automation platform has facilitated over $6 billion in ticket sales and...

Internet Software & Services
51-250
Founded 2013
View All Jobs 4

Description

  • Design and operate the offshore contact center model, including staffing, tooling, workflows, and escalation paths.
  • Manage the day-to-day relationship with the offshore BPO partner and hold it accountable to SLAs and quality standards.
  • Create and manage agent training and onboarding covering ticketing knowledge, brand voice, and high-stakes issue resolution.
  • Oversee multichannel consumer support across phone, chat, email, and messaging.
  • Ensure fast, accurate support for routine inquiries and time-sensitive event-day issues, including access problems and denied entry.
  • Define and manage KPIs such as response time, resolution time, CSAT, quality, and escalation rates.
  • Establish reporting and quality-assurance processes to monitor and improve performance.
  • Maintain Automatiq and partner brand standards across all consumer interactions.
  • Optimize staffing, processes, and tools as support volume grows.

Requirements

  • Manager-level experience leading B2C customer support teams in the secondary ticketing, ticket marketplace, or comparable live-events industry.
  • Experience handling real-time, high-stakes support scenarios such as denied entry and day-of-event escalations.
  • Direct experience managing offshore support operations and BPO partners.
  • Ability to manage vendors against SLAs and quality standards.
  • Experience designing and running agent training and onboarding programs.
  • Strong knowledge of contact center KPIs, quality assurance, and multichannel support operations.
  • Experience supporting voice, chat, email, and messaging channels.
  • Experience building and scaling support teams preferred.
  • US-based; available for periodic international travel to the offshore support site.

Interested in this position?

Apply directly on the company website

Apply Now

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