Senior Manager, Platform Operations

Jackalope Digital LLC; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work environment

Work from anywhere up to 4 weeks per年

Generous pension match

Complimentary tickets to shows and ev

Employee Assistance Programme

Annual Professional Development Budget

Cycle to work scheme

Job summary

TodayTix Group is a leading live-entertainment e-commerce platform in the UK, connecting audiences to experiences and tickets with a fast, data-driven approach.

We’re seeking a generalist operator who moves across strategy, analytics, and product, owning end-to-end problem spaces from identification to delivery and measurement. You’ll work across e‑commerce, CX, data, and operations, building dashboards and AI-driven improvements.

Qualifications

• 5+ years of professional experience across strategy, analytics, and operations.
• Strong analytical skills with data-driven decision making.
• Fluency with AI tools as part of daily workflow.

Responsibilities

• Own problem spaces across e-commerce, CX, and operations end-to-end — define success criteria, build dashboards, run analysis, and present actionable reads to leadership.
• Dig into customer and operational data to identify problems worth solving and partner with product and engineering to implement.
• Talk to customers, operators, and support agents to build qualitative context around quantitative signals.
• Build prototypes, dashboards, automations, and analyses using SQL, spreadsheets, and AI tools.
• Write clear problem statements, ownership, and next steps to accelerate execution.

Skills

SQL

Data visualisation

Analytical skills

Customer empathy

AI tools

Tools

Spreadsheets

Lightweight apps

AI tools

Job description

About TodayTix Group:

TodayTix Group (TTG) is the global e-commerce leader for cultural experiences, designing frictionless discovery and purchase journeys through innovative product design and industry-leading technology. Our portfolio of brands— including TodayTix, New York Theatre Guide, London Theatre, Show-Score, Arthouse, Arthouse London, and Secret Cinema – connect millions of customers with the best in live entertainment.

Powered by vast data and insights, TTG helps theatres, producers, and cultural institutions reach highly engaged audiences and unlock meaningful revenue, transforming how tickets are sold across the world.

In 2025, TTG entered a new chapter as part of MARI, the global events and experiences company powering world-defining live experiences. Together, we’re expanding our reach, deepening our impact, and accelerating a shared vision to redefine the event lifecycle through seamless discovery, purchase, and engagement.

We thrive in a nimble, growth-oriented environment where adaptability, curiosity, and a bias toward action help us stay ahead of the curve. We move quickly, iterate often, and expect everyone to take ownership of their impact - because we're building the future of live events, and there’s no script for what comes next.

New joiners are set up for success with a 90-day onboarding journey, complete with clear goals and measurable milestones. We believe feedback fuels growth, so we hold twice-yearly performance reviews focused on impact and development.

Above all, you’ll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work.

We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to apply.

About the Role:

TodayTix Group is on a mission to find a seat for everyone. We connect audiences to live entertainment experiences they'll love, making it easier, faster, and more joyful to discover and buy tickets. We're a diverse, dynamic team united by a shared love for live events. We foster an environment of innovation, collaboration, and continuous learning, offering unparalleled opportunities to make a meaningful impact.

We're looking for a generalist operator to join the team — someone with sharp judgment, a bias to action, and the instinct to dig into a problem, figure out what to measure, and ship a solution without waiting for instructions. You'll work across e-commerce, customer experience, data, and operations — owning problem spaces end-to-end from identification through delivery and measurement.

This isn't a role where you sit in a lane. You'll move between strategy, analysis, customer insight, and hands-on building depending on what the problem requires — and you like it that way. You might come from analytics, product management, operations, or something else entirely. Over time, the role may specialise based on your strengths and where the business needs you.

You reach for data before forming an opinion, talk to customers before assuming you understand the problem, and use AI tools to move faster than traditional workflows allow.

Please note: This is a full-time position. Qualified candidates must be based in the Greater London area. We encourage collaboration by working a minimum of 2 days per week in the office, with flexibility to choose where you work for the rest of the week.

What Success Looks Like:

• Problems found and solved → You consistently spot problems worth solving and drive them to resolution. Example: you notice our cancellation policy is generating avoidable refund volume, analyse the alternatives and their impact, recommend a change, and lead the implementation through to measurement.
• Customer signal in the room → Customer feedback, support data, and behavioural signals visibly influence what gets built. You're the person who brings "here's what customers are actually experiencing" into prioritisation, backed by data.
• Measurement that matters → New capabilities ship with success criteria defined upfront and honest reads after. You tell us what worked, what didn't, and what to do about it.
• Clarity that moves people → When you frame a problem, write a recommendation, or present a post-launch read, people act on it. Engineers and operators are faster because you made the next steps obvious.
• Expanding scope → Over time, you own more because you've earned trust through execution. Harder problems come your way because the earlier ones are handled.

What You'll Do:

• Own problem spaces across e-commerce, CX, and operations end-to-end — define success criteria, build dashboards, run analysis, and present actionable reads to leadership.
• Dig into customer and operational data to find the problems worth solving, then partner with product and engineering to solve them.
• Talk to customers, operators, and support agents to build qualitative context around quantitative signals.
• Build prototypes, dashboards, automations, and analyses using whatever tools fit — SQL, spreadsheets, AI tools, lightweight apps. You don't wait for someone else to build it.
• Write things down: frame problems, define ownership, and make next steps obvious so engineers and operators can move faster.
• Partner with the data team on metrics definitions, data quality, and self-service capabilities.

We're Looking for Someone With:

• 5+ years of professional experience with real reps across different types of work. Your background doesn't need to map perfectly to this role — but you bring the maturity and judgment that comes from having shipped, failed, and iterated.
• Energised by breadth and ownership — you want to do more and own more than your current role lets you.
• A track record of moving from problem identification to shipped solution without heavy direction — show us the thing you built, not just the deck you presented.
• Strong analytical skills: comfortable with SQL, data visualisation, and translating data into recommendations.
• Customer empathy — you've talked to real users and changed your mind based on what you heard.
• Builder mentality — you've made things (any stack, any domain) and you're comfortable picking up tools, data, and automation to get something working.
• Fluency with AI tools as part of your daily workflow — not occasional use, habitual use.
• Clear, concise written and verbal communication — you explain the "so what," not just the "what" using only as many words as necessary.
• Self-directed but coachable — you take initiative and own outcomes, but you adapt when the direction changes and let the work speak for itself.
• Bonus: experience in live entertainment, ticketing, or marketplace businesses.

Good To Know:

• Hybrid work environment (blend of in-office and at-home days)
• Up to 4 weeks per year of flexible 'work from anywhere'
• Generous pension match
• Access to a bespoke Pension scheme
• Complimentary tickets to shows and events
• Employee Assistance Programme
• Access to a corporate rate Vitality PMI plan
• Healthcare cash planSeason Ticket loans
• Birthday off
• Three months of fully paid Parental Leave
• Employee Charity Donation Matching
• Annual Professional Development Budget
• Cycle to work scheme
• Employee Referral Bonus

TodayTix Group is proud to be an equal opportunity employer, committed to fostering a workplace that celebrates diversity and inclusion. We welcome candidates of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital or veteran status, pregnancy, disability, or any other characteristic protected by law. We are also committed to providing reasonable accommodations for applicants and employees based on their religious practices, mental health, or physical needs.

TTG is dedicated to conducting all aspects of our business ethically and with integrity, in full compliance with the UK Modern Slavery Act 2015. TTG maintains a zero-tolerance approach to modern slavery, human trafficking, forced labour, and any form of exploitation. We extend these high standards to all employees, contractors, partners, and suppliers. Everyone working with or on behalf of TTG must ensure that our operations and supply chains remain free from any practices that could constitute modern slavery or human trafficking.

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