APAC Fan Support Operations Director

Ticketmaster; Manila; Vor Ort; PHP 9.452.000 - 13.233.000; Vollzeit

Zusammenfassung

Ticketmaster is seeking a Senior Director APAC Fan Support Operations to lead strategy and operations across the APAC region from Manila, Philippines. You will partner with APAC MDs and local leaders to improve the fan experience, governance, and service performance while driving continuous improvement and scalable solutions across markets.

The role requires strong leadership, cross‑functional collaboration, and a data‑driven approach to identify risks and opportunities and translate them into

Qualifikationen

• 6+ years of customer support, contact center, or operations leadership experience.
• Experience leading multi‑market or regional teams.
• Strong governance, reporting, and performance management skills.

Aufgaben

• Provide strategic direction and operational oversight across APAC markets.
• Collaborate with APAC Managing Directors and local market leaders to align priorities.
• Escalate risks, blockers, and compliance needs with clear recommendations and follow‑through.
• Lead governance reviews (weekly, monthly, quarterly) using data and market insights to drive action.
• Ensure high‑quality service delivery across digital and non‑digital channels with a focus on CSAT, FCR, SLA.
• Partner with global and local teams to align staffing, tools, and processes.
• Drive continuous improvement to simplify workflows and scale best practices across APAC.
• Identify market trends and opportunities, translating them into clear business cases.

Kenntnisse

Leadership experience

Multi‑market oversight

Data‑driven decision making

Stakeholder management

English and Spanish fluency

Jobbeschreibung

Ticketmaster is seeking a Senior Director APAC Fan Support Operations to lead strategy and operations across the APAC region from Manila, Philippines. You will partner with APAC MDs and local leaders to improve the fan experience, governance, and service performance while driving continuous improvement and scalable solutions across markets.

The role requires strong leadership, cross‑functional collaboration, and a data‑driven approach to identify risks and opportunities and translate them into