Senior Director, Fan Support Operations APAC

Live Nation Entertainment Inc; Manila; On-site; PHP 6,000,000 - 12,000,000; Full time

Job summary

Live Nation Entertainment Inc, home to Ticketmaster Fan Support, is seeking a Senior Director APAC in Manila to lead regional Fan Support strategy and operations. You will partner with APAC Managing Directors and local leaders to drive fan-centric outcomes across markets, aligning priorities and delivering scalable solutions with global teams.

The role emphasizes governance, operational excellence, and continuous improvement, with a focus on fan experience, CSAT, and service standards.

Qualifications

• 6+ years in customer support, contact center, or operations leadership, including multi-market experience.
• Strong understanding of fan support operations, service delivery, and performance management.
• Ability to partner with stakeholders, identify risks, and drive execution across markets.

Responsibilities

• Provide strategic direction and operational oversight for APAC Fan Support across markets.
• Collaborate with APAC MDs and local leaders to align priorities and improves fan experience.
• Escalate risks, blockers, compliance needs, and opportunities with clear recommendations.
• Lead governance via weekly, monthly, and quarterly business reviews using data and insights.
• Ensure high-quality service delivery across digital and non-digital channels and improve CSAT/FCR/SLA.
• Coordinate with HR, Legal, Product, and local ops teams on staffing, processes, and tooling.
• Drive continuous improvement to simplify workflows and scale best practices across APAC.

Skills

Fan Support operations

Regional leadership

Stakeholder partnership

Data-driven decisions

Governance & business reviews

People leadership

Bilingual English/Spanish

Project management

Job description

Job Summary

JOB DESCRIPTION: Senior Director, Fan Support Operations APAC Location: Manila, Philippines Division: Ticketmaster Fan Support Line Manager: Vice President, Fan Support Contract Terms: Permanent, Fixed Term, 40 hours per week

THE TEAM

The Fan Support team at Ticketmaster cares passionately about every fan interaction across our marketplace, especially those that involve our customer support teams. As the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points, and driving best-in-class interactions with our brands.

THE JOB

The Senior Director APAC is responsible for leading Fan Support strategy and operations across the APAC region, providing strong regional oversight, market partnership, and executional leadership to improve the fan experience. This role works directly with APAC Managing Directors, local market leaders, and global Fan Support teams to align priorities, identify risks and opportunities, and elevate market needs with clear recommendations and follow-through. The position is accountable for driving governance, operational excellence, service performance, and continuous improvement across APAC markets, using fan feedback, performance data, market insights, and business priorities to strengthen outcomes for fans, teams, and the business. As a regional leader, the Senior Director APAC will help shape scalable solutions, support global alignment, and build a culture of accountability, collaboration, innovation, and service excellence.

WHAT YOU WILL BE DOING

• Serve as the regional Fan Support leader for APAC, providing strategic direction, operational oversight, and consistent leadership across APAC markets.
• Partner directly with APAC Managing Directors and local market leaders to understand business priorities, fan impacts, market-specific challenges, and opportunities to improve the end-to-end support experience.
• Act as the primary escalation point between APAC markets and global Fan Support leadership, ensuring risks, blockers, compliance needs, operational gaps, and business opportunities are surfaced quickly with clear recommendations and follow-through.
• Drive strong governance through weekly, monthly, and quarterly business reviews, using data, fan feedback, market insights, and performance trends to create visibility, accountability, and action-oriented decision making.
• Ensure high-quality service delivery and operational excellence across digital and non-digital support channels, with a focus on improving CSAT, FCR, quality, SLA performance, backlog health, and overall fan outcomes.
• Partner with Workforce Planning, Resource Management, Quality, Training, Reporting, Product, Technology, Legal, and local Operations teams to align staffing, processes, tools, compliance requirements, and market readiness.
• Lead continuous improvement initiatives that simplify workflows, reduce customer pain points, improve agent effectiveness, and create scalable best practices across APAC markets.
• Identify regional trends, emerging risks, event-driven impacts, and market opportunities, translating them into clear business cases, action plans, and escalation paths for global support and investment.
• Represent global Fan Support locally by influencing alignment, strengthening market partnerships, and ensuring global standards are applied in a way that reflects APAC business needs and local market nuances.
• Build, coach, and develop high-performing teams by setting clear expectations, reinforcing accountability, supporting talent development, and creating a culture of collaboration, ownership, and service excellence.
• Acknowledge and elevate employee relations matters to the appropriate internal or third-party HR stakeholders while ensuring consistent adherence to applicable policies, practices, and local market requirements.
• Travel locally and internationally as needed to strengthen market relationships, support operational consistency, and ensure effective execution of regional and global priorities.

WHAT YOU NEED TO KNOW (QUALIFICATION AND TECHNICAL SKILLS)

• Minimum of 6+ years of customer support, contact center, or operations leadership experience, with demonstrated experience leading multi-market or regional teams.
• Strong understanding of Fan Support operations, service delivery, workforce planning, quality, training, reporting, and performance management in a fast-paced, high-volume environment.
• Proven ability to partner with key stakeholders to align priorities, influence outcomes, and drive execution across diverse markets.
• Experience identifying, escalating, and resolving operational risks, compliance needs, customer pain points, and market-specific challenges with clear recommendations and follow-through.
• Ability to use data, fan feedback, market insights, and performance trends to assess business impact, create action plans, and drive continuous improvement across CSAT, FCR, quality, SLA, backlog, and overall fan outcomes.
• Strong governance and business review experience, including the ability to lead weekly, monthly, and quarterly operating rhythms that create visibility, accountability, and timely decision making.
• Ability to organize and manage multiple projects, priorities, escalations, and market initiatives simultaneously while delivering results on time.
• Excellent problem-solving, organizational, and communication skills, with a solution-oriented approach and strong commitment to quality, performance, and service excellence.
• Strong people leadership skills, including the ability to coach, develop, influence, and build high-performing teams in a collaborative and accountable culture.
• Must be fluent in both English and Spanish, including verbal and written communication in both languages.

YOU (BEHAVIOURAL SKILLS)

• Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high quality work on time and on task. Must be willing to take the time to do things right.
• Act with Integrity – As a leader I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.

LIFE AT TICKETMASTER

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. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team. Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent. Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.