Ticketing Operations Team Leader
Reporting to the Head of Ticketing Operations, this role is based in ATG’s London office. The post holder will work closely with the Ticketing Operations Manager to coordinate and oversee the day‑to‑day work of the Ticketing Operations team, ensuring tasks are completed efficiently and accurately and service levels are maintained. Your direct reports are the Ticketing Operations Associates.
You will have an excellent level of system and configuration skills and be able to use this to support the team and the business with queries and new initiatives. You’ll use your experience and expertise to support skills development within the team.
The post holder will work closely with the Ticketing Systems team and a variety of departments across ATG including eCommerce, Sales and Revenue, Marketing, Programming, Box Offices, Contact Centre, Finance, Bolt and external promoters and producers.
This is a great opportunity to enhance your technical and leadership skills in an internationally growing business and a role that will give you exposure to a range of products and teams across the ATG network.
Key Responsibilities
Team Leadership
* Manage, support and train the Ticketing Operations Associates to configure events on our ticketing system, AudienceView, for venues across the entire ATG estate, with a focus on entry level set up through to regional tours and third‑party events.
* Complete system configuration to the highest level of accuracy and in line with department objectives and commercial policies, with a particular reference to accuracy of financial values.
* Complete tasks within the Ticketing Operation SLAs and in accordance with defined processes and best practice guidelines.
* Provide post‑on‑sale show maintenance including configuration of offers and reporting.
Process Improvement
* Improve and refine business processes to ensure maximum efficiency and automation, leveraging the full potential of technology within the business.
* Use our task management system, Zendesk, to report and analyse team performance and identify opportunities for training, efficiency, and automation.
* Deputise for the Ticketing Operations Manager in their absence, including coordinating on‑sale tasks, leading high‑priority on‑sale calls, and monitoring workload for the Operations team.
Knowledge Sharing and Skills Development
* Develop an expert understanding of the organisation’s ticketing and associated platforms.
* Work with the Ticketing Operations Manager to establish a regular training programme; lead and participate in training sessions for the wider Operations team and other system users, including Box Offices, third‑party Box Office teams and Contact Centre.
* Work with the Ticketing Operations Manager to maintain and expand the Ticketing Operations guides and Knowledge Base, ensuring all processes are documented and up to date.
* Establish a detailed understanding of ATG’s key business processes, particularly e‑commerce, financial reconciliation, and retail, to provide support and advice to colleagues, producers and system providers.
Project Coordination and Escalation
* Be a point of escalation and manage any tasks that may fail to be completed within the Ticketing Operations SLAs or that require additional support.
* Provide troubleshooting services across Ticketing Operations and ensure best practice is followed.
* Work with the Ticketing Operations Manager to coordinate project‑based work, ensuring deadlines are met; coordinate the work of the team and other stakeholders, or undertake specific projects as needed.
* Develop a detailed understanding of the business API solutions, working with colleagues to monitor performance and troubleshoot issues.
* Develop an expert understanding of our queuing system and work with the Senior Specialist, Ticketing Systems and Ecommerce to oversee daily queue management; report on queue data and work with the Head of Ticketing Operations to stay within contractual terms.
* Support the Ticketing Systems team during busy periods or with project work.
Qualifications
Essential
* A high level of accuracy and attention to detail
* Self‑motivated and organised, with a flexible and proactive approach to problem solving
* Able to forecast issues and handle last‑minute projects to meet deadlines
* Experience within a ticketing services (including Box Office) or systems team with knowledge of event configuration
* Competent in using Microsoft Excel
* Experience pulling, creating and analysing reports
* A talent for teaching and supporting the development of others
Desirable
* Experience using AudienceView for event configuration and reporting
* Experience managing a team
* Experience delivering effective training
* Knowledge of the live entertainment or commercial theatre sector
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