Senior Manager, B2C Operations

Automatiq is looking for a Senior Manager of B2C Operations to lead consumer support for our secondary ticketing business. Consumers reach us and our partners across phone, chat, email, and messaging, with questions that range from routine order help to time-sensitive issues on event day, and this role will own the quality and consistency of that experience.You'll manage the day-to-day of an offshore support operation, working through a BPO partner to run the team, hold it to our service standards, and keep improving how it performs as volume grows. Much of the job is making an offshore team operate like an extension of Automatiq: strong training, clear escalation paths, and metrics that hold up.Prior experience leading and scaling offshore B2C customer support teams in the secondary ticketing industry is essential for this role.

Requirements

Build and refine the operation. Partner with leadership to design and operate the offshore contact center - operating model, staffing plan, tooling, workflows, and escalation pathsOwn the offshore/BPO relationship day-to-day. Help to ramp up and manage the offshore BPO partner. Set expectations, hold the partner to SLAs and quality standards, and manage the day-to-day relationship as the operation scalesBuild the team and the training. Design and implement the agent training and onboarding program, including ticketing-specific knowledge, brand voice, and the judgment needed to resolve high-stakes, real-time issuesDeliver best-in-class, multichannel consumer support. Oversee support across channels, from general inquiries to real-time troubleshooting for consumers trying to access their events, ensuring fast, accurate, on-brand resolution under pressureManage to metrics. Help to define and manage the KPIs that matter (response and resolution times, CSAT, quality, escalation rates). Build the reporting and QA cadences that keep performance visible and improvingProtect the brand experience. Ensure every interaction reflects Automatiq and its partner’s standards and commitment to fansScale and improve. Continuously refine staffing, processes, and tooling as volume grows

Qualifications

Manager-level customer service experience in the B2C ticketing space: You have managed consumer support teams for a ticketing marketplace, primary/secondary seller, or comparable live-events business. You have experience with real-time, high-stakes support scenarios (denial of entry and day-of-event escalations)Direct experience managing offshore support operations and BPO partners: You know how to hold vendors accountable to SLAs and qualityProven experience designing and running agent training and onboarding programsStrong command of contact center KPIs, QA, and multichannel support operations (voice, chat, email, and messaging)Preferred: Experience building and scaling support teamsLocation & TravelThis role is US-based and can be remote or hybrid. Periodic international travel to the offshore support site will be required.About UsAutomatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology suite streamlines the entire ticket resale process, from effortlessly listing tickets on multiple exchanges to dynamically adjusting prices based on market shifts, and even ensuring tickets reach event-goers promptly.We are data-driven and customer-obsessed as we work to solve interesting and complicated challenges in a fast-growing global market. We are equally relentless in maximizing our team’s career goals and aspirations by building a company of people who share the same drive and passion. If you are looking for a culture based on great people, technical excellence, and continued growth — where your contributions and ideas really do make a difference — come join us at Automatiq!Automatiq is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.This position will remain open until filled. Applications are reviewed on a rolling basis.Fair Chance Notice for California ApplicantsAutomatiq considers qualified applicants with arrest or conviction records. Criminal history disclosure or background checks occur only after a conditional job offer.A criminal history may have a direct, adverse, and negative relationship with the following duties of the role:Access to sensitive financial and banking information, transaction data, privileged information, proprietary information, etc. Interactions with customers, employees, vendors, agents, and third parties. Such a history may potentially result in the withdrawal of a conditional offer of employment. If a conviction directly related to the job raises concerns, candidates will have the opportunity to explain circumstances surrounding the conviction, provide mitigating evidence, or dispute the background report.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.