Ticketing Operations Analyst - Product Ops

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.

The Role

The Ticketing Operations Analyst – Product Operations coordinates cross-departmental product initiatives, ensuring effective stakeholder engagement in User Acceptance Testing and managing issue tracking with product teams under the supervision of the Manager, Ticketing Operations. The role also supports data cleansing efforts and fraud monitoring, collaborates on triage and escalation of product issues, and participates in after-hours on-call rotations as needed.

What Will You Do?

• Recruits, coordinates, and holds accountable the business stakeholders required to complete User Acceptance Testing (UAT) on new AXS products and features, working closely with the Product Owner and Project Managers.
• Assists with the evaluation and escalation of Global Triage bug tickets. Troubleshoots any reported issues and resolves or escalates as needed.
• Serves as overflow support to team members responsible for creating and validating fees, investigating fee variance tickets, and managing Apex user accounts.
• Assists with completing client and promoter requests for OTL sweeps, generating reports on problematic orders for clients, and coordinating the bulk cancellation of orders in violation of ticket limits.
• Participates in an on-call rotation with other department staff to assist with daily bulk refunds for rescheduled events and triaging emergency requests after hours and on weekends.
• Provides general and project-specific assistance as needed to the other Ticketing Operations staff under the supervision of the Manager, Ticketing Operations.

What Will You Bring?

• BA/BS Degree in Computer Science, Business Administration, or Marketing major preferred.
• 2-4 years of significant experience in live event ticketing and/or ticketing software administration may be substituted for equivalent education depending on the nature of the work experience.
• Ability to independently manage complex projects
• Familiarity with software testing protocols
• Excel experience required, including a familiarity with data parsing and vlookup functions
• Strong communication skills and the ability gracefully enforce accountability standards
• Ability to juggle multiple pressing priorities and meet aggressive deadlines
• Flexibility in adapting to rules and processes that frequently evolve

At AXS, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box" in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

Pay Scale: $62,000 - $70,000

Bonus: This position is eligible for a bonus under the current bonus plan requirements.

Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings. Currently, full time employees are eligible for these benefits on the first day of employment.

*Employer does not offer work visa sponsorship for this position.

What’s in it for You?