Job Summary: FULFILLMENT LEAD Location: Austin, TX Division: Ticketmaster NA – Festivals & GA (Front Gate Tickets) Line Manager: Director, Fulfillment Contract Terms: Permanent, 40-hours per week THE TEAM Front Gate Tickets is North America’s leading software and operations provider for the festival market, granting 4.5M fans access to once-in-a-lifetime experiences on an annual basis. We provide technical solutions for e-commerce ticketing, access control, data management and fan engagement. We partner and run on-site operations for over 150 festivals each year and are on a massive growth trajectory matched by no one in the industry. We do it for the fans! Front Gate Tickets is owned by Live Nation Entertainment and acts as Ticketmaster’s festival arm. We are headquartered in Austin, TX but have a mix of local and remote employees on the team and throughout the organization. THE JOB The Fulfillment Lead is responsible for overseeing all aspects of Front Gate Tickets fulfillment processes, including but not limited to, directing the work of regular and temporary staff, ensuring customers receive their correct orders in good condition and on schedule, fostering and maintaining good vendor relationships, and resolving fulfillment issues. WHAT YOU WILL BE DOING + Supervise fulfilment floor in processing and completion of orders to ensure accuracy and security for each customer. + Supervise and lead up to 100 team members through daily tasks as assigned and advised by the Director of Fulfillment. + Collaborating with Project Managers in completing project goals in a timely manner. + Monitor and report on various fulfillment center activity, trends, challenges. + Resolve escalated fulfillment issues on an as needed basis. + Oversee, improve, and maintain all aspects of organized and effective processes for order fulfillment. + Support in management of Fulfillment Representatives, including giving direction, continued training, and encouraging proper professional behaviour. + Help to deliver the best ticket buying experience in the world, no matter the obstacle. + Execute other projects and daily duties as assigned. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) + Experience working on a Fulfillment team. + Demonstrated ability to supervise and manage a warehouse team. + Solid communication skills, including presentation, written, and listening. + Extremely well organized and works efficiently with minimal supervision. + Strong attention to detail. + Comfort and experience interfacing with various levels of staff and management. + Proficiency with MS Office Suite such as Word, Excel, and Outlook. + Business level fluency in English, both oral and written. + Bilingual in Spanish a plus! + Basic knowledge of the viral nature of the live event industry and experience with the live event lifecycle. + Proven ability to work in a fast-paced team environment, while juggling multiple priorities and projects. + Ability to handle pressure and challenging situations. + Able to lift and carry up to 50 pounds unassisted. YOU (BEHAVIOURAL SKILLS) + Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right. + Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathize and understand where others are coming from; I show recognition and appreciation for the contributions of others. + Act with Integrity – 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. EQUAL EMPLOYMENT OPPORTUNITY We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis. HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.