Director of Operations

We are looking for an experienced Director of Operations to lead our Operations department, the team responsible for turning purchased ticket inventory into fulfilled, profitable outcomes. Reporting to the Integrator, you'll own department strategy and execution, design and document our core processes, manage tactical marketplace relationships, and drive Ops performance and continuous improvement. You'll lead a team spanning order support & fulfillment, and analytics/team leadership, ensuring service levels, accuracy, and throughput targets are consistently met while growing your team's capability.

Culturally, you're:

• A deeply curious leader who asks questions, avoids assumptions, and brings a beginner's mindset to understanding the marketplace and the team

• Relentlessly driven, focused, persistent, and committed to hitting operational targets, always seeking the next improvement rather than settling

• Someone who gives and receives honest, compassionate feedback; transparent with your team and stakeholders, without political games

• A true team player who prioritizes team wins over individual credit and goes the extra mile to help peers and direct reports succeed

• Someone who owns outcomes fully, acknowledging mistakes openly and taking full accountability for your department's results

Job Responsibilities:

• Own Lead, Manage, Accountability (LMA) for the Operations department, translating company strategy into department-level execution
• Design, document, and continuously refine core operational processes spanning order fulfillment, quality assurance, and issue/case resolution
• Manage marketplace relationships at a tactical, day-to-day level, coordinating directly with partner platforms to resolve issues and maintain healthy operations
• Drive Ops performance and continuous improvement, setting scorecard measurables and holding the department accountable to throughput, accuracy, and service-level targets
• Lead and develop a team across multiple functions: support associates (order & inventory readiness, fulfillment accuracy & throughput, case resolution), and analytics/team leadership (shift leadership & task allocation, volume surge coordination, inventory anomaly detection, busted order recovery & penalty mitigation, team capability development)
• Coordinate cross-functionally with Revenue, Technology, and Finance to keep department execution aligned with company-wide goals

Requirements

• Have 5+ years of experience in operations management, ideally within e-commerce, marketplace, ticketing, or another high-volume transactional environment
• Have 3+ years leading and developing multi-function teams (e.g., support/fulfillment, quality assurance, analytics or reporting)
• Demonstrate a track record of designing and documenting scalable operational processes
• Have experience managing external partner or marketplace relationships at a tactical, day-to-day level
• Have experience setting and driving measurable performance targets (KPIs/scorecards) and continuous improvement initiatives
• Possess strong written and verbal communication skills across technical and non-technical stakeholders

Benefits

• Opportunities for growth and advancement
• Competitive compensation package, including Maxicare HMO