Ticket Operations Analyst - Product Ops
The Ticket Operations Analyst – Product Operations at AXS plays a pivotal role in coordinating cross-departmental product initiatives, ensuring effective stakeholder engagement in User Acceptance Testing (UAT), and managing issue tracking with product teams under the supervision of the Manager, Ticketing Operations. This position also supports data cleansing efforts, monitors fraud, collaborates on triage and escalation of product issues, and participates in after-hours on-call rotations as needed.
Key responsibilities include recruiting, coordinating, and holding accountable business stakeholders required to complete UAT on new AXS products and features, working closely with the Product Owner and Project Managers. The analyst assists with the evaluation and escalation of Global Triage bug tickets, troubleshoots reported issues, and resolves or escalates them as needed. Additional duties involve providing overflow support to team members responsible for creating and validating fees, investigating fee variance tickets, and managing Apex user accounts. The role also entails assisting with 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. Participation 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 is also required.
The ideal candidate should possess a BA/BS Degree in Computer Science, Business Administration, or Marketing. A minimum of 2-4 years of significant experience in live event ticketing and/or ticketing software administration is preferred. The candidate must have the ability to independently manage complex projects, be familiar with software testing protocols, and have strong Excel skills, including data parsing and vlookup functions. Strong communication skills and the ability to enforce accountability standards gracefully are essential. The candidate should also be capable of juggling multiple pressing priorities and meeting aggressive deadlines, with flexibility in adapting to evolving rules and processes.
Compensation for this role includes a salary range of $62,000 to $70,000 annually, with eligibility for a bonus under the current bonus plan requirements. The comprehensive benefits package includes medical, dental, and vision insurance; paid holidays; vacation and sick time; company-paid basic life insurance; voluntary life insurance; parental leave; a 401(k) plan with a current employer match of 3%; flexible spending and health savings account options; and wellness offerings. Full-time employees are eligible for these benefits on the first day of employment.
AXS is dedicated to building a diverse, inclusive, and authentic workplace. The company offers opportunities for learning and development through training and education reimbursement. Employees have access to a range of Employee Resource Groups (ERGs) that foster connection, inclusion, and professional growth, as well as meaningful volunteer opportunities and community engagement programs to make a positive impact beyond the workplace.