Senior Manager, B2C Operations

About the role

Automatiq is seeking a Senior Manager of B2C Operations to lead consumer support for its secondary ticketing business. Consumers reach the company and its partners via phone, chat, email, and messaging with routine order help to time‑sensitive event‑day issues. The role owns the quality and consistency of that experience, managing the day‑to‑day of an offshore support operation through a BPO partner, ensuring the team operates as an extension of Automatiq with strong training, clear escalation paths, and metrics‑driven improvement. The role is US‑based and can be remote or hybrid, with periodic international travel to the offshore support site required.

Automatiq is the leading all‑in‑one software platform in the live event ticketing world, serving resellers of all sizes. Its technology suite streamlines the entire ticket resale process—from listing tickets on multiple exchanges to dynamic pricing based on market shifts and timely delivery to event‑goers. The company is data‑driven, customer‑obsessed, and focused on solving complex challenges in a fast‑growing global market while investing in team career growth.

Responsibilities

• Partner with leadership to design and operate the offshore contact center – operating model, staffing plan, tooling, workflows, and escalation paths
• Own the offshore/BPO relationship day‑to‑day: help ramp up and manage the BPO partner, set expectations, hold the partner to SLAs and quality standards, and manage the relationship as the operation scales
• Build the team and the training: design and implement agent training and onboarding program, including ticketing‑specific knowledge, brand voice, and judgment needed to resolve high‑stakes, real‑time issues
• Deliver best‑in‑class, multichannel consumer support: oversee support across channels (phone, chat, email, messaging) from general inquiries to real‑time troubleshooting for consumers trying to access their events, ensuring fast, accurate, on‑brand resolution under pressure
• Manage to metrics: help define and manage the KPIs that matter (response and resolution times, CSAT, quality, escalation rates); build reporting and QA cadences that keep performance visible and improving
• Protect the brand experience: ensure every interaction reflects Automatiq and its partner’s standards and commitment to fans
• Scale and improve: continuously refine staffing, processes, and tooling as volume grows

Requirements

• Build and refine the operation – partner with leadership to design and operate the offshore contact center (operating model, staffing plan, tooling, workflows, escalation paths)
• Own the offshore/BPO relationship day‑to‑day – help ramp up and manage the offshore BPO partner, set expectations, hold partner to SLAs and quality standards, manage day‑to‑day relationship as operation scales
• Build the team and the training – design and implement agent training and onboarding program, including ticketing‑specific knowledge, brand voice, and judgment needed to resolve high‑stakes, real‑time issues
• Deliver 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 pressure
• Manage to metrics – help define and manage the KPIs that matter (response and resolution times, CSAT, quality, escalation rates); build reporting and QA cadences that keep performance visible and improving
• Protect the brand experience – ensure every interaction reflects Automatiq and