Team Leader - Operations Fulfillment

Job Summary

As an Operations Team Leader, you'll lead from the front while supporting the operations team with ticket processing, sales coordination, fulfilment, and day-to-day administrative tasks. You'll ensure work flows efficiently behind the scenes, guide your team through daily priorities, and stay one step ahead to keep every shift running smoothly. By leading by example, earning trust through consistency, and maintaining high operational standards, you'll play a key role in delivering an outstanding experience for both customers and your team.

Key Responsibilities

• Take command of daily operations with the Operations Coordinator by setting the pace, maintaining the standard, and ensuring the team executes with precision.
• Process and send ticket orders across multiple ticketing platforms and different ticket types, ensuring every customer receives their tickets accurately and on time.
• Coach and guide the team to drive performance targets while creating an environment where people feel supported, motivated, and set up to succeed.
• Retrieve tickets from a range of ticketing and resale platforms with efficiency and precision.
• Collaborate with customer service and event teams to investigate and resolve order-related issues while maintaining a strong focus on customer experience.
• Take ownership of day-to-day issues, resolving minor problems independently and escalating findings and actions to managers.
• Stay ahead of the calendar by proactively identifying upcoming events that require priority attention and taking action before issues arise.
• During shifts without an Operations Coordinator or Operations Manager, ensure workflow remains fluid, continuity is maintained, and standards remain high.
• Support the wider team through ad hoc administrative tasks, including inventory tracking and report generation.

Desirable Characteristics / Skills

• A natural collaborator who is equally comfortable working independently and taking initiative.
• A clear and confident communicator.
• Highly organized with a sharp eye for detail and a low tolerance for errors.
• Strong problem-solving mindset and proactive attitude.
• Comfortable navigating multiple online platforms and tools, with the confidence to learn new systems quickly.
• Skilled at managing time and staying focused when priorities shift or workloads increase.
• Passionate about live events and excited to be part of an industry that creates unforgettable experiences.

Occupational Work Health & Safety (OH&S)

• Promote a safe and positive work environment and raise awareness and practice of OH&S standards.
• Lead by example through adherence to safety protocols and encouraging employees to do the same.
• Ensure team compliance with all relevant OH&S laws, regulations, and company policies.
• Encourage and support team members to report workplace incidents to HR, including workplace accidents, near misses, bullying, harassment, and discrimination.

Core Values

• Embrace and Execute Change
• Be Challenged and Achieve
• Cultivate Growth and Learning
• Working Together is Success
• Customer Satisfaction First

Other Requirements

• Ensure compliance with all company policies and procedures, including local and federal laws and regulations.
• Demonstrate a thorough understanding of the company's core values and model positive behavior.
• Develop a comprehensive understanding of all departments and overall business functions, recognizing how each contributes to organizational success.