VP, Contact Center - AXS

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events - from concerts and festivals to sports and theater - at some of the most iconic venues in the world. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We're passionate about improving the fan experience and providing game-changing solutions for our clients, and we're always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.

The Role

The Vice President, Contact Center is a critical leadership role in ensuring exceptional customer experiences and operational excellence across our global support organization. This role will be responsible for leading and executing the Support organization strategy that will leverage emerging technologies and artificial intelligence (AI) to enhance AXS's customer support model and scale our support operations capabilities to meet the diverse needs of our customers.

What Will You Do?

• Strategic Leadership: Develop and execute a global contact center strategy and vision that aligns with our corporate goals, drives innovation, and enhances customer satisfaction.
• Operational Excellence: Manage day-to-day operations of the North American contact centers, ensuring high performance, efficiency, and adherence to service standards. Ensures global CSAT, NPS, PCI, and company branding are consistent to policy, and meeting the minimum standards.
• Customer Experience Management: Champion the customer experience by ensuring customer feedback is integrated into support strategies. Implement global strategies to improve overall customer satisfaction, loyalty, and retention. Address complex issues and ensure alignment with our customer experience and vision.
• Financial Oversight: Develop and manage the contact center budget, identifying opportunities for cost savings and operational improvements.
• Team Development: Lead, mentor, and develop a high-performing team of contact center professionals across various regions, fostering a culture of excellence and continuous improvement.
• Technology and Innovation: Stay updated on industry trends and technology, implementing innovative solutions to enhance contact center performance. Incorporate AI and other advanced technologies to improve AXS customer support service delivery and customer satisfaction.

What Will You Bring?

• BA/BS Degree (4-year) (Advanced Degree Preferred) Bachelor's degree in Business Administration, Management, or a related field; Masters or advanced degree preferred.
• 10+ years Senior Leadership in a global Contact Center Operation: Proven ability to lead and inspire large, globally distributed teams while driving organizational change and transformation.
• Customer Focus and Satisfaction: Demonstrates a deep level of commitment to customer satisfaction.
• Global Perspective: Experience working in a global environment, with an understanding of the challenges and opportunities of supporting a diverse, international customer base.
• Technical Expertise: Strong understanding and proven track record of utilizing Artificial Intelligence (AI) and emerging technologies in customer support and service delivery.
• Proven success in managing large-scale, global contact center operations.
• Strong understanding of contact center technologies and customer experience strategies
• Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate with senior executives and stakeholders
• Demonstrated ability to drive performance improvements and cost efficiencies in a dynamic environment.
• Experience working across different time zones and cultures is a plus - specifically, language translations.
• Tool knowledge: Five9, Call Miner, ZenDesk, Satisfi bot, AI bots, Workforce Management, Virtual Observer

What's in it for You?

• Extraordinary People - we're not kidding!
• Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Opportunities for learning and leveling up through training and education reimbursement.

More about AXS

AXS, a subsidiary ofAEG, sells millions of tickets each year for over 500 premier venues, sports teams, and event organizers across North America, Europe, Asia, Australia and New Zealand. Clients include First Avenue, USGA, Red Rocks Amphitheatre, Crypto.com Arena, Coachella, Stagecoach, The O2, and B.League (Japan).

Headquartered in Downtown Los Angeles, California,AXS employs more than 500 professionals in multiple locations worldwide. In each location you'll find a team of dedicated, diverse employees (we've dubbed ourselves "Fanatix") who create groundbreaking products and services in a fun, fast-paced environment.

To learn more about our culture and values, visit:https://solutions.axs.com/careers/

More about AEG

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

We are dedicated to a diverse, inclusive and authentic workplace, so if you're excited about this role but can't "check every box"in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

We're an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status.

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside their normal description.

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