Job Summary: THE TEAM The Fan Support team at Ticketmaster care passionately about our fan’s interactions across our Marketplace, none more so than the interactions with our customer support teams. And as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points and driving best in class interactions with our brands. THE JOB The Head o f LATAM is responsible for driv ing the Fan Experience initiative across the Latin America Region, focusing on measuring, reporting, and acting on fan feedback, identifying opportunities to improve our service both internally and externally specifically through fan sentiment, Customer Satisfaction and external reviews . You will work with global leads on contact center technology, tools and operational solutions that help future proof our business and drive efficiencies and cost savings through scale. D emonstrate good leadership skills and the ability to combine market experience with business strategy to extract greater value to the business, driving a culture of innovation and excellence throughout the workforce with exceptional leadership skills. WHAT YOU WILL BE DOING + Ensure high quality service delivery and operational excellence for both digital and non-digital volume. + Support and implement continuous quality improvement techniques and performance across all functions and help prioritize areas for continuous improvement efforts. + Collaborate with cross functional teams to create a collaborative environment that supports alignment across delivery, quality assurance, training, communication, and reporting. + Manage and effectively coach s taff , providing guidance on best practices, conducting performance evaluations, issuing disciplinary actions, participating in recruitment efforts and delegation of work assignments to team members. + This role will be responsible for acknowledging and raising employee relations issues to the appropriate stakeholders (internal HR vs 3 rd party HR) and adhere to and influence others to accept practices and approaches as described by the North American Employee Handbook. + As the leader, it is expected that this role will be an extension and the local face of Global leadership and thus must have the proven ability to influence and motivate others to perform at a high level . + Occasional Travel , as needed locally and International to ensure the consistency of practices . WHAT YOU NEED TO KNOW (QUALIFICATION AND TECHNICAL SKILLS) + Minimum of 5 + years of call center management experience . + Thrive in a fast paced, multi-tasking, deadline driven environment . + Ability to overcome business challenges and offer a solution -oriented approach to ensure a positive impact on the way our people and teams perform . + Ability to organize and manage multiple projects and priorities simultaneously , delivering results on time . + Logical problem-solving skills, outstanding organizational skills and dedication to quality and performance . + Strong people skills . + Strong written , verbal, and non-verbal communications skills . + Must be fluent in both English and Spanish, including verbal and written communication in both languages. YOU (BEHAVIOURAL SKILLS) + Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high quality work on time and on task.  Must be willing to take the time to do things right. + Act with Integrity – As a leader I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely. LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision . We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team. Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent . Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive. EQUAL EMPLOYMENT OPPORTUNITY We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.  You will be working in an inclusive environment and be encouraged to bring your whole self to work.  We will do all that we can to help you successfully balance your work and home life .  As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.  It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely , good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodation that can be made to assist them to perform the essential functions of the position they seek . Any applicant who requires accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process . Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis. HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. #LI-AR1