Senior Manager, Client Operations & Implementation

About TodayTix Group: TodayTix Group (TTG) is the global e-commerce leader for cultural experiences, designing frictionless discovery and purchase journeys through innovative product design and industry-leading technology. Our portfolio of brands––including  TodayTix, New York Theatre Guide, London Theatre, Show-Score, Arthouse, and Secret Cinema––connects millions of customers with the best in live entertainment. Powered by vast data and insights, TTG helps theatres, producers, and cultural institutions reach highly engaged audiences and unlock meaningful revenue, transforming how tickets are sold across the world. In 2025, TTG entered a new chapter as part of MARI, the global events and experiences company powering world-defining live experiences. Together, we’re expanding our reach, deepening our impact, and accelerating a shared vision to redefine the event lifecycle through seamless discovery, purchase, and engagement. Life at TodayTix Group We thrive in a nimble, growth-oriented environment where adaptability, curiosity, and a bias toward action help us stay ahead of the curve. We move quickly, iterate often, and expect everyone to take ownership of their impact - because we're building the future of live events, and there’s no script for what comes next. New joiners are set up for success with a 90-day onboarding journey, complete with clear goals and measurable milestones. We believe feedback fuels growth, so we hold twice-yearly performance reviews focused on impact and development. Above all, you’ll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work.  We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to apply. About the Role: Powered by TodayTix (PxT) is a division of TodayTix Group, providing enterprise-level ticketing and e-commerce solutions to the world's leading cultural organizations, attractions, and live events. We empower our partners to drive yield, enhance customer experiences, and utilize industry-leading technology to manage their box office operations and online sales. We're looking for a proactive, adaptable Senior Manager, Client Operations & Implementation to join the PxT Partner Success team. This is a role for someone who thrives at the intersection of client-facing delivery and internal process-building — someone who can own complex implementations end-to-end while also helping define how we do this work as we scale. As a hands-on leader reporting to the Director of Implementation, you'll translate signed contracts into successful go-lives. But you'll also bring curiosity and a builder's mindset: experimenting with new tools (including AI), identifying patterns across implementations, and turning lessons learned into better playbooks. You won't always have a defined path — and that's part of what makes this exciting. Please note: This is a full-time role and qualified candidates must be based in the greater New York area. We encourage collaboration by working a minimum of 2 days per week in the office, with flexibility for the remainder of the week. What Success Looks Like:

On-Time, High-Quality Implementations — delivered on schedule, meeting technical and business requirements with minimal post-go-live issues.

Client Confidence & Adoption — clients are fully trained and able to independently manage ticketing, reporting, and daily operations at launch.

Risk & Issue Management — risks are identified early, communicated clearly, and mitigated before they impact timelines or trust.

Cross-Functional Execution — strong partnerships with Product, Engineering, Sales, and Support drive smooth implementations and handoffs.

Team Leadership & Consistency — direct report delivers consistent, high-quality execution across all projects.

What You’ll Do:

Own end-to-end implementation delivery — drive day-to-day execution from kickoff through go-live, ensuring timelines, scope, and quality standards are met.

Lead hands-on technical configuration — build and configure client websites and microsites, implement client-specific features, manage data migrations, and support system integrations.

Deliver client training and enablement — develop and lead training sessions ensuring clients are confident using PxT's platform.

Scope and control complex projects — break large initiatives into clear tasks, milestones, and resourcing plans.

Identify and mitigate risk — proactively surface risks, track issues, and implement mitigation strategies.

Build and improve how we work — identify patterns across implementations and translate them into better processes, templates, and tooling. This role is a real opportunity to leave a mark on how PxT scales delivery, leveraging automation and AI.

Explore and apply new tools — bring curiosity to operational challenges, including experimenting with AI and automation to improve efficiency and output quality.

Act as a client-facing leader — serve as a primary point of contact during implementation, translating client needs into clear technical requirements for internal teams.

Collaborate cross-functionally — partner with Product, Engineering, Sales, and Support to resolve blockers and ensure smooth post-launch transitions.

Support ongoing client success — monitor performance post-launch and help clients maximize platform value.

Manage testing and quality assurance — oversee QA and UAT processes before launch.

Mentor and develop direct reports — provide clear prioritization, regular feedback, and support for professional growth.

We're Looking for Someone With:

5+ years of experience in technical implementation, professional services, or solutions consulting within a SaaS or B2B technology environment.

Demonstrated project management expertise — task definition, timeline ownership, and resource coordination across complex, concurrent projects.

Proven experience managing the full lifecycle of software implementations, from contract signing through go-live.

Experience with ticketing, CRM, or e-commerce systems is a plus (not required).

Excellent client communication and training skills — able to manage expectations, translate complexity, and build trust.

A proactive problem-solver with strong risk identification instincts and high attention to detail.

Comfort operating in ambiguity — able to figure out what "good" looks like without a defined playbook and bring others along.

Curiosity about how AI and new tools can improve delivery operations — not required to be an expert, but genuinely interested.

Experience in the arts, live events, or attractions industries is a bonus.