Ticketing Onsales Manager

The Company

AXS connects fans with the artists and teams they love.  Each year we sell millions of tickets to thousands of incredible events and are the preferred ticketing partner for some of the largest UK venues and festivals, from The O2 Arena and The SSE Arena, Wembley to British Summer Time in Hyde Park. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans across the globe, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment. 

We continue to lead the evolution of our industry today from our wonderful offices in London, throughout the US and Europe.  At each location you'll find a dedicated, diverse team who create ground-breaking products and services in a fun, fast-paced environment.  We love what we do along with our fantastic culture, enviable perks and comprehensive benefits.  

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. Together we keep the world cheering.

The Role 

The Ticketing Onsales Manager will be responsible for ensuring seamless queue management, system performance monitoring, and collaboration with support teams toward successful presales and onsales while maintaining system integrity.

What you’ll be doing…

• Manage all onsales in queue by manipulating outflows to drain all queues in the most optimum timeline based on system performance.
• Using a variety of monitoring tools, monitor system and application performance during onsales/presales. Take appropriate action to prevent an incident and when required create an incident when one occurs or is about to occur. Report any odd behavior to the appropriate engineering teams.
• Ensure waiting rooms are correctly configured.
• Perform daily analytics to gauge which events are going to be busy the next day but also the whole week and so will require queue management to be enabled or additional support.
• Report bugs which could impact onsales using the appropriate Jira project.
• Produce daily, weekly, and monthly reports to inform stakeholders (including executives) on key performance indicators and create any additional documentation as needed.
• Work collaboratively across internal teams and 3rd party service providers.
• Ensure seamless on-sale operations, effective escalations, timely decisions based on available data, rapid analytics and intuition.
• Be part of a global support team that will support all onsales globally 24/7/365.
• Use a wide range of our tools sets to work independently Jira, confluence, opsGenie and perform performance based analytics, as well as build dashboards using log aggregation tools like SumoLogic.
• Perform all tasks associated with Limited support, Defcon 2 and Defcon 1 onsales as needed. This will include coordination and setting up of prep calls all the way through to presale and onsale calls. You will also run these calls and work with support teams to deliver successful onsales.
• Remain calm under pressure while working quickly to investigate, mitigate and/or resolve incidents.

 Skills and experience we’re seeking…

• Experience working in a high-demand e-commerce environment in a role that utilized traffic management tools to regulate traffic flow.
• Experience working with Cloud environments and monitoring tools and the understanding of how to detect poor performance in application and system resources a plus.
• Understanding of e-commerce operations, including the dynamics of high-demand sales events, queuing systems, and customer expectations in an online sales environment.
• Knowledge of traffic management tools and strategies, including the ability to optimize traffic flow, manage queues effectively, and minimize customer wait times.
• Familiarity with cloud platforms and their services, preferably AWS or Azure, or Google Cloud, to leverage cloud-based resources effectively.
• Proficiency in utilizing monitoring tools to assess system and application performance, with the ability to detect and respond to performance issues proactively.
• Proficient with Jira, Jira Service Desk, Confluence, and log aggregation tools like Sumo Logic for documentation, incident reporting, and data analysis.
• Ability to adeptly guide and manage support calls even in high-pressure situations, showcasing the ability to maintain control and ensure successful call outcomes.
• Ticketing industry Knowledge preferred.  

Pay range for this role:  £50,000.00 - £70,000.00 plus a 10% annual bonus eligibility

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.

Why AXS?

AXS, a subsidiary of AEG, 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.