Senior Manager, Platform Operations

About the Role:

Today Tix Group is on a mission to find a seat for everyone. We connect audiences to live entertainment experiences they'll love, making it easier, faster, and more joyful to discover and buy tickets. We're a diverse, dynamic team united by a shared love for live events. We foster an environment of innovation, collaboration, and continuous learning, offering unparalleled opportunities to make a meaningful impact.

We're looking for a generalist operator to join the team — someone with sharp judgment, a bias to action, and the instinct to dig into a problem, figure out what to measure, and ship a solution without waiting for instructions. You'll work across e-commerce, customer experience, data, and operations — owning problem spaces end-to-end from identification through delivery and measurement.

This isn't a role where you sit in a lane. You'll move between strategy, analysis, customer insight, and hands‑on building depending on what the problem requires — and you like it that way. You might come from analytics, product management, operations, or something else entirely. Over time, the role may specialize based on your strengths and where the business needs you.

You reach for data before forming an opinion, talk to customers before assuming you understand the problem, and use AI tools to move faster than traditional workflows allow.

Please note: This is a full‑time position. Qualified candidates must be based in the greater New York City area. We encourage collaboration by working a minimum of 2 days per week in the office, with flexibility to choose where you work for the rest of the week.

• Problems found and solved → You consistently spot problems worth solving and drive them to resolution. Example: you notice our cancellation policy is generating avoidable refund volume, analyze the alternatives and their impact, recommend a change, and lead the implementation through to measurement.
• Customer signal in the room → Customer feedback, support data, and behavioural signals visibly influence what gets built. You're the person who brings "here's what customers are actually experiencing" into prioritisation, backed by data.
• Measurement that matters → New capabilities ship with success criteria defined upfront and honest reads after. You tell us what worked, what didn't, and what to do about it.
• Clarity that moves people → When you frame a problem, write a recommendation, or present a post‑launch read, people act on it. Engineers and operators are faster because you made the next steps obvious.
• Expanding scope → Over time, you own more because you've earned trust through execution. Harder problems come your way because the earlier ones are handled.
• Own problem spaces across e‑commerce, CX, and operations end‑to‑end – define success criteria, build dashboards, run analysis, and present actionable reads to leadership.
• Dig into customer and operational data to find the problems worth solving, then partner with product and engineering to solve them.
• Talk to customers, operators and support agents to build qualitative context around quantitative signals.
• Build prototypes, dashboards, automations and analyses using whatever tools fit — SQL, spreadsheets, AI tools, lightweight apps. You don't wait for someone else to build it.
• Write things down: frame problems, define ownership, and make next steps obvious so engineers and operators can move faster.
• Partner with the data team on metrics definitions, data quality, and self‑service capabilities.

• 5+ years of professional experience with real reps across different types of work. Your background doesn't need to map perfectly to this role — but you bring the maturity and judgment that comes from having shipped, failed and iterated.
• Energised by breadth and ownership — you want to do more and own more than your current role lets you.
• A track record of moving from problem identification to shipped solution without heavy direction — show us the thing you built, not just the deck you presented.
• Strong analytical skills: comfortable with SQL, data visualisation, and translating data into recommendations.
• Customer empathy — you've talked to real users and changed your…