Job Summary:
JOB DESCRIPTION: Senior Director, Fan Support Operations APAC
Location: Manila, Philippines
Division: Ticketmaster Fan Support
Line Manager: Vice President, Fan Support
Contract Terms: Permanent, Fixed Term, 40 hours per week
THE TEAM
The Fan Support team at Ticketmaster cares passionately about every fan interaction across our marketplace, especially those that involve our customer support teams. 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 Senior Director APAC is responsible for leading Fan Support strategy and operations across the APAC region, providing strong regional oversight, market partnership, and executional leadership to improve the fan experience. This role works directly with APAC Managing Directors, local market leaders, and global Fan Support teams to align priorities, identify risks and opportunities, and escalate market needs with clear recommendations and follow-through. The position is accountable for driving governance, operational excellence, service performance, and continuous improvement across APAC markets, using fan feedback, performance data, market insights, and business priorities to strengthen outcomes for fans, teams, and the business. As a regional leader, the Senior Director APAC will help shape scalable solutions, support global alignment, and build a culture of accountability, collaboration, innovation, and service excellence.
WHAT YOU WILL BE DOING
Serve as the regional Fan Support leader for APAC, providing strategic direction, operational oversight, and consistent leadership across APAC markets.
Partner directly with APAC Managing Directors and local market leaders to understand business priorities, fan impacts, market-specific challenges, and opportunities to improve the end-to-end support experience.
Act as the primary escalation point between APAC markets and global Fan Support leadership, ensuring risks, blockers, compliance needs, operational gaps, and business opportunities are surfaced quickly with clear recommendations and follow-through.
Drive strong governance through weekly, monthly, and quarterly business reviews, using data, fan feedback, market insights, and performance trends to create visibility, accountability, and action-oriented decision making.
Ensure high-quality service delivery and operational excellence across digital and non-digital support channels, with a focus on improving CSAT, FCR, quality, SLA performance, backlog health, and overall fan outcomes.
Partner with Workforce Planning, Resource Management, Quality, Training, Reporting, Product, Technology, Legal, and local Operations teams to align staffing, processes, tools, compliance requirements, and market readiness.
Lead continuous improvement initiatives that simplify workflows, reduce customer pain points, improve agent effectiveness, and create scalable best practices across APAC markets.
Identify regional trends, emerging risks, event-driven impacts, and market opportunities, translating them into clear business cases, action plans, and escalation paths for global support and investment.
Represent global Fan Support locally by influencing alignment, strengthening market partnerships, and ensuring global standards are applied in a way that reflects APAC business needs and local market nuances.
Build, coach, and develop high-performing teams by setting clear expectations, reinforcing accountability, supporting talent development, and creating a culture of collaboration, ownership, and service excellence.
Acknowledge and escalate employee relations matters to the appropriate internal or third-party HR stakeholders while ensuring consistent adherence to applicable policies, practices, and local market requirements.
Travel locally and internationally as needed to strengthen market relationships,…