Operational Response Manager
Core
Monitor and optimize Fan Support operations, specifically RPA queues and contact volumes, to improve fan experience and automate processes.
Role type
Senior operational manager (customer support)
Builds
Automated support workflows and improved fan service processes
Domain
Live entertainment / Ticketing
Deliverable
dashboards & analysis
Required skills
RPA queue monitoring, Zendesk, statistical analysis, process mapping, automation implementation, cross-functional liaison
Preferred skills
Experience with Amelia, contact center fulfillment processes, complex dataset analysis
Technologies
Zendesk, Amelia, RPA tools
Responsibilities
Monitor RPA queues and identify error fixes; analyze contact drivers to recommend automation; report on performance metrics (CSAT, FCR); troubleshoot fan issues to prevent unnecessary contact; coordinate with technical teams to implement new processes.
Seniority
Senior, hands-on IC
