Gametime - Head of Operations & Customer Support

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🎵 Take me out to the ballgame 🎵

You’ve heard that song 100 times, but you probably don't know who "me" is. The 7th-inning stretch staple was originally a Tin Pan Alley tune penned in 1908. In the original lyrics, a young man is asking a girl, Katie Casey, if she'd like to go to a show. She turns him down, and tells him: "I'll tell you what you can do. Take me out to the ballgame...". If Gametime had been around back then, that poor young lad could have whipped out his phone and bought those tickets on the spot. Founded in 2012, Gametime's mission is to make it fast and easy to buy (and use!) tickets on the go. 6 years later, Gametime has become the fastest growing ticketing company ever, with tickets currently available to over 25,000 sports events, concerts, and shows nation wide. Michael Kunde, Gametime's CFO, is looking for a Head of Operations and Customer Support. In this role, you'll be in charge of Fan Happiness, and you'll lead major operational initiatives that increase customer satisfaction, drive higher revenue, and lower costs. Did we mention the monthly ticket credits benefit ($1,200/yr)?


About the role

Our ideal candidate will have a strong business process and operations transformation background, ideally in a senior role within customer service and operations, with demonstrated experience in execution, business partnerships, and innovation in a fast-paced, growing and changing industry. This leader will be instrumental in driving customer-centric thinking and best practices into the end-to-end customer experience and will partner closely with the Business Development/Supply, Product, and Technology teams to deliver a great customer experience. The ideal candidate will have previously built solutions that drive innovation while establishing operational framework, policies and processes that will scale. This leader will have a deep passion for perfecting the end-to-end experience across a diverse set of teams, discipline and platform technologies. A focus on customer needs and market demands is critical to success.

You Will:

  • Lead the GT service strategy which includes ticketing operations and customer support (Fan Happiness).
  • Be the voice of the customer!
  • Drive operational team performance to support revenue growth and retention through performance improvements in order management, delivery speed, and customer communication
  • Provide hands on leadership and coaching support for all local, regional teams
  • Responsible for the creation of new and refined operating models and frameworks that drive performance improvements while clearing barriers to achieving success
  • Implement new technologies to improve customer relationship management while reducing cost per transaction
  • Partner with Business Development and Supply to influence supplier performance improvements that support revenue growth, higher customer NPS, and improved fill-rates, and delivery speed
  • Through strong analysis and partnership, you will be required to persuade key internal stakeholders from product to engineering and executive management stakeholders to move forward with key recommendations to drive operational results
  • Develop a best-in-class organization that supports advancement, learning, and operational excellence through training and development, coaching, and culture

The Skill Set:

  • 10+ years in operational and customer support experience gained within a hyper growth environment
  • Demonstrated operational leadership success in the SaaS, Consumer Technology, and/or Ticketing sectors
  • Strong background in scaling and organization through process and training and development
  • Experience implementing CRM and scheduling process and systems to drive both NPS and operational efficiency
  • Experience working with developers and simplifying technical concepts
  • Demonstrated success in managing a multi-region team including onsite and distributed teams
  • Demonstrated track record of effectively working cross functionally and across organizations
  • Demonstrated experience and confidence in effectively communicating with a C-level audience
  • Self-starter who is always curious with proven track record of execution
  • Management Consulting Experience preferred
  • MBA Preferred


In a Nutshell
  • Company
    Gametime
  • Job Title
    Head of Ops & Support
  • Location
    San Francisco, CA
  • Company Values
    • Fan Experience
    • Keep it rocking
    • One Team One Dream
  • Hiring Manager
    Michael Kunde
    Michael Kunde
    CFO
    An effective communicator, team leader and a strategist in one package. Competitive (but not too competitive) little league and soccer coach.
The Team
  • Image
    Aaron Short Venue Operations Manager
  • Image
    Alexander Henry Manager, Fan Happiness
  • Image
    Kat Coykendall Ticket Operations Associate
The Company
  • Employees
    80+
  • HQ
    San Francisco, CA

About the role

Our ideal candidate will have a strong business process and operations transformation background, ideally in a senior role within customer service and operations, with demonstrated experience in execution, business partnerships, and innovation in a fast-paced, growing and changing industry. This leader will be instrumental in driving customer-centric thinking and best practices into the end-to-end customer experience and will partner closely with the Business Development/Supply, Product, and Technology teams to deliver a great customer experience. The ideal candidate will have previously built solutions that drive innovation while establishing operational framework, policies and processes that will scale. This leader will have a deep passion for perfecting the end-to-end experience across a diverse set of teams, discipline and platform technologies. A focus on customer needs and market demands is critical to success.

You Will:

  • Lead the GT service strategy which includes ticketing operations and customer support (Fan Happiness).
  • Be the voice of the customer!
  • Drive operational team performance to support revenue growth and retention through performance improvements in order management, delivery speed, and customer communication
  • Provide hands on leadership and coaching support for all local, regional teams
  • Responsible for the creation of new and refined operating models and frameworks that drive performance improvements while clearing barriers to achieving success
  • Implement new technologies to improve customer relationship management while reducing cost per transaction
  • Partner with Business Development and Supply to influence supplier performance improvements that support revenue growth, higher customer NPS, and improved fill-rates, and delivery speed
  • Through strong analysis and partnership, you will be required to persuade key internal stakeholders from product to engineering and executive management stakeholders to move forward with key recommendations to drive operational results
  • Develop a best-in-class organization that supports advancement, learning, and operational excellence through training and development, coaching, and culture

The Skill Set:

  • 10+ years in operational and customer support experience gained within a hyper growth environment
  • Demonstrated operational leadership success in the SaaS, Consumer Technology, and/or Ticketing sectors
  • Strong background in scaling and organization through process and training and development
  • Experience implementing CRM and scheduling process and systems to drive both NPS and operational efficiency
  • Experience working with developers and simplifying technical concepts
  • Demonstrated success in managing a multi-region team including onsite and distributed teams
  • Demonstrated track record of effectively working cross functionally and across organizations
  • Demonstrated experience and confidence in effectively communicating with a C-level audience
  • Self-starter who is always curious with proven track record of execution
  • Management Consulting Experience preferred
  • MBA Preferred


Depending on your country, the tax implications will be determined and followed. Please check our FAQ for more details or email us at info@redballoons.co.

Depending on your country, the tax implications will be determined and followed.
Please check our FAQ for more details or email us at info@redballoons.co.