COVID-19 Update:We are committed to protecting the health and safety of our current Britelings and those considering a career at Eventbrite. All of our employees are currently in a remote work environment and we will continue to adapt as we closely monitor COVID-19.

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Associate Manager, Payment Operations

Nashville, Tennessee, United States

Associate Manager, Payment Operations

  • Nashville, Tennessee, United States
  • Full-time

THE CHALLENGE

Eventbrite is an industry-leading self-service ticketing platform. We distributed more than 300 million tickets to more than 4 million experiences in 2019. The overwhelming majority of transactions flow through the system without any issues on-time, every-time, but there are exceptions. The Payment Operations team is responsible for the daily operational support for payments, as well as partnering with our product and engineering team to identify and resolve problems.

 

THE TEAM

The Payment Operations team is a small group of operations specialists distributed across three offices around the world, sitting within Eventbrite’s Policy and Platform Operations function. The team is responsible for supporting all aspects of Eventbrite’s payment products, including working internally with “clients” from finance, sales & services, and legal, as well as, at times, directly with our event creators. We partner with numerous teams across the company to build the tools, policies, and infrastructure to support Eventbrite’s financial transactions, as well as work towards positive outcomes when payment issues do arise.

 

THE ROLE

We are looking for a people-oriented Associate Manager of Payment Operations to lead our Payment Operations team. As the manager for Payment Operations, you will be a key leader within Platform Operations, collaborating closely with managers for Fraud and Chargeback Ops as well as Trust & Safety Ops. You will be responsible for ensuring that day‐to‐day operations run smoothly, as well as helping to define team objectives, mentor and inspire employees, refine workflows, and building the function to scalably meet the future needs of the platform and our users.


YOU WILL

  • Manage the day‐to‐day operations of our global Payment Operations team
  • Provide regular, actionable, goal‐oriented performance feedback to your direct reports
  • Coach, mentor, and develop each members of the team to further their growth at Eventbrite
  • Delegate and prioritize effectively to ensure the team is focused on high‐impact needs and allocate time appropriately between project and core work
  • Set clear targets and objectives, and monitor KPIs for each area of responsibility
  • Communicate metrics, trends, and results from projects to key stakeholders in the organization on a regular basis
  • Investigate potential bugs and other Payments related incidents, as they occur
  • Lead the postmortem process when serious incidents occur and communicate the findings to business leaders and key stakeholders across the organization
  • Partner with engineering to resolve complex bugs including any associated cleanup efforts
  • Become an expert on Eventbrite’s payment products, tools, features and processes — including knowledge about limitations and best practices
  • Advise on and assist with resolving complex issues related to client payments
  • Identify and recommend ways to improve team performance through automation, tooling, rule, process, or policy changes
  • Identify opportunities to change the product or our internal policies or process to improve user understanding, or provide a better user experience with regards to payments
  • Engage and maintain effective relationships with cross‐functional partners, stakeholders, or external vendors
  • With your manager, envision the future of payment operations at Eventbrite.

THE SKILL SET

  • Experience in electronic Payments, preferably at an internet or technology company
  • 2+ years of people management experience with a proven ability to develop skills and drive professional growth
  • Strong interpersonal, verbal, and written communication skills
  • Ability to work well in a highly collaborative environment, including the ability to influence cross‐functionally and build strong relationships across the organization
  • A solutions-oriented individual with analytical and creative problem-solving skills that allows you to stay steps ahead of a constantly changing business and lead the way
  • Ability to identify initiatives to drive efficiency, increase customer satisfaction, and improve the overall health and operational performance of your team
  • Data driven with the ability to define and report on trends and relevant metrics
  • Excellent critical thinking and prioritization skills
  • Technical aptitude with a proven ability to learn new skills
  • Familiarity with SQL
  • Commitment to developing an exceptional and fun workplace

BONUS POINTS

  • Experience managing remote team members
  • Working knowledge of Salesforce, Jira, Slack, Google Apps, Tableau
  • Active Eventbrite user with a passion for live events
  • Experience in a fast-paced startup environment


ABOUT EVENTBRITE

Eventbrite is a the world’s largest self-service ticketing platform, powering millions of live experiences each year. We empower creators of events of all shapes and sizes – from music festivals, experiential yoga, political rallies to gaming competitions –– by providing them the tools and resources they need to seamlessly plan, promote, and produce live experiences around the world. Last year, the team served 795,000 creators hosting nearly 4 million experiences across 170 countries. Our mission? To bring the world together through live experiences. Meet some of the Britelings that make it happen.


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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

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