Advice Centre Manager Jobs in New Zealand

Automatiq is seeking a Loss Mitigation Manager with 3+ years of experience to lead an onshore and offshore team handling ticket substitutions and replacements. This role focuses on optimizing systems, monitoring performance, and minimizing losses while ensuring SLA compliance. You’ll provide training, resources, and strategic oversight to drive efficiency, marketplace compliance, and profitability.

Responsibilities

• Lead the Subs/Replacement Team, ensuring SLAs, fulfillment timelines, and marketplace compliance are met.
• Optimize substitution processes, tracking profitability, minimizing cancellations, and maintaining seller ratings.
• Ensure timely fulfillment of all Subs within parameters set by Automatiq’s policy.
• Maintain appropriate fault rates with marketplaces, ensuring the platform’s seller rate is maintained.
• Monitor that subs/replacements are effectively sourced for broken orders in order to prevent cancellations & penalties from marketplace.
• Leverage data and reporting tools to monitor performance, identify inefficiencies, and improve team operations.
• Resolve complex customer issues, make decisions on exceptions, and enforce policies to support platform success.
• Maintain accurate documentation, oversee analytics usage, and implement process improvements.
• Coach and develop team members, conducting regular 1:1s, performance reviews, and training sessions.
• Manage team schedules for optimal coverage and lead weekly meetings to align on goals, challenges, and updates. Handle other supervisory responsibilities such as managing PTO requests, ensuring accurate timekeeping, etc.
• Report on key performance metrics, utilizing internal tools (Monday.com, Intercom, Marketplaces) to drive decisions.

Core Qualifications

• 2+ years experience in ticketing industry (fulfillment, loss mitigation, support, etc)
• 1+ year experience managing a team or brokerage
• Demonstrated experience with process implementation and system development
• Strong communication skills and ability to train new team members
• Ability to build and maintain strong relationships with leaders of other departments as well as our partners
• Familiar with Google Suite, Excel, SkyBox, Sync, Lysted, Monday.com, & Intercom

About Automatiq

Automatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology suite streamlines the entire ticket resale process, from effortlessly listing tickets on multiple exchanges to dynamically adjusting prices based on market shifts, and even ensuring tickets reach event-goers promptly.

Automatiq is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.