Director, Client Services (Arenas And Stadiums)

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events - from concerts and festivals to sports and theater - at some of the most iconic venues in the world. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.
We're passionate about improving the fan experience and providing game-changing solutions for our clients, and we're always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering.
Our new Director Client Serviceswill oversee critical elements of the day to day operation of the department with a focus on the programming of high-profile national touring events for iconic venues across North America. Other duties include the supervision of senior Client Services staff, enforcing company policies, ensuring compliance with configuration and financial best practices, implementing new clients, leading hiring/training processes (both for new hires and as part of the continuing education of the staff), executing bulk/financial processes, and actively participating in major department activities. This position also participates in planning and execution of all department initiatives.
What you'll do

• Lead a team of event builders as they meticulously and accurately create and validate ticketed concerts and other live events at Arenas and stadium venues, including the creation and maintenance of venue manifests, maps, fees, and other event ticketing elements and ensure all event elements follow published tour specs.
• Work to resolve escalated product and service-related issues, fosters positive client relationships, and helps to ensure our high service standards are met by all staff.
• May oversee the Client Services portion of the implementation process for all new AXS clients, including assessing the contract requirements, establishing event, offer, and fee rules, and participating in the initial configuration of all event related system elements.
• Take a leadership role in division initiatives, special projects, custom configurations, and the roll out of new products and processes that directly impact our clients and their events.
• Recruit, select, and conduct orientation for Client Services staff at all levels. Trains, gives assignments, coaches, counsels, and disciplines employees. Communicates job expectations to the staff. Plans, monitors, conducts appraisals, and reviews job contributions; consults on compensation actions. Enforces policies and procedures.
• Ensure best practices and financial standards are communicated to clients and implemented/validated by the staff.
• Implement and enforce productivity, quality, and customer service standards. Resolves problems, identifies service trends, recommends and tests system improvements, and implements changes.
• Update job knowledge by participating in educational opportunities, reads professional publications, maintains personal networks, and participates in professional organizations.

Education and Experience

• 6-8 years live event ticketing and advanced event programming experience across multiple venue/event types, with a focus on national tours
• Experiencing in leading a high-functioning customer service team.
• Strong leadership, coaching, and personnel management skills
• Committed to collaboration and teamwork
• Committed to ongoing education and skills development to stay on top of technical advances
• Mastery of problem solving and decision making skills in a high pressure environment
• Ability to balance day to day operational needs with big picture, long-term planning
• BA/BS degree or equivalent work experience

Pay Scale: $103,577-$156,935
Why AXS?
AXS , a subsidiary of AEG , sells millions of tickets every year for 500+ partners across North America, Europe, and Asia, from venues like the O2 in London and the Red Rocks Amphitheatre in Denver to teams like the Los Angeles Clippers, Minnesota Timberwolves, and Houston Rockets. Headquartered in Downtown Los Angeles, California, AXS employs more than 500 professionals in multiple locations worldwide, including Charlotte, Cleveland, Dallas, Denver, Las Vegas, London, Tempe, Stockholm, and Tokyo. At each location you'll find a team of dedicated, diverse employees (we've dubbed ourselves "Fanatix") who create groundbreaking products and services in a fun, fast-paced environment.
To learn more about our culture and values, visit: https://solutions.axs.com/careers/
More about AEG
For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.
Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.
We are dedicated to a diverse, inclusive and authentic workplace, so if you're excited about this role but can't "check every box" in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.
We're an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status.