Senior Business Operations Manager

eventbrite

THE CHALLENGE
The global Sales & Customer Success team at Eventbrite is a critical part of delivering a delightful experience to organizers and consumers. We believe that innovative technology and a customer-centric mindset are key elements to building a successful business and creating world-class customer experiences. As Eventbrite’s customer base grows and evolves, we need to thoughtfully ensure our customer experience grows and evolves with them through interactions that are easy, accessible, educational, and tailored.
 
THE TEAM
Partnering daily with the Sales & Customer Success leadership, this role sits in the Business Operations team. We are a small but mighty team focused on driving global optimization, innovation and growth through process improvement and analytics to uncover actionable insights – both at the strategic and tactical levels. 
 
THE ROLE
The Senior Program Manager will help optimize the customer experience by overseeing operational and strategic initiatives across the Sales & Customer Success organization, ensuring clear project planning, milestone definition, delivery, and retrospectives. To be successful in this role, they will need to be self-starting, disciplined, and passionate about achieving tangible results. The ideal candidate is an experienced program manager who succeeds at influencing without authority and juggling multiple assignments in a fast-paced, complex environment. 

 

YOU WILL

 

  • Break down complex problems into simple, straightforward solutions with an emphasis on leveraging metrics to evaluate program efficacy
  • Create a centralized view of all activity to ensure comprehensive visibility, driving and acting upon clear prioritization, dependencies, and sequencing
  • Assess and mitigate risks, anticipate bottlenecks, provide escalation management, and make tradeoffs, balancing business needs versus constraints
  • Implement and oversee an effective framework for testing and experimentation, ensuring clear outputs / conclusions, data-driven decisions, follow-up execution, and documented learnings to inform future strategies
  • Work cross-functionally to identify complementary programs of work and key dependencies and opportunities for alignment
  • Create and own a structure process for goal setting (OKRs) and progress monitoring / accountability for the Sales & Customer Success function
  • Drive non-technical aspects of critical incident response by facilitating alignment and action with Legal, Communications, Marketing, Engineering, and Customer Success 
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    THE SKILLSET

     

  • 5+ years in program or project management
  • Able to navigate ambiguity, adjusting program direction to meet business needs and driving teams to meet changed deliverables
  • Highly motivated, results-oriented, self-directed, and collaborative
  • Effective, clear, and concise verbal and written communication to both technical and non-technical audiences, including executives
  • Preferred skills: Knowledge of six sigma or similar process improvement methodology and best practices
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    WHAT WE OFFER
    At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks. In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, and much more. 
    We care about your mental health and wellbeing.
    Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And our wellness program to pay for your gym expenses. 
    We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong. 
    Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.  
    We offer ongoing training and career development that meets people where they are in their careers. 
    We offer unlimited access to courses in Udemy, leadership coaching for all managers, Briteling led talks, and weekly company-wide town halls with our CEO. We take culture seriously and design programs with employee feedback in mind to make Eventbrite a great place to work no matter where you work from in the world. 
    Work-life balance & flexibility is extremely important to us.
    Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing. 
    ABOUT EVENTBRITE
    Eventbrite is a global self-service ticketing and experience technology platform that serves a community of hundreds of thousands of event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The company was founded by Julia Hartz, Kevin Hartz and Renaud Visage, with a vision to build a self-service platform that would make it possible for anyone to create and sell tickets to live experiences. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it’s an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 290 million tickets distributed for over 5 million total events in 2021, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.
    IS THIS ROLE NOT AN EXACT FIT?
    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.
    Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis.