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Director of Fulfillment
Ticketmaster
Austin, TX, United States
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Job Summary:
Responsibilities:
• Oversee, improve and maintain all aspects of organized and effective processes for order fulfillment
• Develop capacity planning and headcount requirements to support order volumes, including seasonal/temporary/part time labor and multi-shift operations
• Establish and manage metrics for all inbound and outbound activities
• Analyze current procedures and new ideas to improve current productivity and efficiencies and where possible, implement improvements
• Maximize order-processing efficiencies to meet and exceed Company targets for order turnaround, kitting accuracy, and cost reductions
• Streamline processes and procedures for all inbound, outbound and logistics activities
• Consult with Fulfillment Manager on creation of fulfillment schedules for all festival fulfillment projects
• Supply settlement related reporting to accounting
• Directly manage Fulfillment Manager and Warehouse Coordinator. Supervisory responsibilities include but are not limited to, overseeing scheduling of work and time off, reviewing performance goals, training and developing team members and overseeing safety procedures
• Oversee the resolution of escalated fulfillment issues as they arise
• Oversee the management of fulfillment inventory, including ticket stock, working within budgetary constraints
• Work with Product Managers on technology enhancements
• Implement ongoing technology enhancements and train staff on same
• Manage vendor relationships
• Monitor and report on fulfillment center activity and trends
• Maintain up to date understanding of rate charts for all carriers
Knowledge, Skills and Abilities:
• Bachelor’s Degree preferred
• 4 or more years’ experience in fulfillment operations
• Leadership skills and experience in team management
• Forklift certification a plus
• Excellent communication skills, including presentation, written and listening
• Extremely well organized and works efficiently
• Strong attention to detail
• Comfort and experience interfacing with various levels of staff and management
• Proficiency with Word, Excel, and Outlook
• Business level fluency in English, both oral and written; Bilingual in Spanish a plus
• Knowledge of the viral nature of the live event industry and experience with the live event lifecycle
• Able to manage multiple projects simultaneously
• Able to work in team environment
• Able to handle pressure and challenging situations
• Able to lift and carry up to 50 pounds unassisted
• Able to work in conditions that are not climate controlled
• Able to travel and work flexible hours, including evenings and weekends for extended periods of time