VP, Contact Center

VP, CONTACT CENTER

AXS

• Frisco, TX Frisco, TX Operations Full Time

AXSDG9210

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 unettable 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. The Role The Vice President, Center is a critical leadership role in ensuring exceptional customer experiences and operational excellence across our global supportanization. This role will be responsible for leading and executing the Supportanization strategy that will leverage emerging technologies and artificial intelligence (AI) to enhance AXS's customer support model and scale our support operations capabilities to meet the diverse needs of our customers. What Will You Do?

Strategic Leadership:

Develop and execute a global contact center strategy and vision that aligns with our corporate goals, drives innovation, and enhances customer satisfaction.

Operational Excellence:

Manage day-to-day operations of the North American contact centers, ensuring high performance, efficiency, and adnce to service standards. Ensures global CSAT, NPS, PCI, andpany branding are consistent to policy, and meeting the minimum standards.

Customer Experience Management:

Champion the customer experience by ensuring customer feedback is integrated into support strategies. Implement global strategies to improve overall customer satisfaction, loyalty, and retention. Addressplex issues and ensure alignment with our customer experience and vision.

Financial Oversight:

Develop and manage the contact center budget, identifying opportunities for cost savings and operational improvements.

Team Development:

Lead, mentor, and develop a high-performing team of contact center professionals across various regions, fostering a culture of excellence and continuous improvement.

Technology and Innovation:

Stay updated on industry trends and technology, implementing innovative solutions to enhance contact center performance. Incorporate AI and other advanced technologies to improve AXS customer support service delivery and customer satisfaction. What Will You Bring? BA/BS Degree (4-year) (Advanced Degree Preferred) Bachelor's degree in Business Administration, Management, or a related field; Masters or advanced degree preferred. 10+ years Senior Leadership in a global

Center Operation:

Proven ability to lead and inspire large, globally distributed teams while drivinganizational change and transformation.

Customer Focus and Satisfaction:

Demonstrates a deep level ofmitment to customer satisfaction.

Global Perspective:

Experience working in a global environment, with an understanding of the challenges and opportunities of supporting a diverse, international customer base.

Technical Expertise:

Strong understanding and proven track record of utilizing Artificial Intelligence (AI) and emerging technologies in customer support and service delivery. Proven success in managing large-scale, global contact center operations. Strong understanding of contact center technologies and customer experience strategies Excellent leadership,munication, and interpersonal skills, with the ability to influence and collaborate with senior executives and stakeholders Demonstrated ability to drive performance improvements and cost efficiencies in a dynamic environment. Experience working across different time zones and cultures is a plus

• specifically, language translations.

Tool knowledge: Five9, AWS CONNECT, ZenDesk, Satisfi bot, AI bots, Workforce Management, Virtual Observer

Pay Scale:

$190,000

• $210,000

Bonus:

This position is eligible for a bonus under the current bonus plan requirements.

Benefits:

Full-time:

We offer aprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time,pany paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings. Currently, full time employees are eligible for these benefits on the first day of employment.

• Employer does not offer work visa sponsorship for this position. What's in it for You? Extraordinary People
• we're not kidding! Meaningful Mission
• ing revolutionize an industry and deliver better experiences for fans and clients around the world. Development and Learning
• Opportunities for learning and leveling up through training and education reimbursement. Community & Belonging
• A range of Employee Resource Groups (ERGs) that foster connection, inclusion, and professional growth.

Access to meaningful volunteer opportunities andmunity engagement programs to make a positive impact beyond the workplace. More about AXS AXS, a subsidiary of AEG, sells millions of tickets each year for over 500 premier venues, sports teams, and eventanizers across North America, Europe, Asia, Australia and New Zealand. Clients include First Avenue, USGA, Red Rocks Amphitheatre, Crypto Arena, Coachella, Stagecoach, The O2, and B.League (Japan). Headquartered in Downtown Los Angeles, California, AXS employs more than 500 professionals in multiple locations worldwide. In 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.