Note: The job is a remote job and is open to candidates in USA. Gametime is a live experiences platform that helps people discover and access events across the United States and Canada. The Vice President, Operations will lead the post-purchase experience and redesign the operating model using AI-powered customer experience systems, product feedback loops, and operational metrics. The role will drive reliability, cost reduction, organizational leverage, and cross-functional execution across Product, Supplier Ops, Product Ops, Engineering, and Marketplace.
Responsibilities
- Architect the deflection layer. Build and own the conversational AI systems (chatbots, email automation, voice, and proactive outreach) that resolve fan issues without human intervention. You’re not deploying off-the-shelf tooling; you’re designing the system, writing the product requirements, and driving implementation through Engineering and Product
- Own the product feedback loop. Translate CX signal into ranked product work. If a transfer flow is generating 200 contacts a week, that’s your spec. Partner with the Vice President of Product to get it prioritized and shipped
- Instrument the post-purchase experience. Build the metric tree, dashboards, and alerting that make the post-purchase funnel observable in real time: cancel rate, contact rate, CSAT, resolution time, and the cost-per-order they drive
- Drive structural cost reduction. Own the unit economics of post-purchase ops. Reduce CX cost-per-order through a combination of AI deflection, process redesign, and root-cause elimination, without sacrificing fan experience. These are not in tension; great CX is how you get margin
- Fulfillment & post-purchase reliability. Drive cancel rate, on-time delivery, and CX contact rate to a step-change new normal. Tighten dispute resolution and transfer reliability. Catch issues before fans see them
- Org design for leverage. Re-architect how the team operates so that headcount grows slower than capability. Fewer people doing higher-leverage work, augmented by AI
- Product. The biggest driver of CX volume is product gaps. You own the relationship with the product org on post-purchase and build the prioritization case for fixes that move the needle on contact rate and satisfaction
- Supplier Ops. Supplier behavior is the upstream cause of a large share of fan pain. Work with the Supplier Ops team to connect fulfillment failure to supplier accountability: scorecard inputs, escalation triggers, and the data that makes the case
- Product Ops. Align operating cadence, tooling, and process improvements across the marketplace ops function so that the systems you build connect to how the rest of the operation runs
- A deployed AI deflection system. Measurable reduction in human-handled contact volume, with documented fan satisfaction maintained or improved
- A post-purchase metric tree the exec team can run a board off of. Instrumented, real-time, with clear ownership of each number
- Structural margin improvement. Meaningful reduction in CX cost-per-order driven by deflection, process redesign, and product fixes, not headcount cuts
- A credible product roadmap for post-purchase. Ranked, sized, and actively moving through Engineering, driven by CX signal
- A reshaped team. Higher leverage per person, clear leadership bench beneath you, AI embedded in daily operations
Skills
- AI-native operator, not a future one. You have personally built or driven implementation of AI-powered CX systems (chatbots, automated resolution, proactive deflection) at a company at scale. You know what good looks like, you can write the requirements, and you can hold an engineering team accountable to shipping it
- Product instinct and influence. You have shaped product roadmaps from CX signal. You know how to take a contact-driver analysis and turn it into a prioritized engineering ask. You're comfortable partnering with the Vice President of Product as a peer, not a supplicant
- Track record on post-purchase metrics. You have personally moved cancel rate, contact rate, CSAT, or comparable post-purchase reliability metrics by meaningful amounts in roles you've owned. Not overseen. Owned
- Margin fluency. You understand the unit economics of CX operations and have driven cost-per-order improvement through system design, not just staffing levers. You can speak the language of a CFO
- Marketplace or two-sided platform experience. 7+ years operating in consumer marketplaces, ticketing, travel, or similar businesses where post-purchase experience is a retention and margin driver. You understand the supply-side root causes of fan problems
- Executive presence. Comfortable on the leadership team, owning a board narrative, and making the case for investment in CX infrastructure as a margin lever, not a cost center
- Live events, ticketing, or experiential commerce background
- Direct experience standing up a CX AI platform from scratch: vendor selection, integration, prompt design, QA, iteration
- You've built the operating cadence of a function from scratch: metric tree, WBR, QBR, escalation paths
- You've led a CX or ops org of 25–50 people; this team will get there
- You have experience connecting supplier behavior data to post-purchase outcomes
Company Overview
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