Head Of Knowledge Management

Job Summary:

THE TEAM

At Ticketmaster Fans come first. We care passionately about our fan’s interaction with our sales and service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once.

THE JOB

Reporting to the VP of Education and Strategy, the Head of Knowledge Management will be part of the Fan Experience teams. This role will play an integral part in our long-term objectives to deliver a best-in-class experience for our fans. The role will be to focus on the Knowledge management strategy.

Leading the Knowledge support teams, and partnering with key outsourcers, you will assure our agents have the right process knowledge, guidance tools, and supporting documentation to drive the best outcomes for our fans.

Working closely with the operational teams this role will be instrumental in defining and implementing the Knowledge strategies and driving this agenda across all sites from design to delivery across all Fan Experience teams.

You will obtain and evaluate information both internally and externally, identifying any threats and opportunities to ensure ongoing knowledge is maintained, as well as identifying and recommending opportunities for new and improved retention.

WHAT YOU WILL BE DOING

• Direct responsibility for the team includes recruitment, performance management, absence management pay and reward decisions and team development.
• Set direction for the team across multi-disciplines to ensure high standard of capabilities enabling subject matter expertise across Fan Experience, Ticketmaster
• This role has direct responsibility for a minimum of three analysts, and dotted line responsibility with the outsource teams

• Leading Fan Experience and the Knowledge Management strategy, including the design and delivery for the full end to end Lifecyle across

• Knowledge Framework – Ensure all Knowledge content is effective, accurate, and legible.
• Knowledge Improvement Ideas
• Knowledge Interventions
• Knowledge environment - Ensure all Knowledge content is well organized and easily accessible.
  • Knowledge Framework – Ensure all Knowledge content is effective, accurate, and legible.
  • Knowledge Interventions
  • Knowledge Improvement Ideas

• Assess knowledge & competence levels of all agents and define knowledge initiatives to drive improvements.
• Conduct external research and benchmarking to ensure that knowledge management is considered best in class.
• Manage the operating model and ways of working across the knowledge network.
• Ensure knowledge is relevant, maintained & aligned to brand and consistently written.
• Act as an ambassador for knowledge management across the business.
• Supporting change programmes with knowledge design & interventions when deemed appropriate.

• You will work closely with and foster productive working relationships with FX operational leads, especially EVP Fan Experience, SVP Fan Experience, VP Contact Centre Operations, Sr. Director Contact Centre Technology.
• Provide timely, robust and appropriate data and insights that demonstrates the effectiveness of all knowledge and where can focus to improve the fan experience.

WHAT YOU NEED TO KNOW

• A strong understanding of the ticketing and live entertainment industries that we operate in.
• You should be comfortable producing and presenting comprehensive initiative plans to management level.
• You’ll need to have experience of analytical tools for both analysing and presenting your findings - including (but not limited to) Excel and PowerPoint.
• You will need to be highly analytical, with strong numerical skills. With an eye for detail, you will need to analyse and present findings in a clear and concise manner.
• You will need to be an expert in all contact centre tools and support models with a proven track record in successful implementation from set -up.

YOU (BEHAVIOURAL REQUIREMENTS)

• Able to adapt to constantly changing challenges in a fast-paced environment
• Has strong communication and stakeholder management skills
• Resourceful, self-disciplined and driven
• Team player, able to engage and motivate people
• Strong leadership skills, empowering others
• Organised and efficient, pro-active attitude

CULTURE

Ticketmaster, part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of four core business areas: Concerts, Ticketing, Artist Nation and Sponsorship & Advertising. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.