Senior Manager, Platform Operations

About the Role

TodayTix Group is on a mission to find a seat for everyone. We connect audiences to live entertainment experiences they'll love, making it easier, faster, and more joyful to discover and buy tickets. We're a diverse, dynamic team united by a shared love for live events. We foster an environment of innovation, collaboration, and continuous learning, offering unparalleled opportunities to make a meaningful impact.

We're looking for a generalist operator to join the team – someone with sharp judgment, a bias to action, and the instinct to dig into a problem, figure out what to measure, and ship a solution without waiting for instructions. You'll work across e-commerce, customer experience, data, and operations – owning problem spaces end-to-end from identification through delivery and measurement. This isn't a role where you sit in a lane. You'll move between strategy, analysis, customer insight, and hands‑on building depending on what the problem requires – and you like it that way. You might come from analytics, product management, operations, or something else entirely. Over time, the role may specialise based on your strengths and where the business needs you. You reach for data before forming an opinion, talk to customers before assuming you understand the problem, and use AI tools to move faster than traditional workflows allow.

Please note: This is a full‑time position. Qualified candidates must be based in the Greater London area. We encourage collaboration by working a minimum of two days per week in the office, with flexibility to choose where you work for the rest of the week.

What Success Looks Like

• Problems found and solved - You consistently spot problems worth solving and drive them to resolution. Example: you notice our cancellation policy is generating avoidable refund volume, analyse the alternatives and their impact, recommend a change, and lead the implementation through to measurement.
• Customer signal in the room - Customer feedback, support data, and behavioural signals visibly influence what gets built. You're the person who brings "here's what customers are actually experiencing" into prioritisation, backed by data.
• Measurement that matters - New capabilities ship with success criteria defined upfront and honest reads after. You tell us what worked, what didn't, and what to do about it.
• Clarity that moves people - When you frame a problem, write a recommendation, or present a post‑launch read, people act on it. Engineers and operators are faster because you made the next steps obvious.
• Expanding scope - Over time, you own more because you've earned trust through execution. Harder problems come your way because the earlier ones are handled.

What You’ll Do

• Own problem spaces across e-commerce, CX, and operations end-to-end – define success criteria, build dashboards, run analysis, and present actionable reads to leadership.
• Dig into customer and operational data to find the problems worth solving, then partner with product and engineering to solve them.
• Talk to customers, operators, and support agents to build qualitative context around quantitative signals.
• Build prototypes, dashboards, automations, and analyses using whatever tools fit – SQL, spreadsheets, AI tools, lightweight apps. You don't wait for someone else to build it.
• Write things down: frame problems, define ownership, and make next steps obvious so engineers and operators can move faster.
• Partner with the data team on metrics definitions, data quality, and self‑service capabilities.

We’re Looking for Someone With

• 5+ years of professional experience with real reps across different types of work. Your background doesn't need to map perfectly to this role – but you bring the maturity and judgment that comes from having shipped, failed, and iterated.
• Energised by breadth and ownership – you want to do more and own more than your current role lets you.
• A track record of moving from problem identification to shipped solution without heavy direction – show us the thing you built, not just the deck you presented.
• Strong analytical skills: comfortable with SQL, data visualisation, and translating data into recommendations.
• Customer empathy – you've talked to real users and changed your mind based on what you heard.
• Builder mentality – you've made things (any stack, any domain) and you're comfortable picking up tools, data, and automation to get something working.
• Fluency with AI tools as part of your daily workflow – not occasional use, habitual use.
• Clear, concise written and verbal communication – you explain the "so what," not just the "what" using only as many words as necessary.
• Self‑directed but coachable – you take initiative and own outcomes, but you adapt when the direction changes and let the work speak for itself.

Bonus: experience in live entertainment, ticketing, or marketplace businesses.

Good To Know

• Hybrid work environment (blend of in‑office and at‑home days)
• Up to 4 weeks per year of flexible 'work from anywhere'
• Generous pension match
• Access to a bespoke Pension scheme
• Complimentary tickets to shows and events
• Employee Assistance Programme
• Access to a corporate rate Vitality PMI plan
• Healthcare cash plan
• Season Ticket loans
• Birthday off
• Three months of fully paid Parental Leave
• Employee Charity Donation Matching
• Annual Professional Development Budget
• Cycle to work scheme
• Employee Referral Bonus

TodayTix Group is proud to be an equal opportunity employer, committed to fostering a workplace that celebrates diversity and inclusion. We welcome candidates of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital or veteran status, pregnancy, disability, or any other characteristic protected by law. We are also committed to providing reasonable accommodations for applicants and employees based on their religious practices, mental health, or physical needs. TTG is dedicated to conducting all aspects of our business ethically and with integrity, in full compliance with the UK Modern Slavery Act 2015. TTG maintains a zero‑tolerance approach to modern slavery, human trafficking, forced labour, and any form of exploitation. We extend these high standards to all employees, contractors, partners, and suppliers. Everyone working with or on behalf of TTG must ensure that our operations and supply chains remain free from any practices that could constitute modern slavery or human trafficking.