Senior Manager, Platform Operations

About the company: The company (TTG) is the global e-commerce leader for cultural experiences, designing frictionless discovery and purchase journeys through innovative product design and industry-leading technology. Our portfolio of brands includes TodayTix, New York Theatre Guide, London Theatre, Show-Score, Arthouse, Arthouse London, and Secret Cinema, connecting millions of customers with the best in live entertainment. Powered by vast data and insights, TTG helps theatres, producers, and cultural institutions reach highly engaged audiences and unlock meaningful revenue, transforming how tickets are sold across the world.

In 2025, TTG entered a new chapter as part of MARI, the global events and experiences company powering world-defining live experiences. Together, we’re expanding our reach, deepening our impact, and accelerating a shared vision to redefine the event lifecycle through seamless discovery, purchase, and engagement.

Life at the company: We thrive in a nimble, growth-oriented environment where adaptability, curiosity, and a bias toward action help us stay ahead of the curve. We move quickly, iterate often, and expect everyone to take ownership of their impact because we're building the future of live events, and there's no script for what comes next. New joiners are set up for success with a 90-day onboarding journey, complete with clear goals and measurable milestones. We believe feedback fuels growth, so we hold twice-yearly performance reviews focused on impact and development. Above all, you’ll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work. We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to apply.

About the Role: The company 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.

What Success Looks Like:

• Problems found and solved: You consistently spot problems worth solving and drive them to resolution.
• Customer signal in the room: Customer feedback, support data, and behavioural signals visibly influence what gets built.
• Measurement that matters: New capabilities ship with success criteria defined upfront and honest reads after.
• Clarity that moves people: When you frame a problem, write a recommendation, or present a post-launch read, people act on it.
• Expanding scope: Over time, you own more because you've earned trust through execution.

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.
• 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.
• 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.
• 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 and you're comfortable picking up tools, data, and automation to get something working.
• Fluency with AI tools as part of your daily workflow.
• Clear, concise written and verbal communication.
• Self-directed but coachable - you take initiative and own outcomes, but you adapt when the direction changes.

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

Good To Know: The company takes care of our team. We're proud to offer a generous suite of benefits, including a hybrid work environment, flexible 'work from anywhere', generous pension match, complimentary tickets to shows and events, and more.

The company 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 any characteristic protected by law.

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.