Ticketing Operations Analyst - Product Ops

AXS is hiring a Ticketing Operations Analyst to support product initiatives across the ticketing platform. Based in Los Angeles, CA (onsite), this role helps coordinate stakeholder work for User Acceptance Testing, keep issue tracking moving with product teams, and contribute to data quality and fraud monitoring efforts. You will also provide overflow coverage for operational requests spanning fees, Apex user accounts, and order exceptions, including participation in after-hours on-call rotations.

What you’ll do

Under the supervision of the Manager, Ticketing Operations, you will coordinate cross-departmental efforts tied to new AXS products and feature releases, with a focus on effective stakeholder engagement in User Acceptance Testing (UAT) and consistent follow-through on the execution of testing and related workflows.

• UAT coordination: recruit, coordinate, and hold accountable the business stakeholders needed to complete UAT for new products and features, working closely with the Product Owner and Project Managers.
• Bug triage and escalation: evaluate and escalate Global Triage bug tickets, troubleshoot reported issues, and resolve or escalate as needed.
• Operational overflow support: support activities related to creating and validating fees, investigating fee variance tickets, and managing Apex user accounts.
• Client and promoter request support: assist with OTL sweeps, generate reports on problematic orders for clients, and coordinate bulk cancellation of orders that violate ticket limits.
• After-hours coverage: participate in an on-call rotation to assist with daily bulk refunds for rescheduled events and triage emergency requests after hours and on weekends.
• Team support: provide general and project-specific help to other Ticketing Operations staff as needed.

Required qualifications

• BA/BS Degree in Computer Science, Business Administration, or Marketing (major preferred).
• 2-4 years of significant experience in live event ticketing and/or ticketing software administration may substitute for equivalent education depending on the nature of work experience.
• Ability to independently manage complex projects.
• Familiarity with software testing protocols.
• Excel experience required, including data parsing and VLOOKUP functions.
• Strong communication skills, including the ability to enforce accountability standards.
• Ability to juggle multiple pressing priorities and meet aggressive deadlines.
• Flexibility to adapt to rules and processes that frequently evolve.

Tools you’ll use

• Excel
• Apex

Compensation

$62,000 - $70,000 per year.

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

Benefits

• Medical, dental and vision insurance
• Paid holidays
• Vacation and sick time
• Company 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
• Wellness offerings

Work authorization: Employer does not offer work visa sponsorship for this position.