Gametime United

Gametime United

Vice President, Marketplace Operations

United States - Remote · Exec

Sponsorship not specified$25k-$50kDetected 60 days ago
iOSAndroidAlgorithmsRESTData ScienceProduct StrategyCadenceLeadership

About the role

  • The fan experience after the buy button is where Gametime wins or loses.
  • Right now, the operating intelligence and tooling to prevent those moments is fragmented across multiple teams.
  • This person reports directly to the CEO, sits on the leadership team, and has the authority and expectation to influence across Product, Product Ops, Supplier Ops, and Marketplace to get outcomes that matter.

Responsibilities

  • Build and own the conversational AI systems (chatbots, email automation, voice, and proactive outreach) that resolve fan issues without human intervention.
  • 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.
  • 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.
  • 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.

Requirements

  • 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.
  • 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.
  • 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.
  • You can speak the language of a CFO.
  • 7+ years operating in consumer marketplaces, ticketing, travel, or similar businesses where post-purchase experience is a retention and margin driver.
  • You have experience connecting supplier behavior data to post-purchase outcomes.

Compensation

  • this role does not own demand-side growth or paid acquisition (CMO/Marketing), supplier acquisition or commercial deal terms (Chief Commercial Officer), pricing strategy or pricing algorithms (Data + Algos), marketplace data science build (Data), or Fraud & Payments (a peer function in Finance).
  • You will partner deeply with all of them.
  • Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.
  • United States - Pay Range
  • $260,000 - $330,000 USD
  • Gametime is committed to bringing together individuals from different backgrounds and perspectives.

Company info

  • Live experiences help people cross today's digital divide and focus on what truly connects us - the here, the now, this once-in-a-lifetime moment that's bringing us together. To fulfill Gametime's mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.
  • With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.
  • The Role
  • The fan experience after the buy button is where Gametime wins or loses. When things go wrong (a late delivery, a bad transfer, a confusing refund), the cost shows up in three places at once: direct support spend, chargeback and cancellation rates, and a customer who doesn't come back. Right now, the operating intelligence and tooling to prevent those moments is fragmented across multiple teams.
  • We're hiring a Vice President, Marketplace Operations to own the full arc from post-purchase to resolution, and to rebuild how that arc works, from the ground up, with AI at the center.
  • This is not a "manage the support queue" role.
  • Live experiences help people cross today's digital divide and focus on what truly connects us - the here, the now, this once-in-a-lifetime moment that's bringing us together.
  • To fulfill Gametime's mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.
  • When things go wrong (a late delivery, a bad transfer, a confusing refund), the cost shows up in three places at once: direct support spend, chargeback and cancellation rates, and a customer who doesn't come back.
  • It's an executive hire to redesign the operating model: build AI-powered systems that deflect volume before it becomes a ticket, create product feedback loops that eliminate root causes, and drive the margin improvement that comes when your post-purchase operation is genuinely excellent.
  • What You'll Own
  • AI-Powered CX System Design
  • 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.
  • Operating Margin Through CX Excellence
  • 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.
  • Cross-Functional Influence
  • 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.
  • What You'll Deliver in Year One
  • 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.
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This listing is sourced directly from Gametime United's careers page and normalized into a canonical job model.