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Job Summary:

JOB DESCRIPTION – Director, Fan Support Content and Communications

Division: Ticketmaster Global Fan Support

Line Manager: EVP, Fan Support

Contract Terms: Permanent, Full Time, 40 hours/week, Exempt

THE TEAM

Fan Support is at the forefront of the Ticketmaster brand, passionately delivering world-class service to fans and clients alike. As the leading ticketing marketplace, we set the standard for an exceptional fan experience by driving best-in-class interactions across our support centres, teams, and communications.

THE JOB

We are seeking a dynamic and visionary leader for the role of Director, Fan Support Content and Communications. This key position will shape and execute the strategy for all fan support content, ensuring it’s engaging, informative, and future focused. You will play a critical role in optimizing how we communicate with fans, utilizing technology and innovative approaches to redefine the fan experience. By driving content standards and overseeing all fan-facing communication channels, you’ll ensure that fans receive clear, helpful, and effective information that reduces future contact and enhances satisfaction.

Your focus will be on creating a scalable, strategic communications framework that’s proactive, engaging, and aligned with Ticketmaster’s overarching business and brand objectives. You will lead a team responsible for content creation and optimization across multiple platforms and work collaboratively with various internal teams to govern content quality and effectiveness.

WHAT YOU WILL BE DOING

+ Develop and Execute Content Strategy: Lead the creation and implementation of a content and communications strategy that proactively addresses fan needs, delivering clear, concise, and self-sufficient information that reduces repeat inquiries.

+ Oversee Fan-Facing Communications: Manage content creation across all touchpoints, including help centre FAQs, email notifications, agent macros, social media messaging, and complaint handling, ensuring all communication is engaging, informative, and aligned with business goals.

+ Govern Communication Standards: Establish and enforce content governance processes to ensure consistency, accuracy, and compliance with Ticketmaster’s brand guidelines and tone of voice.

+ Enhance Self-Service Capabilities: Drive initiatives to optimize self-service content, enabling fans to find answers independently and reducing the need for direct interaction with support agents.

+ Monitor and Improve Content Effectiveness: Use data-driven insights to measure the effectiveness of content, adjusting strategies based on customer feedback, emerging trends, and evolving needs.

+ Foster Cross-Functional Collaboration: Work closely with marketing, legal, corporate communications, and other teams to ensure all fan-facing content is aligned, accurate, and legally compliant.

+ Lead a High-Performing Team: Manage and inspire a team responsible for fan communication across all channels, setting standards for quality, efficiency, and creativity in content creation.

+ Analyze and Report on Content Performance: Develop and report on performance metrics related to content effectiveness, self-service adoption, and overall fan engagement with communications.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

+ Extensive Experience: 10+ years in content creation, communications, or customer service writing, with a strong focus on external-facing messaging and fan engagement.

+ Leadership Expertise: Proven leadership experience managing teams across multiple locations, fostering a culture of accountability and excellence.

+ Strategic & Visionary Thinker: Ability to think ahead and shape the future of fan communications through innovative, technology-driven strategies.

+ Data-Driven: Strong analytical skills, with the ability to assess customer sentiment, content performance, and make strategic decisions based on insights.

+ Collaboration & Cross-Functional Experience: Skilled in working with internal teams, including legal, marketing, and corporate communications, to ensure content is accurate, aligned, and impactful.

+ Outstanding Communication Skills: Exceptional writing, editing, and storytelling abilities, with a focus on clarity, brand consistency, and fan-centric messaging.

+ Proactive & Organized: Ability to manage multiple projects, prioritize tasks, and work efficiently in a fast-paced environment.

+ Team Development: Experience engaging, motivating, and holding teams accountable for high standards in content creation and communications.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

BENEFITS & PERKS

Our motto is ‘Taking Care of Our Own’ through 6 pillars of benefits:

+ HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)

+ YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets

+ WEALTH: 401(k) program with company match, Stock Program Reimbursement

+ FAMILY: New parent programs & support including caregiver leave and infertility support

+ CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings

+ OTHERS: Volunteer time off, crowdfunding network

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL EMPLOYMENT OPPORTUNITY

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICESThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.