Marketplace Fulfillment Manager
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Job Location:
Atlanta, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
ABOUT VICTORY LIVE
Victory Live is a private equity backed technology company aimed at maximizing distribution and yield for live event ticket inventory. We provide an end-to-end software platform for the live ticketing industry managing thousands of sports theater and live music event tickets on behalf of artists promotors teams venues and professional resellers. Victory Lives comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle from ingestion to sales fulfillment.
THE POSITION
The Marketplace Fulfillment Manager is responsible for overseeing the end-to-end execution of marketplace orders to ensure timely accurate and policy-compliant delivery. This role leads fulfillment teams enforces SLA and In-Hand Date (IHD) compliance mitigates financial exposure from non-delivery or invalid product claims and ensures operational excellence across all marketplace channels.
This position bridges Marketplace Fulfillment and Claims functions to protect revenue minimize penalties and maintain marketplace integrity.
The schedule for this position will be 2:00 - 11:00PM including weekends.
RESPONSIBILITIES
Order Fulfillment & SLA Management
- Oversee daily fulfillment operations across all marketplaces
- Ensure supplier compliance with IHD and event-based delivery deadlines
- Monitor high-risk same-day and time-sensitive orders
- Implement proactive risk mitigation processes
- Reduce late delivery penalties and broken orders
Team Leadership & Performance
- Manage and develop Fulfillment Leads and Agents
- Set daily productivity and accuracy targets
- Monitor agent performance metrics
- Conduct coaching and corrective action when necessary
- Create shift coverage models to support peak demand
Escalation & Risk Mitigation
- Oversee escalated non-delivery and invalid ticket issues
- Partner with Claims/Chargeback team on high-risk disputes
- Ensure proper documentation (Proof of Transfer tracking etc.)
- Identify patterns of supplier or process failure
- Escalate systemic issues to senior leadership
Marketplace Compliance & Integrity
- Enforce marketplace rules and performance standards
- Monitor acceptance-to-delivery timeframes
- Ensure order statuses are accurate and updated in real time
- Reduce cancellation rates and financial penalties
Reporting & Analytics
- Track KPIs
- Deliver weekly performance reports
- Identify operational inefficiencies and implement improvements
Process Optimization
- Make improvements to SOPs for order prioritization and escalation
- Improve automation workflows
- Enhance proof-of-delivery documentation processes
- Partner with technology teams to reduce manual bottlenecks
REQUIREMENTS
What were looking for
- 35 years experience in fulfillment marketplace operations or ticketing
- Leadership experience managing operational teams
- Strong understanding of SLAs and time-sensitive delivery models
- Experience handling escalations and financial exposure
- Proficiency with CRM/order management systems
- Strong analytical and reporting skills
Preferred Qualifications
- Experience in secondary ticket marketplaces
- Knowledge of chargeback and claims mitigation
- Experience working with automation tools
- Background in compliance or marketplace integrity
Victory Live is an equal opportunity employer. We are committed to equal employment opportunity regardless of race color ethnicity ancestry religion creed sex national origin sexual orientation age citizenship status marital status disability gender identity gender expression Veteran status or another other characteristic protected by state local or federal law.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
About Company
As your trusted ticketing connector, Victory Live helps maximize your live event inventory, drive ticket sales, and create memorable experiences for all.
