Product Operations Builder

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 promoters 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
Victory Live is seeking a Product Operations Builder who can embed with an operations team define core problems and build functional solutions. This role is not a traditional PM or pure engineering function; it translates operational pain into clear requirements and ships working AI-powered automations internal tools and workflow improvements. This individual is energized by reducing manual work improving customer outcomes and making operations teams measurably faster and more effective.

RESPONSIBILITIES

• Problem Discovery: Embed with Operations Fulfillment and CX teams to identify high-friction workflows manual processes and repeated escalations turning qualitative pain into defined scoped problems.
• Hands-on Automation Build: Design and deploy AI-powered automations workflow tools and internal applications. This is achieved using a combination of no-code/low-code platforms (Make Zapier n8n) LLM APIs (OpenAI Claude) and lightweight custom code where needed.
• Outcomes Ownership: Define and track operational metrics tied to each solution such as cost per transaction handle time escalation rates and manual step reduction. You own the before and after not just the build.
• Tooling Roadmap: Maintain a prioritized backlog of operational tooling opportunities across the business and partner with the product and engineering teams to determine what to build yourself versus what to route to engineering.
• Integrations and Data Plumbing: Own lightweight API integrations between core platforms (Zendesk Confluence Atlassian internal VL1 systems) to improve information flow and reduce context switching for ops teams.
• AI Knowledge and Tooling Adoption: Help the organization identify and deploy AI tools that drive measurable productivity gains by evaluating vendors running pilots and driving internal adoption.

REQUIREMENTS

• Builder Mindset: You have successfully shipped working automations or tools before not just written requirements for them.
• Operational Fluency: Experience working inside or closely alongside operations CX or fulfillment teams with a deep understanding of how work actually gets done.
• AI/LLM Literacy: Hands-on practical experience applying LLMs to problems including prompt engineering RAG agent workflows or API integration (not theoretical).
• Product Thinking: Ability to scope a problem define success and ruthlessly prioritize recognizing that not everything is worth building.
• Light Coding Ability: Functional proficiency in Python or JavaScript. You do not need to be a software engineer but must be comfortable with scripting.
• Communication: Able to speak with a floor supervisor and a backend engineer with equal fluency; you translate not just document.
• Experience: 5-7 years as an automation engineer technical product manager or similar role.

PREFERRED QUALIFICATIONS

• Experience in live events ticketing marketplaces or logistics.
• Familiarity with Zendesk Atlassian and modern CRM/support tooling.
• Prior experience in a startup or high-growth environment where you built before a process for building was established.
• Background in operations consulting BizOps or management consulting with a strong technical lean.

EXPECTED IMPACT IN YEAR ONE

• Delivered 35 shipped automations or internal tools that measurably reduced manual labor or escalation volume.
• Established a prioritized tooling backlog the business uses to make decisions.
• Earned trust as a go-to partner for ops teams trying to solve hard workflow problems.
• Contributed meaningfully to the FWC26 operational readiness by automating key pre-event and event-day workflows.